Institute of Transportation, MOTC

Ping-Shu Jao, 2009.01
Institute of Transportation Science, Tamkang University

　　In the implementation of the evaluation program of the Bus Carriers, we found that there was an obvious discrepancy between the ranking in the evaluation result and the degree of satisfaction of the passengers. In order to attain an objective and fair evaluation system as well as a credible result, this study will make an assessment review and a scale development of service quality on the base of the evaluation method of the passenger transportation of the freeway Bus Carriers in 2005.

　　In the section of the scale development of service quality, this study utilize the SERVQUAL approaches of the PZB (1988) service quality scale and the three-phase process by Hu Kai-Chieh (2003) to constitute a service quality scale which is applicable to the national passenger transportation, and additionally, through comparations of the SERVPERF, SERVQUAL, ZOT and IPA, and on consideration of the practical feasibility and investigation results, to select a comparatively feasible alternative. We expect that our study result would ameliorate the discrepancy between the evaluation result and the degree of satisfaction of the passengers, and that we contribute it for the reference of the relevant passenger transportation authorities.

　　On comprehension of the analysis results of the service quality models, and on the consideration of the feasibility of practical investigation, this study makes a plan on the service quality scale development. After condensation, we've got four compositions and twenty questions. The four compositions include the interactivity with the passengers, providing correct information, operations management and support, and driving service equipment. At last, the analysis of the questionnaires will reveal the amelioration possibility of the discrepancy between the evaluation result and the degree of satisfaction of the passengers.