Volume 15, Number 2, December 2025
| A Study on Service Factors Affecting Customer Satisfaction of the Taipei Metro – Using the Analytic Hierarchy Process
|
I-Ya Chen 1and Po-Chun Yu 2*
Abstract
This study aims to systematically analyze the service quality factors of the Taipei Metro to identify key elements affecting customer satisfaction. By integrating the Modified Delphi Technique and the Analytic Hierarchy Process (AHP), the research constructs a comprehensive evaluation framework based on the consensus of experts with professional backgrounds and input from passengers with practical riding experience across various age groups. The research framework establishes five core service dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Empirical results indicate that "Reliability" is the most critical dimension (weight 0.452), with "waiting time" and "punctuality" ranking as the top two service priorities. These findings suggest that Taipei Metro operators should prioritize core transportation efficiency and information transparency to enhance the overall passenger experience. Furthermore, this study offers innovative significance by applying AHP theory to the context of mass transit, addressing gaps unexplored in previous literature. By providing a robust theoretical foundation, this research serves as a valuable reference for future studies investigating customer satisfaction within public transportation systems, both in Taiwan and internationally.
Keywords: Customer Satisfaction, Taipei Metro, Analytic Hierarchy Process (AHP), Service Quality, Performance Measurement
JEL Classification: L92, M31, C44
1 Department of Business Administration, Tamkang University, New Taipei, Taiwan
2 Department of Business Administration, Tamkang University, New Taipei, Taiwan
* ( E-mail: 613610152@o365.tku.edu.tw)