本研究旨在探究臺灣鐵路管理局的服務品質，研究對象為臺鐵列車與嘟嘟列車的遊客，問卷共發放500份，其中有效問卷為491份。回收的問卷分別以因素分析、信度分析及t檢定等統計方法進行。研究結果發現：一、在行前期望上，臺鐵客車遊客對安全、無故障的車輛來行駛、車廂乾淨且清潔、按照班表時間準時發車與抵達重視度較高。嘟嘟列車遊客對車廂乾淨且清潔、車廂環境舒適、禁煙成效甚佳的重視度較高。二、在實際感受上，臺鐵客車遊客對服務人員及列車長服裝儀容整齊、臺鐵以安全、無故障的車輛來行駛、臺鐵車站站內的站牌資訊與標示清楚正確的得分較高。嘟嘟列車遊客對禁煙成效、按照班表時間準時發車與抵達、服務人員服裝儀容整齊的滿意程度得分較高。

This study evaluated the service quality of the Taiwan Railway Administration. The research targets included the passengers of Taiwan Railway Train and that of Taiwan Railway's Do-Do Train. At last, 491 questionnaires were effective out of the 500 questionnaires distributed. This research applied factor analysis, reliability analysis and t-test and concluded that: (1) the expectation of service quality of the passengers of Taiwan Railway Train focused more on the safety of the train, the sanitation of the train and the condition of on-schedule of the train; yet, the expectation of service quality of the passengers of Do-Do train concentrated more on the sanitation of the train, the comfortableness of the train and the condition of smoking free. And (2) the perception of service quality of the passengers of Taiwan Railway Train considered more on the appearance of the service persons, the safety of the train and the accuracy of the train information; yet, the perception of service quality of the passengers of Do-Do train valued more on the condition of smoking free, the state of on-schedule of the train and the appearance of service persons.