當人們享受現代交通的便捷時，過度溫室氣體的排放對環境帶來相當程度的負面影響。因此，永續運輸逐漸獲得世界各地政府的重視，而公共自行車更被視為推廣公共運輸的最後一哩路。雖然此系統已經被實行數年，但根據各地區特性所設計的考量皆不相同。本論文依據台灣目前系統共設計六大構面分別進行重要滿意分析調查以及應用Kano模型區分服務屬性，此構面分別為站點密度、硬體設施、軟體設施、使用環境、租賃費用以及營運因素。
本項研究採用線上蒐集問卷的方式總計收回612份，有效問卷數量為612份。敘述性統計部分顯示女性的使用者多於男性、使用量最多為台北市。此外，最常使用公共自行車的年齡介於 20-29歲之間。使用者的滿意度以及服務的表現程度將會使用重要績效滿意度方式進行衡量。根據結果指出現有的服務水準中，站點密度、軟體設施、營運因素皆都為推廣公共自行車的關鍵因素。而使用環境由於需要管理團隊立刻提升該項服務品質，因此也屬於推廣公共自行車的關鍵因素之一。另一方面，由於硬體設施被歸類在低重要度與低滿意度，以及租賃費用被歸類在低重要度高滿意度，以上兩者皆不屬關鍵因素。Kano模型主要被應用在區分公共自行車構面的服務屬性，結果顯示出在營運因素構面中的第一個項目「公共自行車站內提供充足的腳踏車」為最顯著的關鍵因素，因為該項目不僅具有魅力屬性，以及同時位於重要表現分析的第一個象限之中。
整體而言本研究為現有文獻增加些許具體的貢獻，宥於目前現有資料僅針對特定系統進行分析，尚未有完整系統性的調查，而在本研究中結合目前公共自行車系統進行整體的分析。雖然分析後Kano模型由於問卷設計的瑕疵，及本身方法的限制性導致大部分屬於無差異屬性，不過仍不影響其在重要表現分析之結果。有鑑於此，為了有效改善傳統Kano模型之限制並獲得更適當的結果，在未來研究中建議採用直接性問法才能有效避免過多無差異屬性的產生。最後，本研究提出之關鍵因素可供經營團隊在評估建置公共自行車系統時納入其考量中。
關鍵字：公共自行車、永續運輸、重要表現分析、Kano模型、關鍵因素

The concept of sustainable transportation has been gradually gaining government attention worldwide because, unsurprising, excessive greenhouse gases lead to negative impact on the environment when modern people enjoy the convenience of fossil fuel-based transportation. Currently, bike-share is regarded as the last milestone of sustainable transportation. Although bike-share has been implemented for several years, it has led to specific regional concerns for users. In this study, a research model pertaining to bike-share systems in Taiwan is designed with six constructs: bike station density, bike hardware, bike software, use environment, rental fee, and operational factors. In order to discover the key factors underlying the promotion of bike-share, an importance-performance analysis (IPA) is applied to measure user satisfaction. Meanwhile, the Kano model is used to classify bike-share attributes
The empirical data were acquired using an online questionnaire. In total, there were 612 respondents who participated in this survey (with 612 usable questionnaire). The descriptive analysis revealed that female respondents use bike-share more than males. Youbike accounts for the highest usage of bike-share, and in an age range from 20-29 are the most common bike-share users. User satisfaction and service performance was measured using the IPA. The results demonstrated that bike station density, bike software, and operational factors are the key factors of related to promoting bike-share in Taiwan. In addition, the use environment needs immediate attention on the part of operators to improve the current service quality, and thus, it is considered to be as a key factor. On the other hand, bike hardware in quadrant III (low importance and low performance) and rental fee in quadrant IV (low importance and high performance) were not key factors based on this model design. The Kano model was employed to classify the bike-share quality attributes.The Kano model demonstrated that the first operational item (the bike-share should provide a sufficient number of bicycles) is a significant key factor related to both attractiveness and satisfaction with performance
To summarize, there has to date been no overall investigation of bike-share in Taiwan. However, in this study, general research is conducted in order to add specific contribution to the current literature. Although the defects in the questionnaire and the limitations in the Kano model caused most attributes to be insignificant, these issues did not affect the IPA results. In the research limitations, it is suggested that a directly-asked-question (DAQ) approach used to refine the original questionnaire items in the Kano model in order to obtain more robust results. Overall, the key factors proposed in this study are valid and objective so, any operator managing a bike-share system should take these factors into consideration.
Keywords: Bike-share, Sustainable transportation, Importance-performance analysis (IPA), Kano model, key factor.

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