本研究利用Kano二維品質模式將台中市區公車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、無差異品質及反向品質,設計量化問卷以輔助分析解釋問卷的結果,獲得以下結論: 一、其中有7項被歸類在魅力品質,5項被歸類為一維品質,11項被歸類為當然質,8項被歸類為無差異品質,可見大部分的要素都具有二維品質的特性。 二、乘客在不同的人口統計變數下對服務品質要素歸類的看法會有顯著的差異。 三、本研究計算各服務品質的改善指標分數,並以改善模式區域圖來表示,以建 議台中市區客運業者在營運策略實施上之先後順序。 四、本研究結合二維品質模式與臺中市區客運評鑑指標項目擬定新的服務品質評分方式,以供業者參考。
This study applied Kano’s model to classify service quality attributes as attractive quality, one-dimensional quality ,must-be quality, indifferent quality and reverse quality, these were based to design the quantitative and facilitate analyzing and explaining the result of the quantitative question.The conclusions of this study are: 1.Among 31 Kano’s elements discussed, there are 7 items are classify as attractive quality, 5 items are classify as one-dimensional quality, 11 items are classify as must-be quality, 8 items are classify as indifferent quality, and most of them are with bi- dimensional quality characteristics. 2.Estimates of certain quality elements of passengers modify markedly in relation to different demographic variables. 3.This study shows the quality improvement index of various service quality in the four-quadrant chart ,to suggest Taichung city bus industry to decide the priority of operating strategies. 4.To provide industry reference, this study combines Dimensional quality model and Taichung city bus evaluation indicators to develop a new service quality assessment method.