Analysis and Examination on the Treatment of Petition Cases from the MRT Passengers
The Taipei Rapid Transit Corporation (TRTC) has set up petition channels for passengers to express their complaints and suggestions and a special group been formed to handle the petition cases as well. Passengers' petitions vary case by case, but since the TRTC is not delicate enough in the classification of those cases, it might not be effective in the analysis of problems and the devising of treatments. This study aims to elaborate a 4-level classification method which categorizes the petition cases definitely so as to help improve the tasks of categorization, statistical analysis, and causal traces. Taking the petition cases in the latter half of 1998 as samples, we fit each case into one of the proposed 4-level categories and establish a database file. Then, a cross analysis is conducted on the statistics and the passengers' background. At last, we try to trace the passengers who once filed their petitions. The results of our research show the following main points. (1) Among the petition cases, the most common complaints include the expiry date of tickets, noises in the Hsin Peitou branch line, and the loud broadcasting volume in the Mu-cha line. (2) Passengers hold a high expectation from the MRT. Female passengers file more petitions than male counterparts and are more delicate in the questions they raise. (3) In the treatment process of the petition cases, the transfer of cases from each MRT station to the TRTC Public Relations Section takes too long a time, which needs to be shortened. (4) Passengers care more about whether the TRTC accept their suggestions and make some improvements than about the way the petition cases are answered.
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