延遲原因資訊與服務補救對歸因可控制性與顧客反應之影響：以臺鐵為例

Effects of Information of Train Delay and Service Recovery on Attributional Controllability and Customer's Response: A Case of TRA

延遲一直是大眾運輸旅客所關切的議題，尤以臺鐵列車延誤發生次數頻繁對旅客造成很大的影響。過去少有研究探討提供旅客延遲原因資訊，亦缺乏不同服務補救類型對鐵路旅客的影響之研究。因此，本研究主要在探討延遲原因資訊之提供、歸因可控制性、服務補救對鐵路旅客反映之影響，並對有等候經驗的臺鐵旅客進行問卷調查。經由統計分析結果顯示，在發生延遲的情況下，提供不同的延遲原因資訊，歸因可控制性與顧客反應存在著顯著差異。此外，旅客認知的歸因可控性及不同的服務補救措施，亦會對顧客反應有顯著的影響。特殊的是，不同的服務補救對於歸因可控制性與顧客反應間並無干擾作用。

Delay is always a concern issued by mass transportation passengers. The frequent delay of Taiwan Railways Administration (TRA) always significantly bothers them. Previous researches lacked consideration for the effects of information of train delay on the attributional controllability. Study on the influence of service recovery on passenger's response is also limited. As a result, this study explored the effects of information of train delay and service recovery on attributional controllability and railway customer's response. We took the TRA as an example and the data were collected through questionnaire survey to those passengers who had waiting experiences before. The results indicated that there exist significant differences in the attributional controllability and the customer's response among different provisions of information of delay reasons. In addition, the effects of attributional controllability and service recovery on customer response are significant. Especially, service recovery has no significant influence on the relationship between attributional controllability and customer response.