本研究主要分析民眾對於國道高速公路服務區中服務要素設施之滿意度,並以「服務品質」與滿意度為指標,衡量高速公路用人對關西、泰安、東山、新營、仁德等服務區換約前後比較,先藉由實證資料蒐集係經由高速公路局書面問卷資料,研究人口統計對服務品質與是否造整體滿意度的影響,並探討假日變項、人口統計對服務品質與是否造成顯著差異。 本文發現假日到訪服務區的受者對品質與整體滿意度感程顯著較非假日到訪服務區的受者對品質與整體滿意度感程顯著較低,其中差異最大構面為硬體設施及用餐環境的服務品質。 利用t檢驗法,尋找出與相關個人背景變數之間的關係,以提供經營廠商與國道高速公路局在未來招標計畫及篩選經營廠商之參考依據。
This study made an analysis on satisfaction of service elements and facilities in rest areas among national highways by surveying with public. Regarded “service quality” and satisfaction as our index, we measured the different impacts of employing different groups of staffs among Guanxi, Tai'an, Dongshan, Xinying, and Rende rest areas. First, with empirical data we collected by questionnaires offered by Taiwan Area National Freeway Bureau, we tried to prove the impacts made by population statistic on service quality and overall satisfaction. And second, we explore whether variables of holidays and population statistic made any difference onto service quality. The subjects who visited rest areas by holidays have significant lower positive feelings about quality and overall satisfaction than those who visited by non-holidays. Among them, the dimension with biggest difference is the service qualities of facilities and dining environment. We aim to provide these study result as references for Taiwan Area National Freeway Bureau on future invitations for bids and selecting suitable contractors.