我國旅客使用大眾捷運系統前往機場之體驗探討：以台北捷運文湖線為例

Abstract

自古以來，觀光與交通運輸的關係密不可分，近年我國搭機旅客人數不斷攀升，面對不斷增加的國內外旅客，國內大眾運輸系統的服務體驗勢必要同時發展才能與觀光的動能相輔相成。 本研究以國內使用大眾捷運系統前往松山機場之旅客為研究對象，目標在找出影響顧客滿意度的因素，以期能提升服務服務體驗。首先，使用滿意度問卷與訪談來蒐集我國旅客的服務體驗，並將訪談逐字稿歸納整理為簡要的訪談語句，透過質化與量化方法的結合，交叉分析滿意度與訪談語句找出傾向滿意與傾向不滿意的關鍵因素，接著藉由同理心地圖(Empathy Map)及顧客旅程地圖(Customer Journey Map)的輔助來找出形成關鍵因素的可能成因。本研究最後提出相關建議，以供決策單位參考。

From ancient times, the relationship between tourism and public transportation has been inseparable. In recent years, airline passengers have been growing rapidly in Taiwan. To deal with the increasing tourists, the development of tourism requires the improvement in service experience of public transportation. This study aims to investigate the possible drivers of customer satisfaction to improve the service experience of passengers who take the MRT to Taipei International Airport. We first collect service experiences of the local passengers in Taiwan by survey and interview. With the combine of quality and quantity methods, the researcher finds out the critical factors which cause the intendancy of satisfaction by cross-analysis between customer satisfaction and sentences which generalized form the transcripts. Finally, this research identify with the causes of critical factors with empathy map and customer journey map. Some advises are suggested in this study in reference to policy maker of the TRT Corporation