應用複合多評準決策與模糊積分法探討台北都會區聯營公車服務品質

陳勇昇

doi:10.6846/TKU.2012.00097

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應用複合多評準決策與模糊積分法探討台北都會區聯營公車服務品質

Applying Hybrid MCDM and Fuzzy Integral to explore the service quality of Taipei city bus

陳勇昇 , Masters　　Advisor：許超澤　　

繁體中文 DOI： 10.6846/TKU.2012.00097

服務品質； DANP ；模糊積分法；折衷排序法；層級分析法； Service quality ； DANP ； fuzzy integral method ； VIKOR ； Analytic Hierarchy Process

Abstract │ Reference (132) │ Times Cited (3) │ Altmetrics

Abstract 〈TOP〉

Parallel Abstract 〈TOP〉

In the past research regarding the service quality of bus was mostly conducted under the assumption that each individual attribute is independent in their analysis. However, in any related topics regarding the service quality of bus, the different attributes of the criteria may be related and may have an effect on the evaluation result. By applying DANP combing the fuzzy integral method (mode 3) to conduct actual analysis, along with the AHP combining VIKOR method (mode 1) and AHP, fuzzy integral combining VIKOR method (mode 2) and using these two methods to conduct a comparison analysis, in order to provide related bus management some reference materials. 
This research uses Taipei city bus as example, and uses the resources provided by the Taipei public transport office, and choose eight of the bigger companies as evaluation units to conduct a survey and prove analysis. In the part of the survey, this study amended the scale of PZB service quality, and separated the public bus service quality scale into 4 parts: “service attitude of the employee and driver”, “tangible service equipment”, “convenience”, and “information reliability” to conduct a 2-part survey. The first part includes public bus service quality and fuzzy integral related survey, and the second part includes AHP and DEMATEL related survey, and then finally will collect all of the results to conduct three modes comparative analysis.
This research found out through prove analysis that the service quality of bus related topics are related to some of the criteria in the different attributes; therefore the assumption method of each attribute and the individual criterion is not that suitable in the current situation. Also, the prove analysis found out that by using the traditional assumption to analyze the weight of each attribute and the individual criteria, should consider the “convenience” and the “information reliability” as more important, and suggests that can moderately adjust the “service attitude” under “driver’s driving safety”, “interaction between the driver and passengers” and “driver will not pass over a stop” criterion items, and should also moderately separate the weight in the “convenience” and “information reliability” service quality items. As for the mode analysis, if we only consider the related criteria under each individual attribute, the evaluation result will not have a big difference. But if we compare between the 3 modes and look at the criteria in relation to all the different attributes, the evaluation results and the traditional assumption method will have a great difference; thus while conducting the service quality of bus evaluation and weight distribution, should first confirm whether there are any relations between the criteria within the service quality of bus, and also to decide on the basic assumption, choose the appropriate method to conduct the analysis. However, as for the result from this study, we found out that we should consider the criteria between the different attributes, in order to reach a more reasonable evaluation result.

Reference ( 132 ) 〈TOP〉

5. 余駿祺 (1994)，顧客滿意度對顧客忠誠度影響之研究—以台17線公路客運業為例，成功大學交通管理科學系碩士論文。
連結：
19. 杜更新 (1999)，國內電信事業服務品質與顧客滿意度之研究－以中華電信公司為例，元智大學管理研究所碩士論文。
連結：
37. 任維廉、胡凱傑 (2001)，大眾運輸服務品質量表之發展與評估-以台北市公車系統為例，運輸計畫季刊，第30卷，第2期，頁371-408。
連結：
39. 吳萬益、林清河 (2002)，行銷研究，華泰文化事業股份有限公司，台北。
連結：
42. 胡雪琴 (2003)，企業問題複雜度之探討及量化研究－以DEMATEL為分析工具，私立中原大學企業管理學系碩士論文。
連結：

Times Cited (3) 〈TOP〉

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