應用IPA法探討南投地區公路客運服務品質

南投縣是臺灣唯一不靠海的縣市，對外大眾運輸僅能透過公路客運或鐵路，又因地理環境條件及沒有火車總站，公路客運成為聯外最主要的大眾運輸，在這樣一個地區，公路客運從日治時期逐漸發展完善，後因十大建設、經濟蓬勃發展，私人運具逐漸增加，公路客運經營環境愈發困難。
為協助南投地區公路客運業者提升服務品質，本研究採用問卷調查方式，利用重要度-表現分析法對回收資料進行分析，本研究結果發現共有4個服務項目落在第四象限優先改善區(Concentrate here)，分別是「候車站規劃與建置」、「候車站內資訊標示」、「準點率」、「各項資訊查詢」，建議南投地區公路客運業者可優先針對這些服務項目進行改善，以提升乘客之服務滿意度。

Nantou County is the only landlocked county in Taiwan, and its public transportation options are limited to road passenger or trains due to its geographical conditions and the absence of a train station. In such a region, road passenger have become the primary means of transportation for the general public. Over time, the development and improvement of road passenger services in Nantou County faced challenges due to the changing economic landscape and the increasing use of private vehicles.
To assist road passenger operators in Nantou County in enhancing their service quality, this study employed a questionnaire survey and utilized the Importance-Performance Analysis (IPA) method to analyze the collected data. The findings of this study revealed that four service aspects fell into the fourth quadrant, indicating the need for priority improvement. These aspects are "Bus station planning and construction," "Information signage at bus stations," "Punctuality," and "Availability of information inquiries." It is recommended that road passenger transport operators in Nantou County focus on improving these service aspects to enhance passenger satisfaction.