本研究旨在探討台鐵開放電子票證搭乘對號列車後，所帶來的搭乘現況研究與改善之道。台鐵局自2016年6月28日完成電子票證全線連通，全台灣各地台鐵車站，皆可持用多卡通電子票證搭乘台鐵各級列車。開放電子票證後，對號列車上的無座位客旅次數量增加，對於原本購買座位票的旅客，以及整體乘車品質皆有所影響。基於開放電子票證可搭乘對號列車之便民服務確實有持續之價值，且應謀求搭乘品質改善措施。
為探求改善方式，本研究透過問卷調查方式，訪問近期有搭乘台鐵對號列車經驗的旅客，探索電子票證對於搭乘對號列車之民眾所帶來的搭乘感受影響，分別從旅客購買對號列車座位與否的考量、旅客所感受到的滿意程度，以及旅客購買對號列車座位搭乘的忠誠度，加上考慮使用電子票證的考量後，對於對號列車搭乘滿意程度、旅客購買對號列車座位的忠誠度二者之影響。
本研究透過驗證相關假設，證實民眾如有使用電子票證的考量來搭乘對號列車，將會負面顯著地影響對號列車搭乘滿意度及購買座位票忠誠度。而車廂內的擁擠現象，是造成對號列車搭乘滿意度降低的主要原因。最後建議台鐵應於對號列車設置不同等級車廂，集中無座位票旅客，降低整班列車擁擠現象，不僅能獲得上述成效，亦可消除不同價格卻享有相同服務的不公平搭乘情形。

This study explores the research and improvement of the current traveling situation brought about by the Taiwan Railways Administration's(TRA) opening of electronic tickets for boarding express trains.
Through a questionnaire survey, interview passengers who have recently taken TRA express trains—exploring the impact of e-tickets on the travel experience of people who take the express train. By using structural equation modeling to test relevant hypotheses.
This study shows that if people use electronic tickets to take express trains, it will negatively and significantly affect their satisfaction with taking express trains and their loyalty to purchasing seat tickets. The opening of electronic tickets to board the express trains is a convenience service that does have continuous value and should seek to improve the quality of travel.
Finally, TRA should set up different grades of carriages for the corresponding express trains, which can achieve the abovementioned effects and eliminate the unfair use of different prices while enjoying the same service.

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