QR Code乘車意見回饋系統於醫院接駁車之管理效用評估

Effectiveness of QR code-based feedback system in improving hospital shuttle bus service satisfaction of passengers

為達就醫可近性的目標，目前各醫院所提供的免費接駁車服務，為一般民眾就醫最常利用的交通工具，本研究以結合QR Code設計一套乘車意見回饋調查系統，使用於某醫學中心接送看診民眾的免費接駁車上，藉由此系統乘客可透過智慧型手機以掃瞄QR Code的方式即時反應乘車的意見及滿意度，使後端的管理者在管理車輛服務品質時，更能有效縮短反應時間，達到立即改善的目的。同時可藉分析持續性的資料回饋，提升接駁車司機人員的服務品質與交通安全管理效果。本研究運用此回饋系統所蒐集的反應數據發現，在車輛硬體及乘車環境品質上較易達到一致的品質水準；而有關於服務司機人員所呈現的品質，如服務應對態度、行車安全方面，不同服務人員雖經一致的訓練要求，但對乘客仍會產生明顯的差異感受。因此在管理接駁車的服務品質上，應對於司機人員的道路行車安全態度、服務情緒及身體狀況要進行車輛出車前監督之查核，以能有效提高來院乘客的乘車滿意度，也能更有效維護車輛之行車安全。

Patients frequently use the free shuttle bus service for commuting to and from hospitals inTaipei. Most shuttle bus service departments of hospitals in Taipei do not have online feedbacksystems for shuttle bus passengers and immediate supervision mechanisms for the bus drivers.This leads to lack of information on bus drivers' behaviors and the passengers' satisfaction.Moreover, service managers cannot implement mechanisms for improving the service, andfeedback data for analysis cannot be obtained easily.Here, to increase service satisfaction among hospital shuttle bus passengers, we implementeda QR code–based online feedback system that can reflect their feedback immediately. For usingthis system, the passengers were asked to use their smartphones to scan the supplied QR code andenter their feedback by visiting the embedded URL. This study also determined the speed at whichthis system collected and delivered information of passengers' satisfaction and thus providedmanagers with information on drivers' behavior and shuttle buses' condition.We downloaded 2018 feedback records of the passengers regarding drivers' behavior anddriving technique and shuttle bus condition from this system. These data were compared usingone-way analysis of variance. The statistical comparisons were made between these five shuttlebuses service feedback scores. The results revealed differences among qualities of all four shuttlebus services with regard to the driver-related factors.In conclusion, the QR code–based feedback system aided shuttle bus service managers inunderstanding passengers' feedback regarding the bus drivers effectively and thus improving theirservice quality. Thus, this system provides a supervision mechanism for passengers and managers.Our system may be useful in improving the management of shuttle bus services of hospitals,particularly those that outsource their shuttle bus services.