臺灣博碩士論文加值系統

國道客運業者，在取得路線經營權後，面臨著要不斷提升服務品質的競爭壓力，因此瞭解乘客的等候經驗以改進服務，就成為很重要的課題。過去研究將等候經驗視為由(1)顧客的知覺等候時間，(2)情感反應，及(3)對服務的評估三個要素所組成，前兩者彼此互有影響關係，且影響後者。而欲改善乘客的等候經驗，則必須找出影響知覺等候時間與情感反應之前導因素，因此本研究回顧相關之文獻後，除了將較常被應用之等候時間之資訊與填補時間納入考量外，也納入知覺擁擠。
以往關於等候經驗的研究，甚少考量人格特質的影響，頂多只納入容易量化的人口統計變項，如年齡、性別，因此，本研究增加公眾自我意識特質納入模式中，探討此一背景脈絡變項之影響，俾使此整合模式更能解釋乘客之等候經驗。
為驗證所建構之模式在客運業的適配性，本研究採用結構方程式模式作為分析工具，進行確認性因素分析與路徑分析。研究對象為搭乘短程路線-台北→新竹線與中程路線-台北→台中線的乘客。調查方式則於國道客運台北總站(D1轉運站)選取客運公司，並隨車發放問卷，待乘客下車後回收。本研究總共發放600份問卷，有效問卷回收424份。
分析結果顯示，(1)乘客情感反應為影響其服務評估最主要的因素。(2)在影響情感反應的變數中，除了等候時間之資訊無顯著影響外，其餘的變數均有達到統計的顯著性，包括等候時間之資訊、填補時間、知覺擁擠與知覺等候時間，其中以後者的負向影響最大。(3)在影響知覺等候時間的變數中，等候時間之資訊的負向影響大於填補時間的負向影響。(4)填補時間對知覺擁擠的影響亦為顯著。(5)高公眾自我意識特質分群中，等候時間之資訊對情感反應有顯著影響。
在管理意涵方面，本研究針對場站之經營管理，及個別業者之營運管理分別提出若干項具體建議。在場站方面，對目前D1轉運站之建議為(1)藉由場站內軟體的部份來改善乘客的知覺擁擠。(2)將等候時間相關資訊的規格與樣式統一，讓場站能夠整齊劃一。(3)在場站內設置足夠的休閒娛樂設施以及完善多樣化的商品以填補乘客的等候時間；對未來交九轉運站之建議為(1)未來興建時詳細依考量內部空間的設計與規劃。(2)設置功能多樣化的複合式商店或提供電話呼叫之服務。(3)由中央統一控管班次表與月台的使用。對個別業者之建議為(1)現場服務人員須有良好的態度舉止，並維持排隊秩序。(2)留意具高公眾自我意識特質的乘客並給予特別關照。(3)提供完善即時的等候時間之資訊。

中文摘要 i
英文摘要 iii
誌 謝 v
目 錄 vi
圖 目 錄 viii
表 目 錄 ix
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 3
1.3 研究範圍與對象 4
1.4 研究流程 4
第二章 文獻回顧 7
2.1 等候經驗與相關變數 7
2.1.1 等候經驗之主要研究變數 7
2.1.2 等候經驗之主要前導因素 9
2.1.3 等候經驗之主要整合模式 10
2.2 知覺擁擠：一個等候經驗不容忽視的前導因素 15
2.3 公眾自我意識特質：考量人口統計變項之外的心理特質變項 17
2.4 文獻評析 19
第三章 研究方法 21
3.1 研究架構與假設 21
3.2 問卷設計與衡量變數 23
3.3 問卷試測與修改 28
3.4 資料蒐集 30
3.4.1 調查範圍、對象與方法 30
3.4.2 抽樣方法 30
3.5 分析方法 31
第四章 研究結果 40
4.1 樣本結構分析 40
4.1.1 有效問卷回收率 40
4.1.2 樣本結構 41
4.1.3 乘客資料之基本統計分析 42
4.2 問卷信度分析 45
4.3 模式驗證與適配分析 46
4.3.1 確認性因素分析 46
4.3.2 衡量模式之信、效度分析 47
4.3.3 路徑分析 49
4.3.4 模式影響效果 52
4.4 人格特質分群模式分析 55
第五章 結論與建議 66
5.1 結論 66
5.2 建議 68
5.2.1 對國道客運業之建議 68
5.2.2 對未來研究之建議 71
參考文獻 72
附錄一、國道客運台北總站進駐路線表及轉運站配置圖 77
附錄二、問卷內容 80
附錄三、整體模式相關係數矩陣 82
附錄四、高公眾自我意識相關係數矩陣 83
附錄五、低公眾自我意識相關係數矩陣 84

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