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12 ,, : 41,,,,,,,,,,, 7512, ,,,,,,,,,,, :, ;, 60,,, 15% - 20%,,, B /S (B rowser/server, /), web,,,, [ 1 ]. [ J ]., 2001 (1) : [ 2 ]. [ J ]., 2006 (2) : [ 3 ] Gronroos, C. S trategic M anagem ent and M arketing in the Service Sector [ M ]. Boston: Marketing Science 1983: Institute, [ 4 ] Parasurama, A. ; Zeitham l, V. A. & Berry, L. L. SE2 RVQUAL: a multip le2item scale for measuring consumer percep tions of service quality [ J ]. 1988, 64: Journal of Retailing, [ 5 ] Ford, J. B. ; Joseph, M. & Joseph, B. Importance - per2 formance analysis as a strategic tool for service marketers: the case of service quality percep tions of business students in New Zealand and the USA [ J ]. Journal of ServicesM arket2 ing, 1999 (2) : [ 6 ] Cuthbert, P. F. Managing service quality in HE: is SE2 RVQUAL the answer? [ J ]. M anaging Service Q uality, 1996 (3) : [ 7 ] Kwan, P. Y. K. & Ng, P. W. K. Quality indicators in higher education2comparing Hong Kong and China s students [ J ]. M anagerial A uditing Journal, 1999 (1 /2) : [ 8 ] Anon. S tandards and Procedures M anual IIQ A ccreditation O r Institutional Review [ R /OL ]. ( sine die) [ ]. http: / /www. cqaie. org/ docs/ IIQ_ manual. pdf. [ 9 ]. [ J ]. (), 2006 (1) : [ 10 ],. [ J ]., 2005 (4) : [ 11 ]. [ J ]., 2006 (6) : [ 12 ]. [D ]., [ 13 ], [M ]. :, 2008: ( )

2. 文獻探討 2.1 大眾運輸之特性大眾運輸有兩項營運目的 : 第一是減少使用私人運輸工具, 以抒解交通壅塞的現象 ; 第二是藉此達到所得重分配的效果 [2] 根據 Lovelock [

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