應用重要性與績效分析法探討遊覽車安全管理之研究

Abstract

遊覽車安全管理一直是警政與交通機關的重大政策目標之一，然而仍存在一些挑戰，當前對於遊覽車安全改善的各項措施常面臨營運者與督導者在認知上有所差異，導致政策施行上可能面臨一些阻礙，為了解臺灣遊覽車客運業者與監理單位人員在安全管理的看法並降低彼此間認知差異情形，本研究藉由重要性與績效(IPA)分析方法來調查 80 位受訪者(含 49 位遊覽車業者與 31 位監理單位人員)對於 15 個問項的比較分析，研究發現前三名重要的項目分別為派車單、行車紀錄(卡)、車輛維修保養紀錄，最不滿意的三項分別為工時管理、勞動環境、駕駛員酒測管理。在重要性與績效分析方面，行車前安全檢查、乘客平安保險、行車紀錄(卡)屬於「持續保持區」，而行車安全教育訓練、車輛維修保養紀錄、工時管理、派車單、財務穩定性屬於「高度優先改善區」，此外駕駛獎懲制度、勞動環境、駕駛員酒測管理屬於「低度優先改善區」，最後，車輛安全監控設備、車輛強制責任保險、安全逃生資訊影片撥放宣導、肇事處理機制屬於「過度供給區」。上述研究發現成果可供遊覽車相關業者瞭解有哪些項目屬於可持續保持或需加強改善，以降低潛在的事故發生與危害。對政府機關而言，可提供其進行安全督導與查核時之參考指標，以利於進行重點管理來提升查核的有效性，確保遊覽車市場的服務品質與安全性。Tour bus safety management is always a key policy target for police and transportation authorities, but one where there are challenges involved in achieving it. Indeed, it is argued that perception gaps between tour bus operators and monitors exist regarding various safety improvement policies resulting in obstacles on policy implementation. In order to understand the perception of safety management between tour bus operators and monitors and lower their perception gaps, this study focused on an investigation on safety management perceptions of tour bus operators and officials from motor vehicle offices in Taiwan. Using 80 questionnaires, including 49 tour bus drivers and 31 motor vehicle officials, this study conducted an Importance-Performance Analysis (IPA) on 15 measurement items. Findings indicate that the three most important items are vehicle dispatch card, driving record card, and vehicle maintenance record. By comparison, the three least perceived satisfactory items are scheduling management, working environment, and driver alcohol test management. Regarding the IPA results, findings indicate that the Concentrate Here and High Satisfaction area includes pre-trip safety check, passenger insurance, and driving record card; the Keep the Good Work and High Satisfaction area includes safety driving education and training, vehicle maintenance record, scheduling management, vehicle dispatch card, and finance stability. The Low Priority and Low Satisfaction area includes driver merits and punishments system, working environment, and driver alcohol test management. Also, the Possible Overkill and Low Satisfaction area includes vehicle safety monitoring facilities, compulsory automobile liability insurance, emergency escape video broadcast, and accident claim and handling mechanism. For tour bus operators, the findings could be useful for understanding which measurement items should be maintained or further improved to reduce potential accidents and risks. Regarding government authorities, the findings could be used in safety supervising and checking indicators and could offer operation effectiveness when using an importance management approach. In summation, the research findings could help improve service quality and safety in tour bus market, and help reduce the obstacles on policy implementation created by the perception gaps between tour bus operators and monitors.