本研究以公共自行車為例,以台中市民眾為研究對象,探討台中市公共自行車所提供各項服務品質之重要度與滿意度,運用「Kano二維模式」,找出民眾對於各個服務品質屬性的認知,再透過「重要度-滿意度」之分析,找出服務品質對於民眾的重要度與滿意程度,並協助管理者找出改善策略的重點與如何重新資源配置。最後,再探討不同的人口特性對台中市公共自行車服務品質之重要度與滿意度之看法是否有所不同。 經本研究發現,台中市公共自行車之各項服務品質能依據「Kano二維模式」將民眾對於服務品質之感受予以歸類,其中,18項服務項目歸類於「一維品質」,表示提供得越多,越可提升民眾的滿意度,有2項服務項目歸類於「當然品質」,表示是絕對不能缺少,一定要維持的項目。在「重要度-滿意度」部分,有4項品質要素落入「有待改進區域」,建議營運相關單位,首先要先改進這幾個服務品質項目,以提升滿意度。除了男、女民眾對於台中市公共自行車服務品質之滿意度看法相同之外,其餘,在年齡、性別、教育程度、職業、使用者與使用目的部分皆對其服務品質重視度與滿意度之看法有所不同。
In this study, the public bicycle as an example to the people for the study Taichung, Taichung public bicycles to explore the people and the importance degree of satisfaction with the services provided, the use of "Kano two-dimensional model" to identify people for each service quality attributes cognitive, and then through the " Importance-Satisfaction Analysis," the analysis to find out the quality of service is important for people with the degree of satisfaction, and to assist managers to identify policy priorities and how to improve the re-allocation of resources. Finally, explore different demographic characteristics of the importance of Taichung public bicycle service and satisfaction of opinion whether different. After this study found that the quality of service can be based on the Taichung City public bicycle "Kano two-dimensional mode" will of the people to feel the quality of service to be classified, in which 18 service items classified as " One-dimensional Quality " representation provides too the more people can improve satisfaction, there are two services are classified in the " Must-be Quality," is definitely not a lack of representation, we must maintain the project. In the " Importance-Satisfaction Analysis " section, there are four quality factors fall into " To-be Improved Area," recommends operating the relevant units, first of all to improve the quality of these service projects to improve customer satisfaction. In addition to male and female people for public bicycle service quality satisfaction same view of Taichung City, the rest, all views on age, sex, education, occupation, users and the intended use part of its service quality and satisfaction of its importance different.