台中市公共自行車推動績效與服務品質之研究

A Study of the Performance and Service Quality of Public Bicycle System in Taichung

簡靜宜(Ching-Yi Chien)

指導教授 ： 王親仁

國立臺中科技大學/商學院/企業管理系碩士班/碩士(2016年)

摘要

近年來各城市陸續推行「公共自行車」政策，以解決都市發展所衍生之交通及汙染問題，並達到溫室氣體減量的目標。
　　本研究探討台中市公共自行車推動績效與服務品質之課題，參酌PZB之服務品質概念模式，採用問卷調查法，取得323份有效樣本，以了解台中市公共自行車推動現況，並利用服務品質評價公式，分析受訪者認知服務與期望服務水準之差距。
　　實證結果發現受訪者對「iBike自行車有美觀的外型」服務品質評價最高（PS-ES>0）。此外，根據重要性績效分析結果顯示，「iBike自行車道有完善的規劃」、「iBike客服人員能迅速的處理事件」、「iBike自行車道有明亮的照明設備」、「iBike租賃站的取車地點安全」等四項是受訪者認為重要程度高但滿意程度低的服務項目，因此應盡速擬訂改善策略，提升騎乘者的滿意度。

關鍵字

公共自行車 ； 服務品質 ； 重要性績效分析 ； 服務品質評價

並列摘要

“Bicycle Sharing System” policy has been pursued in major cities in Taiwan in recent years. This is not only for solving the traffic and pollution problems derived from the urban development, but also for achieving the goal of reducing greenhouse gas emission.
　　This paper was to discover the issue of the performance and service quality of Public Bicycle System promotion in Taichung. With 323 valid samples collected from the questionnaires based on service quality conceptual model of PZB, the current situation of Public Bicycle System promotion in Taichung was found. By using the formulation of service quality evaluation, the difference between perceived and expected service levels of the respondents was analyzed.
　　The results showed that "the eye-catching appearance of iBike" was performed the highest than any other item with (PS-ES>0) by respondents. In addition, the results based on Importance Performance Analysis indicated that the following four items including "a perfect mapping of cycle lanes of iBike", "the event can be dealt with at once by customer service of iBike", "a bright lighting equipment of cycle lanes of iBike", and "a safety location while taking iBike at rental station of iBike" were believed to have high importance but low performance according to respondents. Therefore, in order to promote the customer satisfaction, policies that improve the aforesaid items should be proposed as soon as possible.

並列關鍵字

Public Bikes ； Service Quality ； Important Performance Analysis ； Service Quality Evaluation

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