捷運轉乘公車無縫服務之評估方法

Abstract

由於私有機動運輸產生諸多擁擠與污染問題日益嚴重，發展多元整合的公共運輸系統實刻不容緩。公共運輸，特別是大眾捷運囿於具有固定路線與班表的特性，其及門性與最後一哩的服務須經由轉乘來完成；特別在旅次長度相對較短的都會區，轉乘品質對於公共運輸使用意願更構成決定性的影響。近年來「無縫」（Seamless）的理念被引入評估整合與轉乘的品質，以衡量轉乘過程中之時間、空間、資訊與服務的無縫接軌程度，然而過去卻鮮少具有綜合性且具體的評估方法來檢視大眾捷運轉乘服務品質。本研究基於臺灣都會區公共運輸發展現況並彙整無縫轉乘理念，建立一套適用於捷運系統轉乘公車系統的無縫評估方法，期能提供捷運場站規劃設計、提升轉乘服務品質之參考。 本研究在評估架構上係歸納旅客使用捷運轉乘公車的過程所面臨影響無縫感知的構面以及經由專家學者深度訪談而形成；同時結合實地調查、訪談與綜合座談擬定「資訊構面」、「動線構面」與「服務效率構面」等三大構面、8項無縫指標與對應18項實際衡量的項目，再透過層級分析法決定項目權重。建構之捷運轉乘公車無縫服務評估方法顯示，「資訊構面」（36.83%）與「服務效率構面」（37.78%）具有相當之優先重要性，而無縫指標中則以「靜態轉乘資訊提供度」（18.01%）最為重要。本研究並以臺北都會區32座捷運車站作為實例分析的個案，除了驗證評估方法之可操作性，並進行評估方法內容調整與提出現況相關改善建議。本研究建構之評估方法，除能評估現有捷運場站轉乘服務品質、研擬改善策略，更將有助於未來車站規劃設計以提升整合功能。

Urban congestion and pollution problems have become worse due to increasing use of private motorized vehicles. Therefore, development of public transportation will be a crucial policy in urban transportation policy. Because of the characteristics of trunk line service with fixed route and schedule, public transportation, particularly the mass rapid transit, needs excellent transfer functions and last mile services. It’s been verified that the quality of transfer functions has significant impacts on passengers’ willingness of taking public transportation, especially in urban area with comparatively short trip length. Recently, the concept of 'Seamless' has been introduced to evaluate the quality of transfer functions in terms of the time, space, information and services. However, there is lack of comprehensive evaluation method developed for assessing transfer service quality of mass rapid transit station. This study aims to develop an evaluation scheme for assessing quality of bus transfer functions for mass rapid transit based on the seamless concept and the current public transportation systems in Taipei metropolitan. The study first formulate a preliminary evaluation framework based on passenger’s perceptions on transfer functions in a mass rapid trasit station and interview with panel experts, operators, and authorities. Then, the framework is revised through a discussion forum and field survey and come to an evaluation framework with a hierarchy of three dimensions with information, movement and eight seamless indicators as well as 18 criteria. Finally, the weights of these seamless indicators are determined by the Analytical Hierarchy Process. It is shown that 'information dimension' (36.83%) and 'service efficiency dimension' (37.78%) have a comparatively high weightswhile 'static information'(18.01%) is the most essential one within the seamless indicator. This study uses Taipei Metro as the case study in which 32 stations are evaluated to verify the applicability of the evaluation scheme. It is concluded that the evaluation scheme developed can not only help of conducting evaluation and improvement of transfer functions for the existing stations but also provide guideline for planning and design of new metro stations.