本論文是以民眾臨櫃申辦交通違規申訴為研究對象，探討其對交通違規申訴過程中，櫃檯人員之處理效力及其影響因素，由於交通違規申訴具有高度衝突性與負面情緒特性，民眾對行政機關之觀感，往往不僅取決於申訴結果本身，更受到申訴過程中資訊提供、情緒感受及人力資源配置等因素影響。本研究以交通部公路局高雄區監理所轄下屏東監理站、臺東監理站及澎湖監理站等臨櫃申辦交通違規申訴民眾為資料收集對象，採便利抽樣方式進行問卷調查，並以Likert五點量表作為衡量尺度，建立以「資訊提供」、「負面情緒」與「人力不足」作為主要研究構面，探討其對「處理效力」之影響關係的研究架構，共包含四個構面與六項研究假設，後續運用SPSS與AMOS進行資料分析與模型驗證。
研究結果顯示，資訊提供對處理效力有著顯著正向影響，資訊提供對負面情緒有著顯著負向影響，人力不足對處理效力有著顯著負向影響，人力不足對負面情緒有著顯著正向影響，然而，人力不足對資訊提供卻有著顯著正向影響，而負面情緒對處理效力沒有著顯著影響。資訊提供對處理效力具有顯著正向影響，代表當櫃檯人員能提供清楚、完整且即時的法令與程序說明時，能有效提升民眾對申訴案件處理效力的正面評價；資訊提供亦對負面情緒具有顯著負向影響，顯示充分的資訊有助於降低民眾焦慮、不滿與不信任等負面感受，此外，人力不足雖會提高民眾負面情緒，但也會促使申訴櫃檯人員加強資訊提供以因應繁重的工作負荷，負面情緒對處理效力未達顯著影響，顯示民眾對處理效力的評價，主要仍取決於資訊提供及人力配置等行政互動因素。交通違規申訴之處理效力應兼顧程序正義、資訊透明度與行政互動過程，研究結果可作為交通裁決機關精進交通違規申訴制度、優化人力與資訊資源配置之參考，以提升交通違規申訴之處理效力與整體交通治理效能。

This study investigates the processing efficacy of frontline counter personnel in traffic violation appeals and examines the factors influencing such efficacy based on citizens’ experiences. Since traffic violation appeals often involve conflict and negative emotions, this study examines the relationships among Information Provision, Negative Emotions, Manpower Shortage, and Processing Efficacy.
A questionnaire survey was conducted among citizens who filed traffic violation appeals at the Pingtung, Taitung, and Penghu Motor Vehicles Offices under the Kaohsiung Motor Vehicles Office. Convenience sampling was adopted, and data were analyzed using SPSS and AMOS to test the proposed research model.
The results show that Information Provision has a significant positive effect on Processing Efficacy and a significant negative effect on Negative Emotions. Manpower Shortage has significant positive effects on Information Provision and Negative Emotions, while Negative Emotions do not significantly affect Processing Efficacy. These findings indicate that citizens’ evaluations of processing efficacy depend primarily on the adequacy of information provided and administrative interactions rather than on their emotional responses.
The findings suggest that processing efficacy in traffic violation appeals should emphasize procedural fairness, information transparency, and administrative interactions. The results provide practical references for improving traffic violation appeal procedures, optimizing manpower and information resource allocation, and enhancing the processing efficacy of traffic violation appeals and overall traffic governance.

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