澳門輕軌系統（Macao Light Rapid Transit System）為澳門首個軌道交通項目，第一期氹仔線於2019年12月落成啟用，為了突破澳門土地資源不足以致交通環境惡化的困局，此系統定位為居民和旅客提供便捷、環保、可靠及舒適的集體運輸服務，以紓緩澳門癥結已久的交通問題。然而，載客量自營運以來遠遠未能達到以「輕軌為主、公車為輔」的交通政策目標。故本研究針對澳門輕軌服務品質的角度調查，以暸解民眾對該服務的評價。

本研究運用結構方程模型進行估計和實證分析，以澳門輕軌服務的安全性、時效性、舒適性、可靠性、反應性和同理性等六個構面，進行服務品質對於行為意圖的因果關係探討，結果顯示「時效性」和「同理性」的滿意程度正向顯著影響行為意圖。此外，結合重要度–績效分析法（Importance-Performance Analysis, IPA）探討乘客對於澳門輕軌服務的重視與滿意項目，並反映營運公司所提供服務項目的缺失、需要改善和保持的地方，並根據研究結果擬定相應策略建議，供相關單位未來提升運量策略之參考。

Macao Light Rapid Transit System, as a result of low load passenger use, this study investigates the service quality of Macao light rail to understand underlying reasons. This study applies structural equation model (SEM) to investigate the relationships between dimensions including safety, timeliness, comfort, reliability, responsiveness, and empathy towards behavioral intention. The result shows that the satisfaction of " timeliness " and "empathy" have positive and significant impact on behavior intention, and there are 24 service attributes investigated in this study. In addition, the Importance-Performance Analysis (IPA) is also used to compare the differences in order to identify items/aspects the firm should be improved and maintained Based on the research results, corresponding strategy suggestions are made, and it can be used as a reference for the related parties in drafting the MLRT traffic enhancement in the future.

網路文獻
1. 港鐵MTR（澳門）（2021）
https://www.mtr.com.mo/tc/AboutUs/MLRT
2. 澳門交通事務局（2021），輕軌系統運營事件匯報
https://www.dsat.gov.mo/dsat/subpage.aspx?a_id=1585723262
3. 澳門交通事務局（2021），的士、巴士收費
https://www.dsat.gov.mo/dsat/subpage.aspx?a_id=1443512877
4. 澳門輕軌股份有限公司（2021），運量統計資料
https://www.mlm.com.mo/tc/statistics.html
5. 澳門輕軌股份有限公司（2021），車票及車費資料
https://www.mlm.com.mo/tc/general_ticket.html

中文文獻
1. 周文賢（2004）。多變量統計分析，台北：智勝。
2. 袁玲（2013）。城市地鐵服務質量評價研究。南京航空航天大學管理科學與工程碩士論文。中國南京市。
3. 張同廟、吳明隆、劉世閔（2015），領導風格、責任感對工作表現之影響─以南部大學校院學生事務處為例。教育行政論壇第 7 卷第 1 期。
4. 澳門審計署（2018），《輕軌系統─第四階段》專項審計報告
5. 澳門交通事務局（2011），《輕Zone季刊第一期》
6. 澳門交通事務局（2014），《輕Zone季刊第十四期》
7. 謝宗成（2015），SEM運用。慈濟大學醫學研究所教授簡報。

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