- 學位論文
連續假期交通購票排隊成因探究－以臺鐵為例
Queue to Purchase Transportation Tickets in a Continuous Holiday - A Case Study of the Ticketing System of Taiwan Railway
摘要
臺鐵在國內連續假期交通疏運機制中，是相當重要的疏運工具，因而對於多數返鄉或出遊的國人，火車亦為的重要交通工具。面對於連續假期的搭乘需求量，臺鐵除了提供足夠的列車班次之外，也希望能藉由多樣化的購票方式，予以減少乘客的購票時間與不便性、降低人事成本、提升服務品質。臺鐵現今已增加到6種購票方式：超商代售、自動售票機、電話語音訂票、網路訂票、窗口售票、電子票證，但仍不能滿足乘客的需求，進而出現了許多服務品質的缺失，也影響乘客的滿意度。過往研究都著重在於改善火車時刻，或者是乘客對臺鐵售票系統的滿意度，較少是針對乘客願意加購票隊伍的因素做調查。另外，也以平日的情境進行調查，鮮少是以連續假期為研究情境。因此，本研究將針對曾在連續假期搭乘臺鐵的乘客進行調查，以了解乘客願意加入排隊隊伍中進行購票的因素，並進而找尋其因素之間的差異與相互影響關係，而予以提出改善方案。 本研究以判斷抽樣方法，對曾在連續假期使用過臺鐵購票系統之經驗者，進行取樣，共回收427份有效問卷。而本研究透過信度分析與探索性因素分析，將衡量量表進行因素萃取，以得「等待心理因素」、「知覺擁擠」、「服務品質」與「忠誠度」等四構面。本研究將新萃取之構面使用驗證性因素分析，檢驗本研究理論模型與樣本資料之適配度，接著以t檢定以及迴歸分析進行假設驗證。由資料分析結果可知，不同的購票方式僅對忠誠度有顯著差異，而忠誠度會受服務品質影響。此外，知覺擁擠對服務品質與等待之心理因素有顯著性影響。
並列摘要
On long weekends, trains operated by the Taiwan Railways Administration (TRA) are very important transportation carriers. Therefore, in addition to providing sufficient and frequent trains for all routes and destinations, the TRA also strives to reduce the time that passengers spend on purchasing tickets and lessen their inconvenience through offering various ticket purchasing methods. However, the TRA still fails to satisfy passengers’ needs, although as many as six ticket purchasing methods are available at present. On the contrary, a number of inadequacies in the quality of service have emerged, and in turn affected passengers’ satisfaction. As most previous studies focus on improving train schedules or routine situations, this study conducted an investigation on passengers who traveled on the trains operated by the TRA on long weekends, in order to explore their willingness to wait in a queue to purchase tickets, and find differences and correlation between factors. The judgmental sampling was performed on passengers with previous experience using the TRA’s ticketing system. A total of 427 valid questionnaire copies were collected. The results showed that different ticket purchasing methods only create a significant difference in loyalty, and loyalty is subject to the influence of quality of service. In addition, customers’ perceptions of crowdedness have significant influence on the quality of service and customers’ mental state while waiting.