客運業者服務品質之研究——以2015台灣好行獅山南庄線客運業為例

Research on quality indicators of the passenger service industry- Using 2015 Taiwan Tourist Shuttle service- the Shishan Nanchuang line passenger transport industry as an example

為因應大眾運輸工具普及，提升旅遊服務品質，本年度台灣好行－－獅山南庄線針對客運業者進行服務品質之調查，以提升客運業者服務品質與民眾搭乘整體滿意度。調查時間為104年5月路線上線至104年6月30日止，每周包含平、假日分別調查。評量客運業者服務品質，共有六大構面，包含：（A）硬體設施與環境、（B）軟體服務品質、（C）服務資訊提供、（D）路線服務水準、（E）路線規劃構面、（F）班次規劃等進行客運業者服務品質之研究，作為未來改善服務品質之依據。

Improve the quality of tourism services for the popularity of public transportation. This year, Taiwan Tourist Shuttle service-the Shishan Nanchuang line for passenger transport industry to investigate on service quality of the passenger transport service industry and the satisfactions of overall. From May to June 30 2015, for each week separating 2 investigation which are Monday to Friday and weekend. There are 6 facets in total for assessment of passenger service quality industry: (A) hardware facilities and the environment, (B) software and services quality, (C) services and information provided, (D) Directions service qualities, (E) route planning facets, (F) Research on service quality of the passenger transport service industry and quality indicator shift planning for the elements for future service system improvements.