根據交通部統計處調查顯示，近年來民眾不願搭乘公共運輸的因素，有 23% ~ 30%的民眾認為公共運輸轉乘不便為主因之一。本研究嘗試以使用者觀 點，探討公共運輸無縫轉乘之空間、時間、資訊與服務4 大面向之潛在構面 與相關觀察變項，並依前述關聯模式架構，結合服務品質、顧客滿意與顧客 忠誠理論模式，構建一個可反應現況之因果關係網路模式。本研究透過結構 化方程模式驗證所提模式之配適程度，確立構面間路徑之成立關係，以奠定 整體模式之合理基礎，然後藉由貝氏網路模式，在整體無縫轉乘服務品質的 改善與無縫轉乘滿意度的提升之下，預測乘客對公共運輸忠誠度的變化，並 從中歸納出關鍵改善構面與次序，據以提出改善策略。

In Taiwan, according to Ministry of Transportation and Communications’ travel surveys in recent years, 23% to 30% of the people think public transportation is not convenient to transfer. It shows that seamless transfer in public transportation has become a hot issue for research. This paper aims at modeling a causal model of seamless transfer’s service quality, satisfaction and loyalty to public transportation by conducting an empirical study at two transfer stations in the Taipei Metropolitan. Seamless transfer of public transportation can be classified into space, time, information and service from the passengers’ viewpoint. Based on results of the questionnaires, the hypothesis of causal relationships among service quality, satisfaction and loyalty can be verified by the Structural Equation Modeling (SEM).Then the Bayesian Network (BN) model is used to predict passengers’ shifts between private and public vehicles if certain seamless transfer strategies are implemented. The findings can be referred to other similar application areas with modified models in the future.