第五章 結論與建議
5.2 建議
5.2.2 對未來研究之建議
1. 本研究僅挑選國道客運業的短程路線(台北→新竹)與中程路線(台北→台中) 路線做調查，然而考量模式的一般性、適用性，未來可再多納入其他路線於 研究中，特別是長程路線(如台北→台南或台北→高雄)，此路線的乘客由於 乘車時間冗長、班次較不密集，因此乘客可能會比較重視等候資訊的提供與 否，因而對於情感反應可能會產生顯著影響。藉由納入長程路線於研究範圍 中，可對國道客運業旅客之等候經驗有更清楚完整的瞭解，模式之適用性也 會更廣。
2. 本研究在探討影響知覺擁擠的因素中，只納入了填補時間一潛在變數，因此 導致整體模式中，知覺擁擠的R-square 值偏低，同時也顯示出尚有其它重要 的因素會影響乘客的知覺擁擠。曾有研究指出，如顧客密度(consumer density)、知覺控制(perceived control)等因素會影響顧客對擁擠的感受，因此 建議未來研究者，可考慮納入這些變數，以進一步釐清影響國道客運旅客知 覺擁擠變數之因果關係。
3. 由於過去的研究甚少探討人格特質所造成的影響，因此本研究僅將公眾自我 意識特質作為一背景脈絡變項，將樣本分為高與低公眾自我意識特質兩群，
進行分群分析，建議未來研究者建構其它等候經驗相關研究模式時，可參考 本研究的結果，將公眾自我意識特質視為一調節變數，例如探討填補時間對 情感反應的影響時，可假設高公眾自我意識特質者才會有顯著的影響等，如 此可有更深入與完整的探討。
4. 本研究是以在國道客運台北總站等候搭車的乘客做為研究之對象，但在現實 環境中，許多運具搭乘都有乘客等候的情形，包括航空運輸業、鐵路運輸業 等。此外，有些等候的情形發生在搭乘之前(程序前，如在候機室等候登機)，
有此則是在搭乘之中(程序中：如行駛中之列車的延誤)，因此，未來研究可 針對不同的運具以及發生的程序進行研究，以期能夠全方面的提升運輸業的 服務品質。
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附錄一、國道客運台北總站進駐路線表及轉運站配置圖
二、國道客運台北總站配置全圖
地下道入口 地下道入口
三、國道客運台北總站內部配置圖(候車大廰)
N
附錄二、問卷內容
第二部份 您的基本背景資料
1. 性別：□ 男 □ 女
2. 年齡：□ 25 歲以下 □ 26 ～ 35 歲 □ 36 歲 ～45 歲 □ 46 歲 ～55 歲 □ 56 歲以上 3. 學歷：□ 國中(含)以下 □ 高中職 □ 大專院校(含)以上
4. 職業：□ 學生 □ 軍警 □ 上班族 □ 家管 □ 其他____
5. 旅程目的：□ 商務洽公 □ 旅遊 □ 返鄉 □ 探親或訪友 □ 其他____
6. 本次乘車的下車站是：
□ 新竹 □ 台中
7. 本次搭乘的客運為： □ 三重(新竹) □ 國光 □ 統聯 □ 豪泰
第三部份 其他意見、想法及建議
問卷到此結束，請再檢查一次是否全部作答，謝謝您的協助！！
82
附錄三、整體模式相關係數矩陣
n 424.00 424.00 424.00 424.00 424.00 424.00 424.00 424.00 424.00 424.00 424.00 424.00 424.00 424.00 424.00 424.00 424.00 424.00
std 1.08 0.99 0.97 1.05 0.95 1.06 1.09 1.31 1.11 1.17 1.11 0.95 0.92 0.88 0.93 1.01 1.07 1.01
corr v1 1.00 . . . . . . . . . . . . . . . . .
corr v2 0.77 1.00 . . . . . . . . . . . . . . . .
corr v3 0.77 0.85 1.00 . . . . . . . . . . . . . . .
corr v4 0.36 0.38 0.39 1.00 . . . . . . . . . . . . . .
corr v5 0.34 0.38 0.37 0.57 1.00 . . . . . . . . . . . . .
corr v6 0.31 0.34 0.36 0.54 0.79 1.00 . . . . . . . . . . . .
corr v7 -0.37 -0.40 -0.38 -0.27 -0.25 -0.27 1.00 . . . . . . . . . . .
corr v8 0.32 0.33 0.30 0.30 0.22 0.27 -0.53 1.00 . . . . . . . . . .
corr v9 0.35 0.36 0.35 0.40 0.34 0.36 -0.49 0.72 1.00 . . . . . . . . .
. . . . . .
corr v10 0.33 0.38 0.36 0.39 0.32 0.35 -0.50 0.72 0.87 1.00 . .
corr v11 0.35 0.36 0.34 0.39 0.29 0.34 -0.45 0.71 0.79 0.83 1.00 . . . . . . .
corr v12 -0.23 -0.21 -0.23 -0.17 -0.23 -0.24 0.25 -0.30 -0.29 -0.32 -0.26 1.00 . . . . . .
corr v13 -0.20 -0.22 -0.19 -0.22 -0.17 -0.16 0.29 -0.34 -0.28 -0.33 -0.30 0.69 1.00 . . . . .
corr v14 -0.25 -0.28 -0.26 -0.20 -0.15 -0.14 0.33 -0.39 -0.34 -0.38 -0.35 0.63 0.77 1.00 . . . .
corr v15 -0.22 -0.23 -0.24 -0.22 -0.18 -0.16 0.27 -0.34 -0.30 -0.34 -0.29 0.63 0.66 0.71 1.00 . . .
corr v16 0.32 0.37 0.35 0.36 0.33 0.39 -0.53 0.68 0.69 0.69 0.73 -0.29 -0.36 -0.36 -0.32 1.00 . .
corr v17 0.36 0.38 0.37 0.36 0.30 0.37 -0.54 0.68 0.67 0.69 0.68 -0.33 -0.37 -0.39 -0.35 0.82 1.00 .
corr v18 0.33 0.38 0.36 0.35 0.28 0.34 -0.51 0.63 0.62 0.66 0.66 -0.27 -0.35 -0.37 -0.32 0.78 0.85 1.00
83
附錄四、高公眾自我意識相關係數矩陣
n 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00
std 1.17 1.13 1.11 1.08 1.13 1.13 1.03 1.13 1.09 1.08 1.15 1.06 1.05 1.08 1.06 1.04 1.05 1.05
corr v1 1.00 . . . . . . . . . . . . . . . . .
corr v2 0.81 1.00 . . . . . . . . . . . . . . . .
corr v3 0.81 0.85 1.00 . . . . . . . . . . . . . . .
corr v4 0.61 0.63 0.62 1.00 . . . . . . . . . . . . . .
corr v5 0.61 0.67 0.65 0.70 1.00 . . . . . . . . . . . . .
corr v6 0.58 0.62 0.64 0.71 0.90 1.00 . . . . . . . . . . . .
corr v7 -0.59 -0.60 -0.57 -0.62 -0.66 -0.68 1.00 . . . . . . . . . . .
corr v8 0.55 0.62 0.57 0.63 0.62 0.60 -0.65 1.00 . . . . . . . . . .
corr v9 0.57 0.64 0.58 0.64 0.70 0.68 -0.67 0.80 1.00 . . . . . . . . .
corr v10 0.55 0.67 0.59 0.67 0.72 0.68 -0.67 0.75 0.85 1.00 . . . . . . . .
corr v11 0.54 0.63 0.58 0.63 0.64 0.61 -0.62 0.77 0.83 0.86 1.00 . . . . . . .
corr v12 -0.47 -0.47 -0.52 -0.45 -0.58 -0.62 0.47 -0.43 -0.47 -0.52 -0.46 1.00 . . . . . .
corr v13 -0.50 -0.56 -0.53 -0.45 -0.50 -0.51 0.49 -0.48 -0.49 -0.56 -0.51 0.76 1.00 . . . . .
corr v14 -0.46 -0.51 -0.50 -0.45 -0.53 -0.50 0.53 -0.47 -0.50 -0.56 -0.53 0.68 0.78 1.00 . . . .
corr v15 -0.45 -0.49 -0.48 -0.46 -0.55 -0.53 0.49 -0.49 -0.49 -0.56 -0.52 0.72 0.72 0.78 1.00 . . .
corr v16 0.57 0.62 0.62 0.59 0.67 0.68 -0.70 0.76 0.75 0.72 0.74 -0.49 -0.52 -0.52 -0.51 1.00 . .
corr v17 0.57 0.58 0.55 0.58 0.65 0.64 -0.69 0.74 0.73 0.70 0.67 -0.50 -0.49 -0.52 -0.55 0.82 1.00 .
corr v18 0.55 0.57 0.57 0.60 0.61 0.62 -0.66 0.71 0.69 0.72 0.69 -0.47 -0.52 -0.51 -0.55 0.83 0.84 1.00
84
附錄五、低公眾自我意識相關係數矩陣
n 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00 160.00
std 1.06 1.01 0.96 0.99 0.87 1.01 0.88 1.03 0.79 0.81 0.84 0.99 1.03 0.86 1.02 0.82 0.82 0.76
corr v1 1.00 . . . . . . . . . . . . . . . . .
corr v2 0.78 1.00 . . . . . . . . . . . . . . . .
corr v3 0.75 0.79 1.00 . . . . . . . . . . . . . . .
corr v4 0.26 0.19 0.30 1.00 . . . . . . . . . . . . . .
corr v5 0.27 0.24 0.28 0.53 1.00 . . . . . . . . . . . . .
corr v6 0.21 0.19 0.23 0.52 0.71 1.00 . . . . . . . . . . . .
corr v7 -0.29 -0.34 -0.32 -0.16 -0.16 -0.18 1.00 . . . . . . . . . . .
corr v8 0.16 0.17 0.08 0.02 -0.03 0.05 -0.40 1.00 . . . . . . . . . .
corr v9 0.05 0.03 0.00 0.19 0.07 0.13 -0.32 0.45 1.00 . . . . . . . . .
corr v10 0.07 0.09 0.07 0.13 0.02 0.08 -0.32 0.50 0.77 1.00 . . . . . . . .
corr v11 0.19 0.07 0.10 0.27 0.08 0.12 -0.32 0.51 0.63 0.76 1.00 . . . . . . .
corr v12 -0.04 -0.10 -0.12 -0.06 -0.03 -0.01 0.16 -0.28 -0.28 -0.32 -0.17 1.00 . . . . . .
corr v13 -0.05 -0.05 -0.02 -0.11 -0.02 0.00 0.23 -0.28 -0.16 -0.25 -0.21 0.68 1.00 . . . . .
corr v14 -0.10 -0.15 -0.16 -0.04 0.04 0.02 0.18 -0.24 -0.08 -0.23 -0.15 0.61 0.72 1.00 . . . .
corr v15 0.01 -0.02 -0.06 -0.11 -0.03 -0.01 0.14 -0.19 -0.15 -0.23 -0.13 0.59 0.63 0.63 1.00 . . .
corr v16 0.12 0.07 0.09 0.23 0.13 0.14 -0.49 0.46 0.47 0.52 0.62 -0.17 -0.26 -0.14 -0.18 1.00 . .
corr v17 0.18 0.20 0.14 0.19 0.12 0.17 -0.54 0.56 0.45 0.53 0.54 -0.24 -0.24 -0.17 -0.13 0.75 1.00 .
corr v18 0.20 0.23 0.18 0.13 0.05 0.10 -0.49 0.45 0.38 0.47 0.46 -0.15 -0.20 -0.11 -0.07 0.64 0.79 1.00