地下車站乘客動線服務績效衡量之研究

Abstract

台灣地區都會區地狹人稠，地價昂貴，因此欲發展軌道大眾運輸，考量成本與對周遭環境帶來的影響，車站的規劃設計常設於地下。目前台鐵台北車站、捷運車站是提供旅客集中、分散的場所，加上未來高鐵通車後，將有大量的人潮湧進台北車站，因此這種三站合一的車站其運作良窳將攸關車站整體績效，也反應車站整體的服務品質。過去的研究多針對車站各項設施之設置標準與空間佈設方法評估等有關車站動線供給面而提出改善補強的措施與解決問題方法，但是地下車站乘客動線服務功能的發揮則為目前另一項值得研究的課題。車站是使用者與運輸設施的一個影響介面，車站內部服務績效包含硬體及軟體構面，硬體是結構體或設施，不容易改變的如：電機、機械設備、垂直系統、車站建築設計；軟體方面則是包括乘客動線的安排、提供的服務、公共設施的擺設、標示系統、購票系統…等，由於乘客進入車站後將是接觸一連串的場站服務。因此本研究希望對與乘客關係最密切的行走動線做探索，透過乘客行走行為的分析，引用灰色理論搭配產生的質化與量化績效指標，進行綜合評估。在本研究中將依引用的理論與方法，提出一套地下車站動線服務績效衡量的架構與程序，並評估其實用性、操作性、合理性，在程序架構中針對地下車站的特性，進而以「節點（公共設施）、節線（通道、路徑標示）」的網路概念，探討乘客於地下車站接受一連串動線服務設施的績效，試著構建整體動線服務績效模式找出影響乘客動線的關鍵節點、或節線，經由評估準則建立其評估指標，以灰色統計法篩選適合指標後，以灰色層級分析法構建指標的影響權重後，再以滿意度分析進行綜合評估。最後並以台北火車站、捷運公館站兩種不同類型車站做比較驗證其實用性，結果顯示在不同特性的車站，乘客所重視的指標屬性皆不同，因此本研究所提的評估架構程序可應用於其他地下車站內使用。

As many underground transit systems include subways, mass rapid transit systems (MRTS), High Speed Railway (HSR) improve the urban traffic and living condition.There will be large number of passengers walking into the underground stations in the peak hours. The evaluation of moving path service for passengers becomes a critical issue. Walking environment facilities layout of station is important, since it affects service performance of transit station locations like entrance-exit gate,check-in gate, passageway, joint of passageway and the entrance of the escalators get stuck. How to establish the evaluation indicator of each facilities and intergrate these facility’s performance for underground station becomes a main work.. The objectives of this study is to establish the evaluation framework and process of passenger’s moving path service into underground station. We also evaluate d the framework and process by application, rationality, availability. In this process, we evaluate walking path’s facilities beyond the Link and Node network concept. Consider the facilities that passengers queue or slow down their speed as node, corridor or escalator that connect these region as links. Then defined and analyzed the factor which influence station passenger’s moving path. According to the evaluation criteria , list both qualitative and quantitative indicators measure a particular link or node. Use Gray statistics methodology to select proper indicators. The Grey Analytic Hierarchy Process (GAHP) is a systematic approach for determining the relative influence of each indicator. Not only weighting of indicators by influence obtained, but also the relative influence of each indicator with respect to all other indicator is found. At last ,it uses satisfaction analyses and Simple Additive Weighting(ADW) to measure these indicator’s performance by questionnaire survey. Finally, this study has chosen Taipei Station and Kungkuan station of Taipei MRT system to test this evaluation process’s application..