隨著人口結構即將邁入超高齡社會與政府長照政策持續推進，無障礙交通接送服務已成為高齡者與行動不便族群日常外出與就醫的重要支持系統。本研究以PZB服務品質模式（SERVQUAL）為理論基礎，結合計畫行為理論（TPB）部分構面，探討無障礙交通接送服務之使用意願，並分析個人特質、服務品質落差（GAP）與主觀認知對其使用意圖之影響。
本研究採用問卷調查法，針對18歲以上之民眾進行調查，問卷涵蓋PZB五構面（有形性、可靠性、回應性、保證性、關懷性）之服務期望與觀感、TPB行為意圖、主觀認知評價與個人背景變項，經專家效度檢核與預試修正後，有效樣本數為247份。資料分析方法包括描述性統計、獨立樣本T檢定、成對樣本T檢定、單因子變異數分析、Spearman等級相關分析與邏輯斯迴歸分析等。
研究結果顯示，多數受訪者對無障礙交通接送服務之服務品質具有明顯的負向落差（GAP），其中以「關懷性」構面差距最為顯著，而具使用經驗的負向GAP顯著小於潛在需求者。在年齡、照顧者與每週外出頻率等個人特質對使用意願具有顯著影響，而可靠性構面的GAP、服務互動品質（如司機態度）與外出頻率與主觀認知（如可到府接送、司機訓練良好）對使用意願具有顯著預測力，然而補助比例與費用負擔因素對意願預測力有限。
本研究建議未來政策應強化資訊透明度與預約流程之親和性，並針對服務人員進行標準化服務禮儀與應變處理訓練，提升第一線人員之互動品質。同時可透過體驗活動與分眾行銷策略，促進潛在需求者對服務之接觸與參與，以實現交通平權與在地老化之政策目標。

As Taiwan moves toward becoming a super-aged society and long-term care (LTC) policies continue to evolve, accessible transportation services have emerged as a critical support system for older adults and individuals with mobility impairments, enabling their participation in daily activities and access to medical services. Anchored in the PZB service quality model (SERVQUAL) and incorporating selected constructs from the Theory of Planned Behavior (TPB), this study explores individuals’ behavioral intentions to use accessible transportation services. It further analyzes how personal characteristics, service quality gaps (GAPs), and subjective perceptions affect their intention to use such services.。
A structured questionnaire was administered to individuals aged 18 and above, incorporating five SERVQUAL dimensions—Tangibles, Reliability, Responsiveness, Assurance, and Empathy—as well as TPB-based constructs (behavioral intention), subjective evaluations, and demographic characteristics. Following expert validation and pilot testing, a total of 247 valid responses were obtained. Data analysis employed descriptive statistics, independent and paired samples t-tests, one-way ANOVA, Spearman’s rank correlation, and logistic regression.
The results revealed a substantial overall negative gap between service expectations and perceived service performance, with the most pronounced discrepancy found in the empathy dimension. Respondents with prior service experience reported significantly smaller negative GAP scores than potential users. Regression analysis further revealed that the GAP in the reliability dimension, the perceived quality of service interactions (such as driver attitude), and subjective perceptions—particularly regarding the availability of door-to-door service and well-trained drivers—served as key predictors of behavior intention. In contrast, financial considerations—such as subsidy levels and perceived cost burden—demonstrated only marginal explanatory power regarding the intention to adopt the service.
Based on these findings, the study recommends future policy interventions prioritize enhancing information transparency and the user-friendliness of the reservation process. Moreover, standardized training in service etiquette and contingency management should be provided to frontline personnel to strengthen the quality-of-service interactions. Finally, experiential outreach initiatives and targeted marketing strategies are suggested to foster engagement among potential users, thereby advancing transportation equity and supporting the policy goal of aging in place.

論文審定書 i
誌 謝 ii
摘 要 iii
Abstract iv
目 錄 vi
圖目錄 viii
表目錄 ix
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 5
第三節 研究問題 6
第二章 文獻探討 7
第一節 服務品質的概念與衡量 7
第二節 PZB 服務品質模型（SERVQUAL）8
第三節 交通接送服務品質之探討 12
第四節 使用意願與計畫行為理論（TPB）16
第五節 小結 19
第三章 研究方法 20
第一節 研究架構與研究假設 20
第二節 研究對象與實施方法 23
第三節 研究工具與問卷設計 26
第四節 問卷信效度檢驗 31
第五節 研究倫理與資料保密 34
第四章 資料整理與分析 35
第一節 基本資料分析 35
第二節 問卷信效度檢驗結果 46
第三節 服務品質(SERVQUAL)分析 52
第四節 使用意願迴歸分析 88
第五章 結論 99
第一節 研究結論 99
第二節 管理意涵 102
第三節 研究限制 106
第四節 未來研究方向 110
第五節 總結 112
參考文獻 113
附 錄 118

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