高雄捷運服務品質滿意度之分析

A Study on Service Satisfaction of Kaohsiung MRT

由於經濟快速發展，導致人口密集之高雄都會區，對於大眾交通工具之需求逐漸提高，為了解決乘客及道路使用問題，以及讓交通惡化得以紓解，因此發展大眾運輸環境克不容緩。本研究目的為了解乘客搭乘高雄捷運之特性，並探討乘客對於高雄捷運系統之知覺與期望品質。最後藉由分析，探討高雄捷運系統服務缺口，以供業者經營管理之參考。本研究藉由文獻回顧、問卷調查方式取得研究所需之相關資料，調查對象以高雄市捷運站內的民眾為主，採隨機抽樣方式進行，並以統計軟體進行資料分析。本研究結果發現目前民眾對於高捷站周邊規劃、捷運票價，滿意度相對較低；且認為目前高雄捷運多以休閒為主的使用方式，應提高其使用效率，達到大眾運輸系統之最高效益。 Because of peoples' economic need and for faster mobility, development raises up in Kaohsiung city’s public vehicles. Therefore, it’s not only of great urgency to develop public transport environment, but also to provide passengers’ need for their satisfaction through appropriate service and facilities. This research aims to determine the perception of the passengers based on their experiences, satisfaction, convenience, and expectations from the employees’ services and the facilities of the Kaoshiung Mass Rapid Transit (KMRT). This is also to render help to KMRT operators for the improvement of their services and facilities. The information needed in this study was obtained through literature review and questionnaire survey. The respondents are the passengers of KMRT, who were picked randomly as samples. The statistical tool used to analyze the data was SPSS software. The result shows that the passengers are unsatisfied with KMRTs’ planning and ticketing. Now, KMRT is used mainly for leisure. It should raise the use of efficiency to reach the highest benefit of public transport system.

Because of peoples??economic need and for faster mobility, development raises up in Kaohsiung city’s public vehicles. Therefore, it’s not only of great urgency to develop public transport environment, but also to provide passengers’ need for their satisfaction through appropriate service and facilities. This research aims to determine the perception of the passengers based on their experiences, satisfaction, convenience, and expectations from the employees’ services and the facilities of the Kaoshiung Mass Rapid Transit (KMRT). This is also to render help to KMRT operators for the improvement of their services and facilities. The information needed in this study was obtained through literature review and questionnaire survey. The respondents are the passengers of KMRT, who were picked randomly as samples. The statistical tool used to analyze the data was SPSS software. The result shows that the passengers are unsatisfied with KMRTs’ planning and ticketing. Now, KMRT is used mainly for leisure. It should raise the use of efficiency to reach the highest benefit of public transport system.