臺灣博碩士論文加值系統

過去在鐵路領域，列車延誤問題之重要性一再被提出，許多文獻也已從列車排班上提出改善列車誤點之方法。而文獻指出，消費者等候問題可從運轉上與感知上兩方面進行改善。鑑於改善鐵路列車延誤之文獻，較少從消費者心理、感知面切入研究，因此本研究著重在乘客心理面之觀點，探討在列車延誤發生時，不同情境對於改善乘客等候過程負面情緒之效果。
本研究透過問卷調查進行資料蒐集，一共蒐集了992份有效樣本。而後採用試題反應理論(IRT)底下之partial-credit model與Samejima’s graded response model進行結果分析。結果得出各個情境對改善乘客等候過程負面情緒之效用高低排序。此外，經由IRT模式，可測得乘客對於等候負面情緒之調適能力強度，並依個體特徵進行分類，比較不同特徵之乘客對於等候負面情緒調適能力之差異。本研究之模式，可供不同公司對其顧客進行相似之分析，進一步在其顧客群對服務、消費等候不同之調適能力下，找出可以改善消費者等候負面情緒之情境，以作為改善之參考策略。

In railway, train delay is an important issue. Since train delay causes passenger waiting, it has a magnitude impact on passenger satisfaction and operations capabilities. Research indicates operation management and perception management are main ways to improve consumer waiting problem. However, in recent years, a few studies already introduced operation management strategy to reduce train delay including timetable arrangements. Comparatively, it is difficult to find studies on perception management. Therefore, this research explores the waiting problem from passengers’ psychology perspective.
In this work, the partial-credit model and Samejima’s graded response model of IRT are adopted. An empirical analysis was performed using data of self-report questionnaire from 922 respondents. Result showed passengers’ adjustment ability of negative emotion under waiting is high. Moreover, the method ranks the items on a continue continuum, it helps to recognize the situations’ effect on improving passengers’ waiting dissatisfaction.
Finally, this research provides a framework for other companies to examine the consumers’ modification ability of waiting dissatisfaction and helps to identify suitable strategies for improving passengers’ waiting emotion.

目錄 I
圖目錄 III
表目錄 IV
第一章 緒論 5
1.1 研究背景與動機 5
1.2 研究內容與目的 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 等候感知經驗與相關理論 7
2.1.1 等候感知與知覺等候時間 7
2.1.2 個體對時間之主觀估計 8
2.1.3 領域理論（Field theory） 9
2.1.4 歸因理論(Attribution theory) 10
2.2 等候經驗及管理 11
2.2.1 消費者等候之心理特性、經驗 11
2.2.2 改善消費者等候感受之策略 12
2.3 影響乘客等候過程感受之因素 15
2.3.1 服務環境 15
2.3.2 個人因素 16
2.3.3 管理者管理策略之實施、介入 17
2.4 IRT模式應用文獻 18
2.5 小結 20
第三章 研究架構與方法 23
3.1 乘客對等候延誤列車負面情緒調適能力之量測 23
3.2 試題反應理論(Item Responses Theory; IRT) 26
3.2.1 Rasch模式 27
3.2.2 Samejima’s graded response model 30
3.2.3 IRT模式假設 33
3.2.4 模式與資料配適度 35
3.2.5 IRT模式之優點 38
第四章 問卷內容與調查 40
4.1 問卷內容 40
4.1.1 基本資料 40
4.1.2 乘客對等候延誤列車負面情緒調適能力之量測 40
4.2 問卷施測 42
4.3 樣本結構分析 43
第五章 結果分析 46
5.1 問項填答之敘述統計 46
5.2 IRT假設之驗證 47
5.3 Rasch模式分析結果 48
5.3.1 基本統計結果 48
5.3.2 情境問項難度參數 51
5.3.3 受測者能力參數 61
5.3.4 試題功能差異之評估 62
5.3.5 不同群體受測者能力之比較 65
5.4 Graded response model分析結果 67
5.4.1 題目參數校估 67
5.4.2 GRM配適度檢測 68
第六章 結論與建議 70
6.1 結論 70
6.2 建議 72
6.3 研究與實務貢獻 73
6.4 後續研究方向 74
中文參考文獻 75
英文參考文獻 75
附錄一 86
附錄二 89

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