計程車乃都會地區重要的公共運輸工具，同時具有社會安全、社會福利、勞工就業與都市行銷等多元化角色。由於政府管制政策失靈，使得都市地區計程車呈現供過於求的現象，已造成社會成本的負擔。本研究首先透過產官學界深入訪談，來了解計程車產業問題本質，採用「決策實驗室分析法」(DEMATEL) 和「集群分析法」(cluster analysis) 以釐清並篩選產業改善因素間之因果關係。研究結果顯示，計程車產業改善政策的關鍵因素在於穩定而有保障的營業收入、健全的產業制度和業者對政策的接受程度。而有關乘客服務品質的因素皆為被影響因素，顯示直接針對服務品質的改善或規範，效果有限且難以真正解決計程車產業問題。計程車產業改善方案之研擬，必須能夠考量關鍵因素，才可有效解決計程車產業問題。本研究成果除了可以作為政府研擬推動策略方案之參考，亦可作為後續方案評估之基礎。

Taxis are a vital part of public transportation in metropolitan areas, while also playing multiple roles in terms of social security, social welfare, labor employment and urban marketing. Due to the failure of government regulations, increasing operating costs and gradually expanding rapid transit network, the taxi industry has been in an inefficient operational environment with a heavy cost burden for society. First of all, this study identifies the problems of the taxi industry through in-depth interviews. Then, the study uses DEMATEL and cluster analysis to clarify the causal relationship among factors and select critical factors. The result shows stability and security of income, a sound industry system and industry acceptance of government policies are the three most critical factors. It should be noted that the quality of customer service-related factors are to be listed as affected factors. Therefore, the improvements must be directly related to these three critical factors. In addition to helping to formulate improvement programs for the taxi industry, the findings of this paper can also be applied for assessing improvement alternatives in further research.