交通部國道高速公路局與遠通電收合作開發電子計費系統,自民國102年12月30日國道收費改制成計程電子收費方式,民眾依『走多少,付多少』的方式的付費原則。計程收費方式的優點很多,不僅不用因為繳費而停車,降低行車速度,還能減少人力成本、能源使用與空氣及噪音汙染。但是eTag實施之初,民眾使用尚不習慣,所以還沒有達到全面普及,使用率尚有成長的空間。本研究探討民眾對eTag的服務品質的重要度與滿意度,擬定eTag的改善策略,進而提升eTag的服務品質,提高民眾對eTag的使用率。本研究運用Kano二維品質模式分析eTag的服務品質要素與歸納其性質,接下來,整合品質機能展開,擬定改善策略與服務品質要素的重要性權重展開品質屋關係矩陣,分析改善策略改善的優先順序。本研究根據Kano與品質機能展開的結果,發現eTag的使用者最重視的是eTag服務品質的方便性,品質機能展開第一順位的「增設eTag服務站」正好呼應Kano的分析結果,故應改善其品質的方便性,提升顧客的使用率。
Far Eastern Electronic Toll Collection Co. (FETC) was commissioned by Taiwan Area National Freeway Bureau to set up the Electronic Toll Collection (ETC) service, to cooperate with the national transportation policies. The new distance-based system has started since December 30th, 2013, and charges road users according to their travel distances on the national highways. There are several benefits from the ETC system (called eTag). For instance, the users enjoy driving on freeway without stopping to pay toll. In addition, the reduction of oil consumption and improvement of air and noise quality will also be achieved. However, since the new system is still in its inception stage, the penetration rate of eTag has not reached the predetermined threshold and FETC still needs to improve the system and the relevant services. This research aims to investigate the service qualities of eTag and proposes improvement strategies for eTag to enhance its service qualities. The Kano two-dimension quality model is adopted to examine the service qualities of eTag. Furthermore, the result of Kano model is integrated in the quality function development (QFD) method to propose the improvement strategies and to determine their implementation priority. The result of the Kano model shows that the eTag users focus more on the convenience. This coincides with the most important improvement strategy “increasing eTag service stations” determined by QFD method.