本研究以PZB服務品質概念性模式探討台北車站之服務品質,依據PZB模式之SERVQUAL量表為參考,建立適用台北車站服務品質的指標,以瞭解旅客對台北車站服務品質之看法。 本研究採用問卷調查法,共取得526份有效問卷,經由敘述性分析、因素分析、t檢定與單因子變異數分析後,得到的研究結論如下: 一、台北車站服務品質衡量構面為「車站環境」、「標示與動線服務」、「轉乘服務」及「人員服務與同理心」四個構面。 二、旅客對台北車站期望之服務品質相當高。 三、旅客不同人口統計變數對台北車站期望之服務品質有顯著差異。 四、旅客對台北車站實際感受之服務品質持正向的看法。 五、旅客不同人口統計變數對台北車站實際感受之服務品質有顯著差異。 六、旅客對台北車站認知之服務品質有缺口存在。 七、旅客對台北車站認知之服務品質缺口最大的為「標示與動線服務」構 面。 八、旅客不同人口統計變數對台北車站認知之服務品質有顯著差異。 九、旅客認知之服務品質會影響滿意度。
This study is Analyzing the service quality of Taipei main station base on PZB’s conceptual model of service, setting up assessment indicator about service quality of Taipei main station according to PZB’s SERVQUAL measurement, we conduct a survey in order to understand the views of passengers about service quality of Taipei main station. The questionnaire survey would be use in the study and totally 526 questionnaires. This study is used descriptive statistics analysis, factor analysis, t-test, one-way ANOVA and analysis of regression. The conclusions of this study would be shown in the following: 1. The elements about service quality of Taipei main station that were measured are these four: “station environment, “service of sign and moving path”, “service of transfer” and “service of staff and empathy”. 2. The view of passengers have rather high expectations for the service quality of Taipei main. 3. Differences exists in passengers expectations for service quality of Taipei main station according to different demographic variables. 4. Passengers have positive views of service quality of Taipei main station from their actual experience. 5. Differences exists in passengers actual experience for service quality of Taipei main station according to different demographic variables. 6. Gaps exists in passengers knowledge about service quality of Taipei main station. 7.The most Gaps in passengers knowledge is “service of sign and moving path”. 8. Differences exists in passengers knowledge about service quality of Taipei main station according to different demographic variables. 9. Passengers knowledge about service quality influences satisfaction.