标题: | 台北捷运服务绩效指标检讨修正之研究 Taipei Mass Repaid Transit Service Performance Index Self Criticism & Amend |
作者: | 陈奇正 黄台生 运输与物流管理学系 |
关键字: | 服务指标;台北大众捷运系统;service Index;Taipei Mass Repaid Transit |
公开日期: | 1998 |
摘要: | 台北大众捷运股份有限公司系统服务指标于八十二年间订定,当初并未有真正使用者、监督者与营运者,捷运通车营运届满三年之际,原系统服务指标之代表性、完整性与评估服务水准之方式,实有必要检讨。本研究透过每日搭乘捷运乘客、捷运公司部门与线上同仁及主管机关交通局同仁深度访谈寻求各种不同需求与立场之共识交集,研拟衡量捷运系统服务水准之构面与指标,并建立一套客观评鉴作业方法,以对各路线之服务水准绩效进行衡量。 本研究因具有多目标性,故采多评准决策方法(Multiple Criteria Decision Making),以分析层级程序法(Analytic Hierarchy Process,AHP)构建总体服务水准评鉴的层级架构并求算各指标之权重,本研究所采用之评估指标包含质化指标及量化指标两类,为简化处理过程,利用古典满意度量测方法将质化指标先予以量化,使评估指标均成为量化的型式,为使得后续评估能有衡量基础,将各指标予以等距划分评定等级,最后再用所构建之评鉴方式对捷运系统服务水准绩效进行评估。 本研究运用捷运公司营运状况年报资料与乘客满意度问卷调查,对木栅线与淡水线进行服务水准之评估,经本研究评估后木栅线得分91.26分,评鉴等级属A级;淡水线得分81.62分,评鉴等级属B级。 Institute of Traffic and Transportation National Chiao Tung University Abstract When the service performance index of the Taipei Mass Repaid Transit Co. was set up in 1993,there was no user, no any practical supervisor nor operator. Now that the Taipei Mass Repaid Transit has been opened to traffic for nearly 3 years, the original service performance index was criticized with its representation, its completeness and with the way it evaluate its service performance. In this research, we searched for needs of all kinds and tried to meet different point of views from all stands. We tried to evaluate the indexes and structures of the service performance of the Taipei Mass Repaid Transit system; and to build up an objective scale to pass judgment on the service performance of each itinerary. Because of the multiple purposes of this research, we utilized Muptiple Criteria Decision Making and Analytic Hierarchy Process to construct the structure of overall service performance stander and calculated the proportion of each index. Those indexed utilized in this research including quantity index and quality index. In order to simplified the process we used classical satisfaction measurement to quantified the quality index , so that all the indexes evaluated were quantity. In order to set up a measurement standard for follow up evaluations, each index was equally divided into evaluational scales, then we evaluated the service performance of the Taipei Mass Repaid Transit system by the evaluational scales we had constructed. In this research we evaluated the service performance of the Mu-tsar itinerary and Dar-swei itinerary through the annul report of the Taipei Mass Repaied Transit Co. and satisfcational survey from daily passengers. The result came out as :with the score 91.26 the Mu-tsar itinerary was on A level; while the Dan-swei itinerary with score 81.62,on B level. |
URI: | http://140.113.39.130/cdrfb3/record/nctu/#NT870118021 http://hdl.handle.net/11536/63877 |
显示于类别: | Thesis |