計程車是目前國內都會地區,除大眾捷運系統及市區汽車客運業以外,最重要的副大眾運輸工具。計程車在營運與派遣管理上結合全球衛星定位系統(GPS),已成為主要發展趨勢,此一計程車派遣系統除可確實掌握計程車車輛行蹤以嚇阻犯罪發生外,並可提高計程車服務品質與營運效率。 近年來已有學者提出以多層次(multidimensional),層級的(hierarchical)的方式進行服務品質的衡量。因此本研究以衛星計程車服務業為對象,以層級分析法(AHP)為基礎,發展出一套服務品質衡量模式。 本研究實施兩次德爾菲問卷,獲得一致性與集中的結果,針對衛星計程車就構出4項一級指標與21項二級指標。第三次問卷調查採用層級分析法,計算出指標相對權重。第一層級指標依序排名為:「搭乘安全性」、「搭乘舒適度」、「行車服務」與「行政服務」。第二層級指標前三名排序為:「遵守交通規則」、「具職業登記證」與「車牌清晰」。 經過問卷調查、資料彙整與統計分析後,希望層級分析法(AHP)能對於衛星計程車評鑑的權重設定導入新的概念,本研究結論可以作為政府對衛星計程車車隊評鑑的參考。
In addition to mass transportation systems, such as the Mass Rapid Transit system (MRT), taxi is the secondary most popular form of public transit in Taiwan’s metropolitan areas. It has become major trend of taxi operation with global satellite position system (GPS). With such a taxi-dispatched system, we could certainly not only trace the positions of the taxi vehicles and prevent criminal event, but also improve the service quality and efficiency of taxi operation. A lot of scholars have proposed a multidimensional, hierarchical model to measure service quality in recent years. Therefore, in this study, we attempt to use AHP as basis to develop a service quality measurement model and apply it in Satellite Taxi service. Delphi questionnaires have been conducted twice in this research, 4 first-level indicators and 21 second-level indicators on the performances of Satellite Taxi have been consistently established. In the third survey, AHP has been adopted to calculate the relative weight of each index. The priority order of these 4 first-level indicators are “To travel by a satellite taxi is safe”, “To travel by a satellite taxi is comfortable”, “To provide service to customers on taxi”, and “Rear service”. The top three priorities of the second-level indicators are “Observes the traffic regulations”, “To have vocational registration”, and “The license plate is clear”. After the questionnaire survey, the material collects entire and the statistical analysis, AHP can induct the new concept regarding the satellite taxi evaluated weight. The conclusion of the research may be a good reference for the government when evaluates satellite taxi motorcades.