| 摘要: | 台北捷運已成為台北都會區生活中不可或缺的一環，捷運車站要處理如此龐大的旅客量，在各個環節都必須非常注意，如何以最精簡的人力維持行車運作順暢、又達到安全維護的效能，公共廣播系統便扮演了重要的角色。
本研究探討乘客對於捷運廣播系統滿意度的關鍵因素與服務品質指標，作為改進服務品質與提升顧客滿意的基礎，比較分析廣播系統對於一般乘客與特定乘客服務滿意度的差距。以實驗設計控制重要改善因素，評估各建議方案的滿意度，採用田口方法的直交表作為實驗分析。從現況調查問卷後，挑出實驗設計因子。挑選出三個變因，分別是(廣播系統的聲音、廣播的內容長度及廣播語言順序)，各有兩個水準，一共4個實驗設計(E1、E2、E3、E4)來進行研究。
結論發現與其他國家捷運系統服務指標相較之下的特殊項目是：「廣播系統的清晰度」、「廣播資訊的實用性」、「列車內廣播系統之品質」指標，反映出廣播系統為乘客獲取相關行進資訊與緊急狀況資訊的重要性。乘客偏愛男生播放出來的聲音在捷運到站資訊廣播、捷運警示廣播滿意度相對較女生的高出一些；不過在捷運轉乘資訊廣播、捷運提醒廣播使用女聲聲音的滿意度較高，顯示男生的聲音適合使用在警示他人的廣播；女聲的聲音適合使用在提醒方面的廣播。捷運廣播系統之輪換實驗設計模式紀錄直交表中，可知S/N值20.7579為最大，也就是最佳品質。E3的結果顯示最高，為女生的聲音，以簡短的內容，廣播語言順序為國、英、閩、客。;Taipei metropolitan area has become an indispensable part of life, MRT stations to deal with such a huge increase in passengers must pay close attention at all aspects of how best to streamline the manpower to maintain the traffic running smoothly, but also to achieve security maintenance performance, the public broadcasting system will play an important role.
This research discusses the passenger to transport the broadcast system degree of satisfaction regarding Czechoslovakia the key aspect and the service quality target, with promotes the foundation as the improvement service quality which the customer satisfies, the comparative analysis broadcast system regarding the common passenger and the passenger service achievements disparity. Tests designs controls each kind of different improvement factor, appraised each suggestion plan achievements, use the field mouth method to be perpendicular to the table to analyze as the experiment. After present situation questionnaire, picks up the experiment to design the factor. Because chooses three to change, respectively is (broadcast system sound, broadcast content length and broadcast language order), has two standards respectively, the altogether 4 experiments designs (E1, E2, E3, E4).
MRT system services with other countries special items index contrast is: "Broadcasting System clarity", "broadcasting information practicality", "quality broadcasting systems within the train" indicator, reflecting the broadcasting system for passengers to get the importance of travel-related information and emergency information.
To compare with MRT service system in other countries, the targets of special projects of MRT in Taiwan are: "Clarity of broadcasting system", "Practicality of broadcasting information", "Quality of broadcasting system in MRT". These projects reflected the importance of broadcasting system for passengers to gain the announcement and urgent information. Rotation orthogonal experimental design mode records in the table MRT broadcasting system, known S / N value of 20.7579 to the maximum, which is the best quality. E3 showed highest female voice, with a brief content, broadcasting order of Chinese language, English, Hokkien, Hakka. |
