國內ETC服務品質之研究

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题名:	國內ETC服務品質之研究
作者:	王建森;Wang,Chien-sen
贡献者:	高階主管企管碩士班
关键词:	智慧型運輸系統;服務品質;電子收費;Intelligent Transportation System;Service Quality;ETC
日期:	2014-07-11
上传时间:	2014-10-15 15:31:11 (UTC+8)
出版者:	國立中央大學
摘要:	智慧型運輸系統(Intelligent Transportation System，簡稱ITS)乃是應用先進的電子，通信，資訊與感測等技術，以整合人，路，車的管理策略，提供即時的資訊而增進運輸系統的安全，效率及舒適性，同時也減少交通對環境的衝擊。在國內ETC轉換的過程中，服務成員彼此間相互分享及學習，將使ETC所擁有的價值擴大，進而為企業帶來更大的效益。本研究採用問卷調查方式，並以ETC顧客為研究對象，共發出問卷350份，回收291份，本研究採用的方法為單因子變異數分析、ｔ檢定、相關分析等方法，獲得以下結果：一、不同背景變項的受訪者對國內ETC服務品質部份層面有顯著的差異。二、國內ETC服務品質各層面之間大部份為顯著中度正相關。三、本研究建議ETC徹底落實服務策略、交易專業策略，來創造服務品質。四、ETC服務人員宜透過教育訓練，提升服務品質以增進營運績效。;Intelligent Transportation Systems are the applications of advanced electronics, communications, information and sensing technology to integrate people, road and vehicle into the management tools to provide real-time information, to enhance the security of the transport system, and to increase the efficiency and comfort. This systems are also reducing the environmental impact of transportation. Through the ETC conversion process, the service members shared and learned each other. It will make the value of ETC to be expanded, and thus bring greater corporate efficiency gains. By adopting the questionnaire survey method, this research has contacted 350 ETC customers and validly collected 291 responsdents. Ours research has examined the data by using the one-way analysis of variance, the paired t-test, and other related statistical methods. The results are as following: 1. There is a great discrepancy on the service quality from the ETC interviewees with different backgrounds. 2. The level of ETC service quality have positive correlation at the medium level. 3. We suggests that thorough implementation of ETC service strategy and professional trading strategies would create quality of service. 4. ETC service personnel must to have appropriate education and training to improve the service quality that ensures to enhance operating performance.
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