本研究利用Kano二維品質模式將高鐵自動售票系統服務品質要素加以分類,並採相對多數的方式將要素歸類為魅力品質、一維品質、當然品質、無差異品質及反轉品質,設計量化問卷以輔助分析解釋問卷結果,護得以下結論: 一、其中有8項被歸類為魅力品質,3項被歸類為一維品質,22項被歸類為當然品質,4項被歸類為無差異品質,可見大部份要素都具有二維品質的特性。 二、旅客在不同的人口統計變數下對服務品質要素歸類之看法會有顯著的差異。 三、本研究計算各服務品質之改善指標,並以改善摩是區域圖來表示,以建議高鐵業者在自動售票系統營運策略實施上之鮮後順序。 四、本研究結合二維品質模式與高鐵自動售票系統評鑑指標項目擬定新的服務品質評分方式,以供業者參考。
In this study, the Kano model to classify the automatic ticketing system for high-speed rail service quality factors, and mining The relative majority elements are classified as attractive quality, one-dimensional quality, must-be quality, indifferent quality and reverse quality, design quantizationquestionnaire to assist analysis to explain the results of the questionnaire, the retaining a following conclusions: 1.Of which eight were classified as attractive quality, three were classified as one-dimensional quality, 22 were classified as must-be quality, four were classified as indifferent quality, showing that most of the elements havedimensional quality characteristics. 2.Travelers there will be significant differences in views on the service quality elements classified in different demographic variables. 3.In this study, calculation of the service quality improvement targets and to improve the Mount is a regional map, the proposed high-speed rail industry on the implementation of the automatic ticketing system operating strategies fresh order. 4.This study combines two-dimensional quality model and high-speed rail ticket vending system evaluation indicators project the development of service quality assessment methods for industry.