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題名：公共運輸無縫轉乘服務品質、滿意度與忠誠度之關聯模式構建：以臺北都會區轉運站為例
書刊名：運輸學刊
作者：陶治中 引用關係／范傑智
作者(外文)：Tao, Chi-chung／Fan, Chieh-chih
出版日期：2015
卷期：27:2
頁次：頁249-279
主題關鍵詞：服務品質；滿意度；忠誠度；結構化方程模式；貝氏網路；Service quality；Satisfaction；Loyalty；Structural equation modeling；Bayesian network
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(3) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:3
  • 共同引用共同引用:20
  • 點閱點閱:221
根據交通部統計處調查顯示，近年來民眾不願搭乘公共運輸的因素，有23%~30%的民眾認為公共運輸轉乘不便為主因之一。本研究嘗試以使用者觀點，探討公共運輸無縫轉乘之空間、時間、資訊與服務4大面向之潛在構面與相關觀察變項，並依前述關聯模式架構，結合服務品質、顧客滿意與顧客忠誠理論模式，構建一個可反應現況之因果關係網路模式。本研究透過結構化方程模式驗證所提模式之配適程度，確立構面間路徑之成立關係，以奠定整體模式之合理基礎，然後藉由貝氏網路模式，在整體無縫轉乘服務品質的改善與無縫轉乘滿意度的提升之下，預測乘客對公共運輸忠誠度的變化，並從中歸納出關鍵改善構面與次序，據以提出改善策略。
In Taiwan, according to Ministry of Transportation and Communications' travel surveys in recent years 23% to 30% of the people think public transportation is not convenient to transfer. It shows that seamless transfer in public transportation has become a hot issue for research. This paper aims at modeling a causal model of seamless transfer's service quality satisfaction and loyalty to public transportation by conducting an empirical study at two transfer stations in the Taipei Metropolitan. Seamless transfer of public transportation can be classified into space, time, information and service from the passengers' viewpoint. Based on results of the questionnaires, the hypothesis of causal relationships among service quality, satisfaction and loyalty can be verified by the Structural Equation Modeling (SEM).Then the Bayesian Network (BN) model is used to predict passengers' shifts between private and public vehicles if certain seamless transfer strategies are implemented. The findings can be referred to other similar application areas with modified models in the future.
期刊論文
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2.Nie, W.(2000)。Waiting: integrating social and psychological perspectives in operation management。The International Journal of Management Science，28(6)，611-629。  new window
3.Bakker, J. J.(1976)。Transit Operating Strategies and Levels of Service。Transportation Research Record，606，1-5。  new window
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5.Espinosa, J. M.、Holm, E. F.、White, M. E.(2005)。Creating Intelligent Coordinated Transit: Moving Mexico the Smart Way。Journal of Transportation Research Boards，1927，139-148。  new window
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11.Wong, A.、Sohal, A.(2003)。Service Quality and Customer Lovalty Perspectives on Two Level of Retail Relationship。Journal of Services Marketing，17(5)，495-513。  new window
12.Alter, C. H.(1976)。Evaluation of Public Transit Services: the Level-of-Service Concept。TRR，606，37-40。  new window
13.Butcher, K.、Heffeman, T.(2006)。Social regard: a link between waiting for service and service outcomes。Hospitality Management，25，34-53。  new window
14.Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing，63，33-44。  new window
15.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
16.Taylor, Shirley(1994)。Waiting for Service: The Relationship Between Delays and Evaluations of Service。Journal of Marketing，58(2)，56-69。  new window
17.Hurley, R. F.、Estelami, H.(1998)。Alternatives Indexes for Monitoring Customer Perceptions of Service Quality: A Comparative Evaluation in a Retail Context。Journal of the Academy of Marketing Science，26(3)，209-221。  new window
18.Spreng, R. A.、Mackoy, R. D.(1996)。An empirical examination of a model of perceived service quality and satisfaction。Journal of Retailing，72(2)，201-214。  new window
19.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing，52(2)，35-48。  new window
20.Caruana, A.(2002)。Service loyalty: the effects of service quality and the mediating role of customer satisfaction。European Journal of Marketing，36(7/8)，811-828。  new window
21.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。  new window
22.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science，16(1)，74-94。  new window
23.任維廉、胡凱傑(20010600)。大眾運輸服務品質量表之發展與評估--以臺北市公車系統為例。運輸計劃，30(2)，371-407。new window  延伸查詢new window
24.Wong, A.(2004)。The Role of Emotional Satisfaction in Service Encounters。Managing Service Quality: An International Journal，14(5)，365-376。  new window
25.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
26.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
27.Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research，30(1)，7-27。  new window
28.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。  new window
29.Vansteenwegen, P.、Oudheusden, D. V.(2006)。Developing Railway Timetables which Guarantee a Better Service。European Journal of Operational Research，173(1)，337-350。  new window
學位論文
1.邱靜淑(2004)。都市通勤者運具選擇行為之研究(碩士論文)。國立暨南國際大學。  延伸查詢new window
2.孫允文(2009)。服務品質與再購意願要因研究-以高雄捷運為例(碩士論文)。國立高雄應用科技大學。  延伸查詢new window
3.許朝宗(1992)。捷運車站轉乘設施規劃之研究--以高雄都會區大眾捷運系統為例(碩士論文)。國立成功大學。  延伸查詢new window
4.楊賀評(2009)。捷運系統旅客服務品質準則之選取與評估--以高雄捷運系統為例(碩士論文)。國立成功大學。  延伸查詢new window
5.鄭永祥(1994)。機車使用者轉乘大眾捷運系統個體選擇行為之研究(碩士論文)。國立交通大學。  延伸查詢new window
6.蕭傑諭(1996)。以習慣觀點探討旅運者運具選擇行為之研究(碩士論文)。國立交通大學。  延伸查詢new window
7.陳建銘(1999)。腳踏車使用者轉乘捷運系統之個體選擇行為模式(碩士論文)。國立成功大學，臺南市。  延伸查詢new window
圖書
1.Lovelock, C. H.(1996)。Service Marketing。Prentice Hall：Englewood Cliffs。  new window
2.Bentler, P. M.、Wu, E. J. C.(1993)。EQS/Windows user's guide。Los Angeles, CA：BMDP Statistical Software。  new window
3.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, Barry J.(1998)。Multivariate data analysis。Prentice-Hall, Inc.。  new window
4.Bollen, Kenneth A.、Long, J. Scott(1993)。Testing Structural Equation Models。Sage Publications, Inc.。  new window
5.Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
其他
1.交通部統計處(2011)。民眾日常使用運具狀況調査，http://www.motc.gov.tw/ch/home.jsp7ici: 54&parentpath=0,6， 2011/10/14。  延伸查詢new window
 
 
 
 
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