即時數位資料於公車營運服務指標評鑑之應用研究-以台北市為例

隨著科技的發展，客運業者能使用行車紀錄器、ADAS系統提升公車服務的營運和管理，且藉由裝置所產生的資料能提供公車營運服務指標評鑑減少過去主觀資料的誤差。本研究透過裝置所產生的資料重新評量指標和評鑑架構，首先使用修正式德爾菲法了解本研究所提出增修後指標項目的適宜性，再由DEMATEL和DANP得出指標的影響關係及權重，以提供未來公車營運服務指標評鑑改善之方向。研究結果顯示，增修後指標皆對評鑑影響程度較大，表示透過客觀資料評量確實能影響評鑑。在構面中運輸工具設備與安全指標為影響評鑑最重要的構面，而場站設施與服務指標中影響力最高為「場站檢查A1」；運輸工具設備與安全指標中影響力最高為「車內外安全B7」；旅客服務品質與駕駛員管理指標中影響力最高為「駕駛員遵循路線C3」；無障礙之場站設施、服務、運輸工具設備與安全中影響力最高為「低地板公車比例D1」；公司經營與管理指標中影響力最高為「行車安全業務檢查E4」。最後本研究依客運業者代表、政府主管機關代表、學研機構代表分別探討對各個指標認知程度，指標的重要排序上高度影響的指標和低度影響的指標大致相同，只有政府主管機關對場站設施與服務指標和無障礙之場站設施、服務、運輸工具設備與安全中高度影響的指標有分歧，而在中間段指標的排序上，客運業者代表、政府主管機關代表、學研機構代表對運輸工具設備與安全指標也有不同。

關鍵字

公車營運服務指標評鑑；即時數位資料；修正式德爾菲法； DEMATEL ； DANP

並列摘要

With the development of technology, bus operators can use digital tachograph and ADAS systems to improve the operation and management of bus services, and the data generated from the devices can provide bus service evaluation indicators and reduce the error of subjective data in the past. In this study, the data generated from the device was used to re-evaluate the indicators and evaluation framework. First, this study uses the modified Delphi method to understand the appropriateness of the additional indicators proposed by this study, and then the influence relationships and weights of the indicators were derived from DEMATEL and DANP, which provide direction for future evaluation of bus service evaluation indicators. The results of the study showed that the additional indicators had a greater impact on the bus service evaluation indicators, indicating that bus service evaluation indicators were indeed influenced by objective data. Among the dimensions, the most important one is the indicators of transportation equipment and safety, while the highest impact of the indicators of station facilities and services is "station inspection A1"; the highest impact of the indicators of transportation equipment and safety is "bus internal and external safety B7"; the highest impact of the indicators of passenger service quality and driver management is "driver route compliance C3"; the highest impact of the indicators of barrier-free station facilities, services, and transportation The highest impact in the indicators of accessible station facilities, services, transportation equipment and safety was "step entrance bus ratio D1"; and the highest impact in the indicators of company operation and management was "operational inspection of vehicle safety E4". Finally, this study examined the level of awareness of each indicator by representatives of bus operators, government authorities, and research institutions. The ranking of importance of the indicators is approximately the same for high-impact indicators and low-impact indicators. Only the government authorities have differences on the indicators of high impact in indicators of transportation equipment and safety and indicators of accessible station facilities, services, transportation equipment and safety. In the ranking of the intermediate indicators, the representatives of the bus operators, government authorities, and research institutions also differed on the indicators of transportation equipment and safety.