探討行動不便者使用行動叫車資訊系統之持續使用意願研究-以愛接送APP預約式通用計程車為例

世界人口持續老化已是全球重要議題，而臺灣人口老化的速度更名列全球第三，有鑑於社會人口老化之發展，建構行動不便老人、失能者及身心障礙者等行動不便人士的通用運輸服務，成為社會福利發展的重要課題。依據多型態整合服務與使用者需求為核心概念建構「愛接送預約式通用計程車系統平台」，提供行動不便者透過「愛接送APP」的單一平台，即可預約通用計程車。本研究主要採用量化問卷調查方法，輔以質化深度訪談。先依「期望確認理論」理論模式，加入「資訊系統成功模式」與「電子商務成功模型」及「IS 接受後持續使用模式」等相關文獻，歸納出持續使用此平台其中的關鍵影響因素；再藉由質化深度訪談分析，以了解當前通用計程車對於滿足行動不便者交通的需求與落差。據研究結果得知，量化的部分發現：愛接送APP的品質績效，對於使用者的確認程度有顯著相關，其中品質績效包含資訊、系統、服務品質三個構面；以及使用者的確認程度，對於使用愛接送APP的知覺有用性與使用滿意度有顯著相關；再來是使用愛接送APP的知覺有用性，對於使用滿意度與持續使用意願有顯著相關；還有使用愛接送APP的知覺價值，對於使用滿意度與持續使用意願有顯著相關；最後是使用者的使用滿意度，對於愛接送APP的持續使用意願有顯著相關。在質化的部分發現：雖然使用者、車隊、司機多數認為通用計程車已滿足行動不便者需求，但政府依計程車市場比率與身障人口數等數據分析結果，指出目前通用計程車僅滿足部分行動不便者需求，通用計程車仍有相當大的成長空間。期望本研究所獲得結果可作為後續政府主管機關評估之參考依據。

關鍵字

無障礙計程車；期望確認理論；資訊系統成功模式；知覺價值；電子商務成功模型； IS接受後持續使用模式

並列摘要

The continuous aging of the world's population has become an important issue in the world, and the rate of population aging in Taiwan has ranked third in the world, in view of the development of social population aging, the construction of universal transportation services for the elderly with reduced mobility, the disabled and the physically and mentally disabled has become an important issue in the development of social welfare. Based on the core concept of multi-type integrated services and user needs, the "Love Pick-up Reservation Universal Taxi System Platform" is constructed, providing people with reduced mobility to book a universal taxi through a single platform of " Love Pick-up APP". This study mainly adopts quantitative questionnaire survey method, supplemented by qualitative in-depth interviews. According to the theoretical model of "Expectation Confirmation Theory", the relevant literature such as "Information System Success Model", "E-commerce Success Model" and "IS Continuous Use Model after Acceptance" are added to summarize the key influencing factors of the continuous use of the platform, and then through qualitative in-depth interview analysis, to understand the current demand and gap of general taxis to meet the transportation of people with reduced mobility. According to the research results, the quantitative part found that the quality performance of the Love pick-up APP is significantly related to the user's degree of confirmation, of which the quality performance includes three aspects of information, system and service quality; and the degree of confirmation of the user, the perceptual usefulness of using the love pick-up APP is significantly related to the use satisfaction; then the perceptual usefulness of using the Love pick-up APP is significantly related to the use satisfaction and the willingness to continue to use; then the perceptual usefulness of the use of the Love Pick-up APP is significantly related to the use satisfaction and the willingness to continue to use; There is also the perceptual value of using the Love Pick-up APP, which is significantly related to the use satisfaction and the willingness to continue to use; finally, the user's satisfaction with the use of the App is significantly related to the continuous use of the Love Pick-up APP. In the qualitative part, it is found that although most users, fleets, and drivers believe that universal taxis have met the needs of people with reduced mobility, the government analyzes data according to the ratio of the taxi market and the number of people with disabilities. It is pointed out that at present, universal taxis only meet the needs of some people with reduced mobility, and general taxis still have considerable room for growth. It is hoped that the results obtained by the Institute can be used as a reference basis for subsequent evaluations by competent government authorities.

並列關鍵字

Accessible Taxi ； Expectation Confirmation Theory ； Information System Success Model ； Perceived Value ； E-Commerce Success Model ； A Post-Acceptance Model of IS Continuance