台鐵建立至今，一直扮演著台灣運輸交通骨幹的角色。近年來由於大眾運輸業的興起、高速鐵路之競爭以及國內航空的開放，使得國內交通的運輸市場之營運起了莫大之變化。然而，具有良好的服務品質才能持續吸引消費者進而提升到永續經營之目的；因此，台鐵應該要瞭解消費者需求，進而提供完善的服務品質。但就台鐵的服務品質而言，其衡量構面與準則之間具有相互影響之關係，再加上服務本身亦有著不易衡量之無形性特質，故在判斷上多具有模糊性。因此本研究採用模糊分析網路程序法，並以 PZB模式為架構並建構出問卷，以消費者之觀點來進行探討台鐵之服務品質。希望透過所建立的衡量服務品質之模式，能協助台鐵業者有效的衡量服務品質，並作為改善服務品質之參考依據。

The Taiwan Railways has been playing a significant role for decades in the transport backbone of Taiwan. Because of the booming transport market, the competition stirred by the High Speed Railway System and the domestic aviations brings dramatic changes domestically. Therefore, the Taiwan Railways must understand consumer’s needs and offer services with great qualities. However, when it comes to service, one can see it entails evaluative dimensions and some criteria which have reciprocal influences to one another, not to mention its intangible nature and fuzziness. Thus, this paper adopts fuzzy analytic network process (FANP) and constructs questionnaires with the framework of PZB model to analyze the service quality of the Taiwan Railways based on consumers’viewpoints with the hope to assist managers to improve their overall service in the future.