市區公車乘客認知服務品質屬性之評估與改善排序－－期望容忍區間與重要度為觀點

Evaluating and Prioritizing the Attributes of Passenger's Perceived Service Quality of City Bus- From the Viewpoints of Tolerant Zone of Expectation and Importance

提升並改善市區公車服務品質一直是大眾運輸研究相當重要的課題。服務品質評估的方式之一，是以乘客對服務的期望與實際知覺感受的差距。其中，期望又可區分為渴望的服務與適當的服務，而兩者的差距即為期望容忍區間。本研究主要目的在以期望容忍區間及重要度為基礎，首先提出一市區公車乘客服務品質屬性評估模式（ZSQ），其次則發展屬性排序分析架構（NIZSQ）。本研究以臺北市市區公車為例，採用問卷調查法進行資料蒐集，並以統計分析進行各項假設檢定。研究結果顯示，安全相關屬性及候車時間是最需要優先改善的屬性。

Improving and enhancing the service quality of city bus systems has been an important topic in public transportation research area all the time. One of the methods to evaluate the service quality is to measure the gap between the passenger's expectation and perception. The expectation can be divided into desired service and adequate service, and the difference between these two is the tolerant zone of expectation. The two objectives of this study are, based on the tolerant zone of expectation and the degree of importance, to propose a model for evaluating service quality (ZSQ) and to build an analytical framework for prioritizing attributes (NIZSQ). This research took the Taipei city bus service as an example and the data were collected by questionnaire surveys. Besides, statistical analysis was adopted to test the hypotheses. The result shows that the first two priorities for improvement are the attributes related to safety and passenger waiting time.