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시내버스 서비스 개선방향 제시를 위한 수정된 IPA 기법 적용 연구: 충청북도 청주시를 중심으로

Research on Improving City Bus Service Using Revised Importance-Performance Analysis: Focusing on Cheongju City, Chungcheongbuk-do

김나연|송태진|황슬비
한국ITS학회 (The Korean Society of Intelligent Transport Systems)|2024.10|한국ITS학회 논문지 (Journal of Korean Society of Intelligent Transport Systems)|제23권 제5호|pp. 199-221|DOI https://doi.org/10.12815/kits.2024.23.5.199

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참고문헌

키워드

Importance-Performance Analysis중요도-만족도 분석시내버스 서비스 개선시내버스 활성화서비스 만족도 조사City bus service improvementActivation of city bus servicesService satisfaction survey

초록

교통전문가들은 승용차에서 시내버스로의 수단전환 및 대중교통 이용 활성화를 위해 시내버스 노선 개편 등 이용 환경 개선을 도모하고 있다. 이를 위해서는 생활수준 향상에 따라 이동성 뿐만 아니라 시설이용 만족도에 높은 가치를 두어야 한다. 즉 시내버스 활성화를 위해서는 현실적인 이용자 측면에서의 편의나 요구사항을 반영한 서비스 개선을 통해 이용자 만족도를 제고할 필요가 있다. 이에 본 연구는 청주시민을 대상으로 시내버스 서비스 만족도 조사를수행하여 현재 서비스 제공 현황을 진단하였다. 시내버스 서비스에 대한 전반적 만족도 조사결과 시내버스 이용 유도를 위해서는 이용자 만족도의 제고가 필요한 것으로 파악된다. 서비스 측면의 세부 개선 필요사항을 도출하기 위해 만족도 조사 결과를 기반으로 다양한 논의가진행 중인 수정된 IPA 기법 중 두 가지 기법을 활용하여 시내버스 서비스 만족도 향상을 위한개선점을 분석하였으며, 각 속성을 내재적 만족도와 중요도에 따른 4가지로 구분하여 서비스개선방향을 제시하였다. 해당 결과는 청주시 대중교통 이용률의 향상을 위한 목적으로 서비스측면의 개선방향을 수립하고 서비스 개선의 우선순위를 정하기 위한 기초자료로 활용될 수 있을 것이라 기대된다.

Abstract

Transportation jurisdictions are making efforts to enhance the public transportation environment by implementing changes to bus routes, aiming to encourage a transition from private cars to city buses and to promote the use of public transport. However, as living standards improve, citizens are increasingly emphasizing not only mobility but also satisfaction with facility usage. To further boost the city bus services, it is essential to improve user satisfaction by addressing practical conveniences and meeting user demands effectively. This study conducted a satisfaction survey on city bus services targeting Cheongju citizens to assess the current service provision. The survey results indicate that enhancing user satisfaction is crucial for promoting the use of city buses. To identify main factors for improvement from a service perspective, this study analyzed potential enhancement points for city bus service satisfaction using two modified IPA techniques based on the survey results. Attributes were categorized into four aspects according to satisfaction and implicit importance levels. The authors believe that these results can serve as foundational data to formulate service improvement strategies and determine priorities for service enhancements, with the goal of increasing public transportation usage rates.

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