||Currently, only a few passenger transport carriers in Taiwan hve introduced the Fleet Management System because of operation cost increase, establishment of peers, customers’ requests, as well as whether the product functions complying with the company’s operations, etc. According to a questionnaire survey conducted every two years by the Directorate General of Highways of the Ministry of Transport, R.O.C., improvement of company performance and management has always ranked top 2 among the factors for the business growth over a long time, indicating that the passenger transport industry has realized the importance of operation management to its development. Yet, referring to the Fleet Management Systems, how to make the carriers of the industry realize its importance in improving their performance, and why it is expected to introduce the critical success factors of fleet management systems for the industry? Concerning these problems, the research was conducted concerning these problems, and tried to propose useful conclusions for subsequent studies and practices.
Focusing on the carriers of the passenger transport, the research discussed the value of the Fleet Management System to the passenger transport industry and demands, and explored to introduce accurate critical success factors of the systems. Firstly, on the basis of theory drew from literature, the research built up its structure by menas of analytical hierarchy process questionnaire and in-depth interviews. Then, by reviewing relevant literature and analyzing current state of the industry, the research explored and developed appropriate measuring facets and evaluation criteria of the critical success factors. In terms of theory basis, centering on Balanced Scroecard and Evaluations and Consideration of Performance of Information Technology Investment, the research developed foru strategic facets composed of Financial, Customer, Internal Business Processes and Learning Growth, which were then compiled by Analysis of Transport and Fleet Management affected by GPS Application in the View of Value Chain and Critical Success Factors of Information Systems. Via the previous experts questionnaire, the research finally compiled measuring facets and evaluation criteria of critical success factors of Fleet Management Systems for the passenger transport industry as the final structure of the research.
In the process of data collection, the questionnaire was sent to the carriers of passenger transport, and then analyzed and evaluated by Analytical Hierarchy Process (AHP), by which the five key critical success factor of Fleet Management Systems were developed, followed by the verifications by means of in-depth interviews for their effectiveness.
From the research, six critical factors of the Fleet Management Systems to the passenger transport industry were developed and ranked as follows: (1) realibility and stability of the system; (2) support from senior management; (3) improvement of customers’ satisfacton; (4) accurate reflections of service quality; (5) improvement of information management; and (6) decrease of oepration cost added to the facet of finnacial after summarizing the in-depth interviews. Further, the research proposed to provide accurate industry development trend the carriers of the industry, increase the applications, importance of the practical Fleet Management Systems, as well as correct indexes of critical factors to strengthen and improve operation institution and management.