灰色關聯分析應用於計程車服務品質績效指標擷取之研究－以台北市品牌無線電計程車為例

Application of Gray Relation Analysis to the Selection of Evaluation Indices to the Service Quality of Taxis: The Case of Branded Radio-dispatched Taxicab in Taipei

周文生(Wen-Sheng Chou)

《運輸學刊》 14卷1期 (2002/03) Pp. 87-106

摘要

國內計程車車輛及駕駛人數量不斷成長，計程車市場出現供過於求之惡性競爭及違規脫序行為，為引導業者經營方向，對於計程車服務品質之良莠，實有必要實施評鑑。一個有效的評鑑工作，必須能夠公平、客觀衡量計程車服務品質並且提供業者改善之方向，欲達此目的，應有一套完整、具代表性的評鑑指標。惟為面面俱到而廣泛選取之龐大績效指標間，常因忽略所具有相當程度的關聯度，而造成評鑑工作的冗長煩瑣，甚至評鑑結果偏重一方，影響評鑑結果甚巨。故本研究藉由灰色關聯分析模型與87年度台北市品牌計程車服務品質評鑑資料，求算出初擬服務品質指標間之關聯度，作為分析指標間真正關係的依據。本研究將學者、管理者、業者及消費者認為重要的車輛設備、服務績效、營運組織管理及靜態紀錄資料等四大類共39項指標，以灰色關聯分析模型求出各指標間之關聯度，並擷取了車輛設備部分7項、服務績效部分4項、營運組織管理部分7項、靜態紀錄資料部分3項，合計21項具代表性之計程車服務品質績效指標。

關鍵字

計程車 ； 服務品質 ； 灰色關聯分析

並列摘要

With the constant growth of domestic taxis and taxi drivers, some problems arise in the taxi market as the supply outnumbers the demand. The problems include vicious competition, poor service quality, and even unlawful acts. In order to enhance the service quality of domestic taxis and to guide taxi companies in their operations, it is necessary to have the service quality of taxis evaluated. An effective evaluation system of the service quality of taxis should not only appraise the service quality of taxis in a fair and objective way, but also sheds light on how taxi companies can improve their operation. To achieve such goals, a complete set of representative evaluation indices should be established. However, the massive number of evaluation indices that have been chosen extensively to meet all needs may lead to redundant appraising work and even a biased result, which is often caused by ignoring the significant relation among the indices. Therefore, this study aims to find out the relatedness levels among the preliminarily-chosen indices to service quality by means of the grey relation analysis model. Such relatedness levels will serve as the basis for analyzing the true relation among the indices. This study works on totally thirty-nine indices that are considered important by researchers, the authorities concerned, taxi companies, and consumers; these indices fall into four categories: vehicle equipment, service efficiency, management of the operation system, and records. The relatedness levels among these indices are computed by means of the grey relation analysis model. As a result, twenty-one indices are selected as the representative evaluation indices to the service quality of taxis, including seven indices concerning vehicle equipment, four concerning service efficiency, seven concerning management of the operation system, and three concerning records.

並列關鍵字

Taxicab ； Service quality ； Gray relation analysis

參考文獻

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