台北捷運服務績效指標檢討修正之研究

Abstract

台北大眾捷運股份有限公司系統服務指標於八十二年間訂定，當初並未有真正使用者、監督者與營運者，捷運通車營運屆滿三年之際，原系統服務指標之代表性、完整性與評估服務水準之方式，實有必要檢討。本研究透過每日搭乘捷運乘客、捷運公司部門與線上同仁及主管機關交通局同仁深度訪談尋求各種不同需求與立場之共識交集，研擬衡量捷運系統服務水準之構面與指標，並建立一套客觀評鑑作業方法，以對各路線之服務水準績效進行衡量。 本研究因具有多目標性，故採多評準決策方法（Multiple Criteria Decision Making），以分析層級程序法（Analytic Hierarchy Process,AHP）構建總體服務水準評鑑的層級架構並求算各指標之權重，本研究所採用之評估指標包含質化指標及量化指標兩類，為簡化處理過程，利用古典滿意度量測方法將質化指標先予以量化，使評估指標均成為量化的型式，為使得後續評估能有衡量基礎，將各指標予以等距劃分評定等級，最後再用所構建之評鑑方式對捷運系統服務水準績效進行評估。 本研究運用捷運公司營運狀況年報資料與乘客滿意度問卷調查，對木柵線與淡水線進行服務水準之評估，經本研究評估後木柵線得分91.26分，評鑑等級屬A級；淡水線得分81.62分，評鑑等級屬B級。

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.