捷運系統服務水準及其指標之研究

捷運系統服務水準優劣，不僅影響旅客使用大眾捷運系統的意願，更是營運業者能否永續經營的重要參考指標。本研究分析台北捷運自1997-2001年營運通車後，有關服務水準之相關營運資料，並依據台北大眾捷運股份有限公司系統服務指標所訂定之系統營運目標，分析其各項服務指標是否達到預定營運目標之現況，結果顯示大部分服務指標均能符合系統設定之目標值，表示目前其服務品質在一穩定水準之上。同時為了解國內服務水準之服務指標訂定之恰當與否，本研究並與香港、新加坡之服務水準現況與評估方式做比較分析，認為系統服務指標應定期檢討其評估項目與彈性調整系統營運目標，而且服務水準評估指標訂定，必須考慮使用者感受、代表性、操作性、指標取得成本及國際共通性等原則，並能整合安全、快速、舒適、可靠等服務績效，以真正反映系統服務水準，達到落實捷運監理機制與永續經營之目標。

關鍵字

捷運系統；服務水準；服務績效

並列摘要

This paper examines Taipei Rapid Transit System (TRTS) operational performances from 1997 through 2001. Annual operation report data of Taipei Rapid Transit Corporation (TRTC) are collected and used to identify the level of service of TRTS and to be the integration of number of compared with other countries' MRTS. Results show that most of performances exceed the system operational standards and train service maintains its stable quality over the standards set by TRTC. Furthermore, we explore the characteristics of performance category and how to define the standards in order to reflect the basic necessity of travelers. Based on a customer service-oriented point of view, service evaluation should be the integration a number of performance indexes such as safety, mobility, comfort and reliability. These results may be used as references for monitoring purpose as well as for sustainable operation of TRTS.