交通運輸資訊網站服務品質之研究-以「交通服務e網通」網站為例

Abstract

為提供更有效的交通運輸方式並降低衍生的問題，政府單位近年持續發展智慧型運輸系統，交通部運輸研究所亦陸續建置「全國路況資訊中心」、「陸海空客運資訊中心」與「都市交通資訊中心」三大資訊中心，並彙整設立「交通服務e網通」網站，以提供民眾各式交通資訊。對於網站服務提供者而言，了解各項服務功能是否為使用者所滿意與重視是相當必要的課題。本研究利用Parasuraman、Zeithaml及Berry所提出的服務品質衡量模式(SERVQUAL)為基礎並搭配Kano二維度面向，針對本網站各項服務功能進行問卷設計後對網站使用者施以調查，調查結果依服務品質屬性分類，以暸解顧客對於各項服務功能的品質屬性並進行分析。 調查結果顯示，本網站各項功能尚有所用途並屬滿意，而現階段最需注重的部分為提供個人化資訊服務，以及網站對於各類型瀏覽器的適用性。

In recent years, the government develops Intelligent Transportation Systems to provide a more efficient but less congestion way of traffic and transportation. The Institute of transportation (IOT), also launched “e-Traffic Center,” “e-Trans Center,” and several cities’ traffic information centers and combined all the information sources to established “Traffic and Transportation Service Center” website. Its' performance and the satisfaction by users are important issues that we concerned. We utilized the SERVQUAL model proposed by Parasuraman, Zeithaml, and Berry with Kano's two-dimensional quality model as other related papers to set up the questions. The outcome data classified based on the Kano's quality model, so that the degree of satisfaction and the type of product requirements can be obtained. The inquiry elicited that services this website provides are useful and satisfied, the most important parts the provider faced are information personalization and browsers' support.