海運大眾運輸營運與服務績效評估-模糊多準則評估之應用

Abstract

縱觀國內外關於大眾運輸之研究報告較少著墨於海運大眾運輸營運與服務績效評估，然而海運之特性亦不同於其它運具，若要衡量海運大眾運輸之績效，自有必要建立其獨特之績效評估準則。本文之目即是依海運運輸之特性建立合理的營運與服務績效評估準則、求得適當之權重、並運用在實例上以探討業者之績效。 本文所擬之營運與服務評估指標，主要參考「大眾運輸營運評鑑辦法（草案）」，輔以相關研究之建議及腦力激盪法而得到其評估指標集。依其指標特性，可將海運大眾運輸業者之營運與服務績效評估分成二個層面，分別為政府監督面（營運安全）與乘客使用面（旅客服務面）。為結構化其指標及項目，及消弭問卷調查語意中語意模糊性、以及資訊不明確性的問題，故研究中以模糊層級分析法求得評估指標集之權重，以Chen＆Hwang(1992)五尺度語意模糊數轉換模糊語詞；簡單加權法綜合指標之績效值，並以Kim-Park法排序之，最後以極大極小貼近度將其分等。 本研究以東琉線六家業者為例，評估其營運與服務績效，研究結果發現，在政府監督面的指標上，各業者之績效相等，就總體而言,以欣泰輪表現較佳，而觀光輪表現較差,六家業者之營運與服務績效評估之等級為B級，即是六家業者在營運與服務績效之表現上，均為優良。 本研究之政府監督面的指標，無法顯示各業者之優劣程度，因而建議可採業者在該層面各指標之努力的程度來評判業者之表現；本文中未探討質化指標以及績效等級的模糊數的轉換方式，事實應對此問題之語意尺度轉換值重新調查，未來之研究可朝向此二方面發展，使海運大眾運輸營運與服務績效之評估更加精確。

Take an overview of literatures relating to mass transportation both at home and abroad, they placed less emphasis on performance evaluation of marine mass transport. However, the nature of marine transport is different from that of other transport modes. If evaluation of the performance of marine mass transport is desired, certainly a unique criteria for performance evaluation should be established. The purpose of this text is to establish a reasonable criteria for the evaluation of the performance of operation and service subject to the nature of marine transport, to obtain appropriate weight and apply them to the real example for studying the performance of operators. The indices for the evaluation of operation and service as listed in this text are chiefly referred to “Regulations Governing The Discrimination of Operation of Mass Transport (Draft)” and are obtained by means of recommendations by related researches and brainstorming method. According to the characteristics of indices, performance evaluation for the operation and service of marine mass transport operators may be divided into two aspects, say government monitoring side (safety of operation) and passengers’ usage side (passenger service). In order to structure the indices and items, get rid of linguistic vague in questionnaire survey linguistic and information uncertainty, the research is to obtain the weight of evaluation indices by means of Fuzzy Analytic Hierarchy Process method, transform the linguistic expressions into fuzzy number by Chen & Hwang (1992) five linguistic scale ; performance value of composite indices of simple weight method, ordering by Kim-Park method, and finally equalize by max-min close of degree method. The research takes six operations in Tung-Liu Line as example, evaluating the performance of their operation and service. The result of research has discovered performance is equal among the operators with respect to government monitoring indices. Generally speaking, Hsin-Tai Ship displays the best performance and Tourism- Ship the worst. According to performance evaluation of operation and service, the six operators obtain grade B, i.e. the performance of their operation and service is fine. In the research, as government monitoring indices can not display good and bad degree of operators so it is proposed to judge their performance subject to the extent of their effort in the indices on the aspects concerned; in this text the conversion of qualitative indices and performance grade linguistic is not studied. In fact, investigation of linguistic scale conversion value for such problem should be conducted. The research in the future may be developed toward the two aspects to make the evaluation of performance relating to the operation and service of marine mass transport more accurate.