松山國際機場智慧化服務對旅客體驗價值滿意度之關係研究

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Title:	松山國際機場智慧化服務對旅客體驗價值滿意度之關係研究 The Relationship between Intelligent Services and Passenger Experience Value Satisfaction at Songshan International Airport
Authors:	陶國安 Tao, Kuo-An
Contributors:	觀光事業學系觀光休閒事業碩士在職專班
Keywords:	智慧化機場服務創新體驗價值知覺滿意度 intelligent airport service innovation experience value perceived satisfaction
Date:	2025
Issue Date:	2025-02-24 14:54:02 (UTC+8)
Abstract:	自2022年起全球有許多國家均已開始解除國境管制，而機場及航空公司卻呈現出苦無人手應對報復性旅遊需求之窘境，以致旅客在機場必須面臨報到櫃台大排長龍、空間擁擠、動線不便或服務延誤等情況，機場管理單位勢必面臨責難與立即改善的壓力，因此積極改善機場之軟硬體設備，打造兼備智能、綠能與節能概念的智能機場是刻不容緩。本研究以松山國際機場為標的，針對機場單位利用疫情衝擊期間，加速推動原本受限於運量及航班影響的空、陸側整建工程及軟硬體設施更新作業，並期待疫情結束後能提供航機及旅客更優質且安全的飛航服務為方向。本研究重點將針對旅客對於松山國際機場如何運用資訊科技進行服務創新，再找出智慧機場化後服務品質是否有所改變，以了解旅客對機場智慧化服務的認知感與知覺滿意度間之關聯性，以達國際商務機場的服務水準。 Since 2022, many countries worldwide have begun lifting border restrictions. However, airports and airlines have faced significant challenges in addressing the surge in pent-up travel demand due to a shortage of manpower. As a result, passengers have encountered long queues at check-in counters, overcrowded spaces, inconvenient navigation, and delayed services at airports. Airport management authorities are under pressure to address these issues promptly and improve their facilities and services. Therefore, advancing the development of intelligent, green, and energy-efficient airports has become an urgent priority. This study focuses on Taipei Songshan International Airport, examining how the airport utilized the period of reduced travel during the pandemic to expedite land- and airside renovation projects and update hardware and software facilities that were previously constrained by flight and passenger volumes. The goal is to enhance the quality and safety of flight services for both aircraft and passengers after the pandemic. The research emphasizes exploring passengers’ perceptions of how Songshan International Airport applies information technology for service innovation and examines whether service quality has improved after transitioning to a smart airport. The aim is to understand the relationship between passengers’ awareness of smart airport services and their perceived satisfaction, ultimately achieving the service standards of an international business airport.
Appears in Collections:	[Department of Tourism & Graduate Institute of Tourism Industry ] Thesis

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