隨著台灣經濟起飛,交通建設已成為民眾南來北往的重要交通樞紐,民眾可選擇的大眾運輸不勝枚舉。其中,鐵路運輸更是占有舉足輕重的角色。過去雖有諸多研究針對鐵路運輸進行研究,然而對於乘車流程之搭乘服務關鍵因素尚未有足夠之參考依據,也較少藉由全面性觀點進行探討與分析。 為此,本研究彙整專家學者的文獻佐證,透過KJ法,將鐵路運輸搭乘服務關鍵因素進行分群與排序,依分群後之結果進行建立類別及構面名稱,以獲得搭乘服務關鍵因素架構雛形,並透過焦點團體法與德爾菲法來確認此關鍵因素架構之合理性。接著,經由層級分析法,建立架構中各構面、類別、項目之權重值。最後,本研究之研究成果得知,鐵路運輸搭乘服務中,專家學者們一致認為購票服務與車廂空間二項類別中,各項目為整體權重值較高之搭乘服務關鍵因素。 因此,透過本研究,不僅可協助鐵路運輸業瞭解搭乘服務之關鍵因素,並可作為鐵路運輸業建置各項服務守則及制訂策略方案參考與發展服務創新之決策及考量資源投入與否之依據,藉此增加搭乘鐵路運輸旅運量,方可使鐵路運輸業獲取更多利潤,並提供顧客更好的搭乘服務品質,以提高顧客再次搭乘之意願。
Based on Taiwan's economic growth, transportation has become a major hub among people which link south to north and vice versa. On the move people have many options to choose in public transportation. Among them, railway transportation is the most chosen as a main role. Although in the past research had studied and investigated for transportation system, still most analysis and research has proven railway transportation as a comprehensive intend due to the customer satisfaction. For this reason, nowadays literature experts aggregated evidence through KJ method, which services carried aboard grouping and sorting, and confirm the reasonableness of the key factors of this method through Focus Group Interview and Delphi method, and then, via the analytic hierarchy process (AHP), the establishment of various facets, category, right project factors weight value. Finally, the results of this study whom agreed by the expert is to take ticketing service and car space projects binomial factor for the overall category instead of the value of the weight factor critical projects and services. Therefore this study is not only to assist the railway transport services to provide and build a good transportation services as the key factors, but also to state the development of codes reference for strategic plan. Thereby increasing rail transport trip aboard traffic will increase railway transport benefits, and provide customers with better quality service. Therefore, customer can have more satisfaction as well.