航空站中外旅客服務品質重要表現分析－以臺灣桃園國際機場為例

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Title:	航空站中外旅客服務品質重要表現分析－以臺灣桃園國際機場為例
Authors:	林緯翰
Contributors:	觀光事業學系
Keywords:	重要－表現分析法服務品質滿意度
Date:	2010
Issue Date:	2011-10-31 16:12:50 (UTC+8)
Abstract:	在現今全球國際化以及商務、出國旅遊頻繁的今天，隨著國際間互動頻繁，全世界各個國家的國際機場都致力於航站大廈的更新、擴建、舒適以及清潔感等改善工作。尤其是最近幾年來，國際機場的評鑑報告，更可以顯示出各國對國際機場的重視。服務人員所要面對的是旅客對於服務品質的要求，不同的人口統計變數對於航空站服務品質的期望與實際感受可能會有差異。了解不同人口變數特徵，如不同性別、年齡、學歷等，其所認知到的服務品質，是否有差異，將有助於航空站在擬定管理策略之重要參考。對顧客而言，服務品質與顧客滿意度來自於所受到的服務，而不論是服務人員的表現、產品的品質，亦是組織整體的形象，對於顧客而言都是一樣重要的，也都會影響滿意程度。本研究透過問卷調查方式，探討中外旅客(臺灣桃園國際機場入境旅客)對於航空站服務品質期望以及實際感受間的認知，來瞭解整體的滿意度，由事前對於服務水準的認知期望以及事後對於服務水準的實際感受，來衡量航空站整體滿意度，並且以「重要－表現分析法」(IPA)來分析及擬定相關建議。 With the inevitable trend of globalization, the competition among airports worldwide becomes more and more fierce. In recent years, increasing attentions to the annual airport evaluation reports published by Airports Council International or Skytrax show that the airport authorities worldwide dedicate to improving the service capacity and service quality of airport terminals. Neighboring Asia airports, such as Hong Kong International Airport, Korea Incheon International Airport, Singorpore Changi International Airport, and Malaysia Kuala Lumpur International Airport are all ranked in top tier, while Taiwan Taoyuan International Airport only receive a three-star rank, indicating Taiwan Taoyuan International Airport has plenty of room for improvement. The differences in perception and expectation of various passenger de-mographics on the extracted constructs are also examined. At last, policy implications along with corresponding improvement strategies are proposed was also affect the overall satisfaction.
Appears in Collections:	[Department of Tourism & Graduate Institute of Tourism Industry ] Thesis

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