雙北市公車乘客知覺服務品質、知覺價值、滿意度、行為意向路線與乘客之跨層次中介效果與調節式中介效果;none

NCU Institutional Repository > 工學院 > 土木工程研究所 > 博碩士論文 > Item 987654321/58594

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题名:	雙北市公車乘客知覺服務品質、知覺價值、滿意度、行為意向路線與乘客之跨層次中介效果與調節式中介效果;none
作者:	莊裕哲;Chuang,Yu-Che
贡献者:	土木工程學系
关键词:	多層次中介效果;多層次調節式中介效果;服務品質;滿意度;知覺價值;行為意向;階層線性模式;behavioral intentions;hierarchical linear modeling;multilevel mediation;multilevel moderated mediation;perceived value;satisfaction;service quality
日期:	2012-12-16
上传时间:	2013-01-29 14:38:05 (UTC+8)
出版者:	國立中央大學
摘要:	公車系統為都市大眾運輸的主幹，它在都市載客服務上扮演重要的角色，且與都市成長規模有莫大的關係。因交通技術成熟與公車路網建置完善，不僅可擴大都市服務範圍，促成都市規模擴展，更可提升都市的競爭力。除了一般的收費公車外，近年來，各鄉鎮縣市政府或是企業團體為了不同的目的，編列預算提供免費公車之服務，這項福利也為民眾解決交通問題。本研究以收費公車與免費公車的乘客為研究對象，蒐集自臺北市與新北市三十六條路線 (1114位乘客) 之公車乘客知覺服務品質、乘客知覺價值、乘客滿意度與乘客搭乘後之行為意向的問卷資料，並以階層線性模式分析路線與乘客間的跨層次構念變項關係。研究結果顯示，乘客對於收費公車與免費公車所提供的服務品質無顯著差異，而在乘客知覺價值、滿意度與行為意向方面有顯著差異。另外，階層線性模式分析發現，總體層次服務品質對於個體層次構念變項存在直接效果，亦存在著多層次中介效果、多層次調節式中介效果。 Bus system plays an important role in the urban mass transportation, and it also has a critical relationship with the growth of the city. By improving the transportation system and operating a comprehensive network of services in the city not only can broaden the bus service range and also helps to promote the competitiveness of the city. Nowadays, apart from the normal bus services, some local governments and businesses also provide free buses for people to solve the daily transport problems. This research used both buses that charge and free buses in Taipei City and New Taipei City as the objects, included 36 bus routes (1114 passengers) in total. By giving out questionnaires, the researcher explored the service quality (SQ), perceived value (PV), passenger’s satisfaction (SA), and the behavioral intentions (BI). Followed by an interpretation by using hierarchical linear modeling (HLM), to analyse the cross-level construct variable relationship between the routes and the passengers. The result indicated that there are no any significant difference between the service quality of the free buses and the buses that charge. Yet in passengers’ perceived value, passenger’s satisfaction, and the behavioral intentions, the results showed that there is a substantial difference between the objects. Additionally, through the HLM, it came to a conclusion that there are direct effects between the group level service quality and the individual level conceptual variables, and also consisted by lots of multilevel mediation effects and multilevel moderated mediation effects.
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