1
3
E10003
3
018
探討高速公路電子收費系統服務缺失後服務補救對駕駛人使用意願之影響
The Effects of Service Recovery after Service Failure in Electronic Toll Collection System on Freeway Drivers' Usage Intentions
1.郭奕妏
1.Yi-wen Kuo
1.樹德科技大學運籌管理系
1.Logistics Management, Shu-Te University
001,002,003,004
1.樹德科技大學運籌管理系
1.Logistics Management, Shu-Te University
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):2011-08-01
A.14 計畫執行期間(訖):2012-07-31
2012-05-012012-06-30
A.16 收到日期:2012-09-11
2
行駛於台灣高速公路的小汽車駕駛人

1
640

640
007
01
C.2 聯絡日期:2012-09-14
2
1.樹德科技大學運籌管理系
1.Logistics Management, Shu-Te University
1
二年後

C.7 資料公開日期:2014-08-01
2
008
2
1
1
1
2
3
3
001
1,2
1.電子收費系統
2.服務缺失
3.服務補救
4.滿意度
5.使用意願
1.Electronic Toll Collection System
2.Service Failure
3.Service Recovery
4.Satisfaction
5.Usage Intention
 國內即將全面實施高速公路計程收費,為有效提昇電子收費系統之使用率,順利推動高速公路電子計程收費政策,本研究目的在於分析高速公路電子收費系統產生 服務缺失後採行之服務補救措施,對小汽車駕駛人滿意度與使用意願的影響。本研究分兩階段進行研究課題分析,首先透過關鍵事件技術分析法與文獻評析法瞭解電 子收費既有存在的服務缺失與服務補救措施,並瞭解駕駛人對電子收費服務的看法與重視因素;再透過敘述性偏好法設計問卷,模擬各種假設性服務情境下之服務缺 失與補救措施,針對高速公路小汽車駕駛人進行抽樣調查,以取得已使用與未使用電子收費系統之小汽車駕駛人對電子收費服務補救方式的滿意度偏好與使用意願等 之有效分析樣本。以各種統計分析方法進行駕駛人對假設性服務補救方案的偏好分析與使用意願評估。本研究成果預期將可提供電子收費系統之營運與管理者於研擬 相關服務行銷與營運管理策略之參酌,並協助高速公路電子計程收費政策之推廣。

In Taiwan, the electronic distance-based charging will be fully implemented to replace the manual charging on freeway later, but it should be based on the usage rate of electronic toll collection (ETC)system to achieve the anticipated goal. For improving the service satisfaction and increasing the usage rate of ETC, this study would discuss the effects of service recovery after service failure in ETC on drivers’ satisfaction and usage intention. Thus, two-stage research method will be used to discuss the study topics. First, this paper will apply “critical incident technique” (CIT) to explore the existed service failure and service recovery in ETC, and realize drivers’ viewpoints of ETC service. Then statistical method would be used to discuss drivers’ preference for service recovery of ETC in stated service scenarios. And drivers’ usage intentions for ETC would be also analyzed. This study will conduct a survey of which the questionnaire is designed through stated preference approach. The survey target groups are constrained to car drivers commuting on freeway in Taiwan. The results of this study can assist the managerial and operational agencies to propose the marketing strategies to enhance the usage rate of ETC system.

D.16 完成檢誤日期:2012-10-12
D.17 預定釋出日期:2014-08-01
D.18 初次釋出日期:2014-08-01
D.19_1 最新版釋出日期:2014-08-01
1
1
1
2
1,1,3
10.6141/TW-SRDA-E10003-1
追蹤清單
下載(0)
申請(0)
遠距(0)