近年來，科技趨勢已注入各個產業並且是需將其納入的市場，而在航空公司中自助服務科技的應用是為市區預辦登機，為使航空公司能在行銷經營上更加重視顧客感受，本研究將探討市區預辦登機之顧客參與及體驗價值與顧客滿意度三者間之關係，並檢視體驗價值所扮演的中介角色。本研究採用便利抽樣法，針對曾使用市區預辦登機之顧客發放網路問卷，共收取520份有效樣本。研究結果發現，市區預辦登機之顧客使用自助服務科技時，其參與程度越高，越能提升體驗價值，又當體驗價值越高便能提高顧客滿意度，再者，顧客參與程度越高，則越能提升其顧客滿意度。此外，體驗價值在顧客參與及顧客滿意度間扮演著中介變數的角色，亦即顧客參與會透過體驗價值進而影響顧客滿意度。
In recent years, the trend of science and technology has been injected into various industries and needs to be incorporated into the market. In Airlines, the application of self-service technology is to pre check-in for urban areas. In order to enable airlines to pay more attention to customer feelings in marketing operation, this study will explore the relationship between customer participation, experience value and customer satisfaction, And examine the intermediary role of experience value. In this study, convenience sampling method was used to distribute online questionnaires to customers who had used urban pre boarding, and a total of 520 valid samples were collected. The results show that when urban pre boarding customers use self-service technology, the higher the degree of participation, the more they can improve the experience value, and the higher the experience value, the more they can improve customer satisfaction. Moreover, the higher the degree of customer participation, the more they can improve their customer satisfaction. In addition, experience value plays an intermediary role between customer participation and customer satisfaction, that is, customer participation will affect customer satisfaction through experience value.
