自從台灣高鐵系統通車以來，開啟了台灣的交通運輸歷史的新紀元，台灣高鐵所提供迅速、便利、環保與舒適的交通運輸服務，改善整個台灣的交通運輸狀況，目前已成為西部走廊交通運輸中不可或缺的一環。而台灣早已邁入高齡化社會，交通運輸的設計及交通安全性皆是重要之考量範圍。而高齡者因為老化的因素使得生理狀況產生變化，進而對生活上移動之需求與一般旅運者略有不同。這股因高齡化社會所帶來之潮流，為交通運輸設計與法規注入了新的思考概念，然而回顧過去近二十年來，無障礙空間改善，已進步不少，但在交通運輸方面仍有改善之空間。因此，本研究欲針對高齡者老化所產生的健康狀況，對台灣高鐵運輸系統服務之期望服務（重視）進行研究與探討。本研究透過一對一面對面方式，以搭乘過高鐵之高齡者乘客為調查對象進行訪問，經由因素分析萃取出影響高齡者搭乘高鐵之期望需求服務品質因素。再透過比較平均數法中的單因子變異數分析及獨立樣本 T 檢定分析，以了解不同高鐵之高齡使用者之健康狀況與其
對服務品質期望之重視因素是否存在顯著的差異。結果發現，不同健康問題的高齡者於高鐵期望
服務因素構面的需求，有顯著性差異。另外，本研究針對高齡者所重視服務品質項目，進行分群，研究結果顯示，高齡者可分為「重視高鐵應變與設施便利性型」、「重視高鐵設備實用與安全準點性型」、「一般型」等三種不同族群。而三種族群特性亦有所不同。研究結果可供高鐵運輸未來提升其服務品質之參考依據。

Since the High Speed Rail’s operation, Taiwan’s transportation marketplace entered a new era. Due to its competitive service level at speed, convenience, green concern, and comfort, High Speed Rail not only makes great changes but plays a significant role in Taiwan’s western transportation condition. Taiwan now is an aging society. Because of the physical situations for the elder, demands to redesign the traffic system and maintain the transportation safety are essential considerations for aged society commonly faced. For these years, Taiwan’s transportation construction is becoming toward less barriers; however, there are still needs to improve,
particularly while considering the elder’s health situation. Thus, this study investigates the elder’s perspectives on perceived values and on experimental perspectives regarding the service quality of the High Speed Rail. Moreover, this study also investigates factors influencing the elderly viewpoints of perceived services and their satisfaction and the gap between these two—perceived values and customers’ satisfaction regarding High Speed Rail’s service. This study utilizes one-by-one interview to actual elder passengers taking High Speed Rail. Based on results of factor analysis, One-way ANOVA, and Independent T-Test, this study discovers that due to their different situations of health condition, the gap between perceived values and satisfaction regarding the services of High Speed Rail exists. As a matter of fact, this study provides practical evidences to High Speed Rail to rethink how to improve their service quality for the elderly.