旅客運輸業實屬一種服務業，但與一般服務業很不一樣的是，在運輸的過程中，服務人員並不會與顧客有太長時間的接觸，反而是車內乘客相處互動較多。在高鐵的運輸過程中，以台北至高雄的路線為例，就需要花費1.5至2小時，許多乘客會藉此段長時間的旅途休息，若其他乘客產生一些不當的行為，例如講電話太大聲、同行乘客高聲交談等，容易干擾到乘客的休息時間，雖然台灣高鐵目前已有較高等級艙等之商務車廂，但由於票價過貴，且訴求為更高級設備及服務人員服務享受，並無法解決車廂吵雜之現象。本研究參考國外寧靜車廂之案例及國內學者對於寧靜鈴之概念發想，假定於台灣高鐵的運輸服務中將某節車廂設置寧靜車廂，並在購票系統及車站或列車等處明確標示之。
由於過去較少文獻探討乘客與乘客之間互動對於顧客滿意度的影響，本研究採用質性研究方法─關鍵事件技術法進行因素及問項收集，以劇場理論為構面，將收集之問項歸納與分類，並轉化成封閉式問卷，其中係以李克特七點量表作為衡量尺度，並搭配條件評估法對受訪者進行寧靜車廂的願付價格的調查。
觀察國人之習慣，若其他乘客產生不恰當之噪音行為，多數人皆為之忍受，這樣不僅造成顧客搭乘之滿意度下降，業者也無法體察此問題而錯失改善的契機。本研究透過問卷調查，發現其他乘客之行為舉止雖然在目前對於顧客滿意度並無顯著影響，但在寧靜車廂上市後，社會大眾將意識到其他乘客之品質對於搭乘體驗之重要性。此外，寧靜車廂亦可提升由服務人員服務品質及整體服務品質所帶來之顧客滿意度。在實務面上，將受訪者對於寧靜車廂之願付價格進行統計分析，發現受訪者最高願意額外付出8.44%之價格搭乘寧靜車廂，預估一年將可為台灣高鐵額外帶來上億元之收益。

The objective of this study is to assess the customer satisfaction of transportation systems by introducing a new service. Several accomplishments are briefly described as follows: first, to investigate the present service quality and customer satisfaction of Taiwan High Speed Railway Company (THSR) as an illustrative case; secondly applying “quiet carriage” to test the customer satisfaction with the quietness in coaches. The Critical Incident Technique is adopted to examine the exact or latent attributions affecting the customer satisfaction. Fourteen items based on the Dramaturgical Theory are used for classification. Each item is then transformed into a few questions to survey the present service quality at the second stage. Meanwhile, quiet carriage is considered one kind of service innovation, and be appraised by the performance of competitiveness and quality. The research finds out the relationships between service quality, customer satisfaction and quiet carriage, and it gives THSR a precise answer to solve the human-made noise problem.

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