近年來政府開始投入建設大型轉運中心，希望經由系統整合達到無縫運輸之服務，而台北市政府轉運站(Taipei City Hall Bus Station)即為政府以BOT (Build（興建）、Operate（營運）、Transfer（轉移）)之方式建造而成一公路客運轉運站，隨著搭乘人數的增多，其場站內運輸環境與客運服務也備受重視。在行政院經委會2010年所提出人口推計報告書中，預計2025年高齡者人口比率將會超過20%，因此本研究以高齡旅客為研究對象，評估市府轉運站場站環境與客運班次服務，並探討對於整體滿意度及行為意向之影響。本研究以問卷方式於市府轉運站訪問高齡旅客，取得152筆有效樣本，並以偏最小平方法(Partial Least Square, PLS)作為分析工具，驗證所建構之兩服務評估模式。結果顯示，模式一部分，舒適性、安全與便利性、人員互動與服務反應性皆正向影響整體滿意度，資訊可及性無顯著影響整體滿意度；模式二部分，服務場景滿意度正向影響整體滿意度，知覺等候滿意度對於服務場景滿意度與整體滿意度無調節效果；而知覺等候滿意度在模式一與模式二中皆正向影響整體滿意度、且整體滿意度亦正向影響旅客行為意向。對於影響整體滿意度路徑部分，重要影響構面依序為安全與便利性及知覺等候滿意度，建議市府轉運站營運單位能針對兩構面內問項進行加強，而未來興建中的轉運站也應為高齡者多加考慮，例如安全與便利性中的廁所設置位置，而知覺等候滿意度為影響整體滿意度之主因也顯示高齡者時間知覺感受並沒有因為年紀增長而降低，因此為使公路客運轉運站永續發展，客運業者必須與場站經營者相輔相成，包含運輸環境與客運班次服務都必須做最適規劃，以提高旅客整體滿意度以及其旅客後續行為意向。In recent years, the government began to invest in construction of major transit center, in hopes that through system integration to achieve a seamless transportation, Taipei City Hall Bus Station is an example. With the increasing of passengers, the transport environment and passenger service has been taken seriously. The Council for Economic Planning and Development published a population projection report in 2010, expected by 2025 the elderly population will be over 20%. Therefore, the objectives of this study were to assess the environment and bus service runs of Taipei City Hall Bus Station, and to explore the impact on overall satisfaction and behavioral intention by the elderly passengers.This study used a questionnaire to survey senior passengers at Taipei City Hall Bus Station and obtained 152 effective samples, than used partial least squares (PLS) to verify two service evaluation models. The results show that the comfort, safety and convenience, personal interaction and services reactivity influences overall satisfaction positively in model 1; the scene of service satisfaction influences overall satisfaction positively in model 2; perceived waiting for satisfaction influences overall satisfaction positively both in the model 1 and model 2, and overall satisfaction influences passenger behavioral intentions positively. The two important dimensions impact on overall satisfaction are safety and convenience, and perceived wait for satisfaction. The perceived waiting satisfaction influences overall satisfaction shows the time perceptions of the elderly did not decrease as they age.The bus companies must complement the station operators, planning transportation environment and bus service runs optimal to make the sustainable development of intercity-bus transfer station.
