因應共享機車市場規模的快速擴張，台灣共享機車業者紛紛推出旅遊服務，以提升使用人數及機車租用率，然而如何不斷保持服務的差異化和動態發展來提升顧客忠誠度及滿意度一直是業者所面臨的難題。本研究目的為透過梳理及改善服務設計中的關鍵驅動因素，幫助業者提升顧客忠誠度及滿意度，並為使用者創造優良的服務體驗。我們運用「透過設計進行研究」（Research through design）的方法，探索GoShare共享機車之旅遊服務個案，依循服務設計流程，以質化研究方法建立驅動因素，再採用量化研究方法找出影響淨推薦值和使用歷程滿意度的關鍵驅動因素，提出因素相關的服務概念，並進行測試及驗證。最終，確認影響顧客忠誠度及滿意度的關鍵驅動因素，有利於企業進行策略佈局及執行。
研究問題為：「如何透過梳理及改善服務設計中的關鍵驅動因素，提升顧客忠誠度及滿意度？」，研究目的為探討共享機車旅遊服務之關鍵驅動因素，並透過服務設計思維優化服務內容，以提升顧客忠誠度及滿意度。研究目標為：（1）透過量化研究進行共享機車旅遊服務之驅動因素的篩選與評估，彙整出影響服務滿意度的關鍵驅動因素。（2）基於關鍵驅動因素，建立共享機車之旅遊服務設計概念，並以量化研究方法進行概念測試，提出執行順序建議及未來改善方向。（3）基於本案例的實施，提出服務設計中運用關鍵驅動因素的建議與流程。
本研究的主要發現有：（1）以商業目標為核心進行服務設計，可以幫助設計師在早期就聚焦於真正影響公司發展的關鍵問題上，幫助公司將資源放在正確位置。（2）在服務設計案中以量化指標檢測服務成效，可以幫助設計師隨時調整策略佈局與執行方向，更有效地提升使用者的服務體驗感受。（3）在服務設計迭代過程中，結合使用者需求和公司建議，可以確保設計概念滿足使用者期望，又符合公司發展方向，且具備落地可行性，為多方關係人創造價值。

Taiwan's shared electric scooters suppliers expect a bigger market share by offering tourism services to boost the number of users and rental rate. Maintaining service differentiation and sustainable development are keys to enhance customer loyalty and satisfaction. This study aims to explore the possibility of excellent service focusing on key driving forces. We adopt “Research Through Design” as the methodology to explore the travel services of GoShare service. First, utilize the regression analysis method to determine the key driving forces affecting NPS. Second, use interviews to determine related service problem. Finally, propose and verify the concepts for shared scooters tourism service. This study provides a case study on developing new service experience by transportation companies based on the driving forces in service design. It helps companies find the key factors affecting customer loyalty and satisfaction through quantitative and qualitative methods from a service design viewpoint.
How to improve customer loyalty and satisfaction by sorting out and improving the key driving forces in service design is the problem of this research. The research is to explore the key driving forces and optimize the service content through service design thinking. The research objectives are: (1) Screening the driving factors of shared scooter travel services through quantitative research, and summarizing the key driving factors that affect customer loyalty and satisfaction, (2) Based on the key driving forces, generating several concepts of shared scooter travel services, and providing suggestions on the execution priority, (3) proposing the suggestions and the procedure of using key driving factors in service design.
According to the research and design of this process, this study draws the following three conclusions: (1) Service design based on business goals can help designers focus on key issues that really affect the company's development at an early stage, and help the company use resources correctly. (2) Verifying service effectiveness with quantitative indicators can help designers adjust strategies and execution directions correctly, and more effectively optimize users' service experience. (3) In the service design iteration, combines user needs and company goals, contributes to the company's development and creates value for multi-party stakeholders.

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