台鐵滿意度之分析

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题名:	台鐵滿意度之分析
作者:	劉坤潔;Kun-chieh Liu
贡献者:	統計研究所
日期:	2006-06-07
上传时间:	2009-09-22 11:01:39 (UTC+8)
出版者:	國立中央大學圖書館
摘要:	台灣鐵路歷史悠久，西部幹線鐵路在南北短、中、長程運輸更是占了舉足輕重的角色，而搭乘旅客心目中對於台灣鐵路運輸服務有著什麼樣的觀感，為台鐵未來擬定營運方針所必須了解之資訊。本研究旨在透過統計分析探討乘客對於台鐵各項運輸品質、票務服務、人員服務、實體場所等各項滿意度之情形。本研究首先透過敘述統計了解乘客個人基本資料及乘客對於台鐵各項滿意度之分布情形，再以順序資料分析法對滿意度作優劣分析，找出最需要改善以及最具有競爭優勢的幾個服務項目，結合卡獨立性檢定、方卡方自動互動檢視法篩選出具影響力之個人背景變數，對這些服務項目建構邏輯斯廻歸模型，找出影響其滿意度的主要原因，俾作為鐵路局以後改善營運策略之參考。 The Taiwan Railway has been a long standing history in Taiwan. The western part of the railway system plays an important role of short, medium, and long distance transportation in the South/North route. However, the feeling of passengers about the service of railway system can provide the information that the Taiwan Railway Administration (TRA) establishes a future operation policy. This thesis is dedicated on the statistical analysis on satisfaction of various services such as transportation quality, ticket selling, customer support, and actual attendance provided by the TRA. Firstly, we offer the analysis of descriptive statistics to understand the situation of general information of passengers and their satisfaction about various service items provided by the TRA. Then we analyze the distinction of these items by the Ridit analysis for discovering the advantage and the inferiority of the TRA service , and hence we can find out which items having the advantage in the competition and others needed to be improved. Using chi-squared test of independence, chi-Square automatic interaction detection（CHAID）for filtering out the most affective variables of personal background, we establish the logistic regression model for the service items to look for the main factors that affect them most, and the results can be considered to improve the TRA's management in the future.
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