國道客運業營運績效與服務品質之評估

An Assessment of the Operational Performance and Service Quality of Bus Services on N ational Freeway

國道客運路線開放對於客運業者改善營運績效、提升服務品質的成效如何，實有必要加以抨估檢視，俾作為復績相關政策規劃、制訂與施行之參考依據。本研究之目的即在針對國道客運開放初期之主要路線，評估業者之營運績效與乘客之服務品質知覺處受。在營運績效方面，本研究參考Fielding的學運績效努構設計評估指標，結果發現開放初期各路線之總載客數多已止跌回升，但由於新競爭者的加入瓜分市場，使得開放初期個別業者之管運績效普遍不佳；在服務品質方面，本研究修正服務品質量表SERVQUAL之間項內容，經由問卷調查結果發現，乘客認為開放後新加入客運公司之服務普遍優於舊有的客運公司，但乘客之期望與實際成受仍存在差距。此外，若從乘客搭乘之可及性、便利性、經濟性、舒適性等實質效益來說已有所進步。最後，本研究亦針對各客運業者及政府主管機關提出相關改善建議。

What are the concrete contributions toward raising service quality and carriers' operational performance? All these need to be evaluated and examined as the basis for further national freeway passenger transport policy planning, policy-making and implementation. This study attempts to evaluate the actual operational performance and the service quality of the major routes. After the opening of scheduled bus service in Taiwan Freeway, the demand for public transport has stopped its trend of declining and begun to rise. But because competition has been introduced and market been shaved, the operational performance of most of the bus companies have been further deteriorated Among the five aspects of service quality, i.e., tangibles, reliability, responsiveness, assurance, and empathy, there is still difJerence between passengers' expectation and perception. Besides, there are other relevant social-economic benefits, include accessibility convenience, economic, and comfort. Finally, we also made comments to the relevant improvement suggestions for the carriers and government authorities.