题名

桃園國際機場陸側服務品質屬性與優先改善順序

并列篇名

LANDSIDE SERVICE QUALITY ATTRIBUTES AND THEIR IMPROVEMENT PRIORITY: AN EMPIRICAL STUDY OF TAOYUAN INTERNATIONAL AIRPORT

作者

賀天君(Tien-Chun Ho)；顏進儒(Jin-Ru Yen)

关键词

桃園國際機場 ； 服務品質 ； Kano模式 ； 重要度績效分析 ； Taoyuan International Airport ； Service quality ； Kano's model ； Importance- performance analysis

期刊名称

運輸計劃季刊

卷期/出版年月

46卷4期（2017 / 12 / 30）

页次

319 - 341

内容语文

繁體中文
中文摘要

過去許多研究透過量化方法衡量國際機場績效，但無研究整合Kano二維品質模式與重要度績效分析評估國際機場服務品質。本文基於桃園國際機場之立場，針對臺灣桃園國際機場之入出境旅客進行問卷調查，藉由服務品質(SERVQUAL)架構，構建臺灣桃園國際機場服務品質評估模式。透過問卷所得資料，探求臺灣桃園國際機場服務品質屬性及旅客重要度與滿意度。研究結果顯示，臺灣桃園國際機場服務品質屬性中，7項為一維品質，25項為必需品質，13項為無差異品質。在重要度與滿意度方面，分別以「清晰的登機廣播」與「機場人員服務態度」為首要，「候機室設備舒適度」則為最優先改善之項目。本文研究結果，可提供臺灣桃園國際機場作為未來擬定營運策略之重要參考依據。
英文摘要

A number of airport studies have contributed to measuring airport performance through quantitative approaches, but none of them have applied and combined Kano's model and importance-performance analysis to evaluate international airport service quality. Based on Taiwan Taoyuan International Airport's (TTIA) orientation, this paper implemented a questionnaire survey for passenger in Taiwan Taoyuan International Airport. Considering SERVQUAL frameworks and then obtaining by questionnaires to construction and implication the service quality, importance and satisfaction of Taiwan Taoyuan International Airport. The research results indicate that there are (1) seven service qualities attribute to one-dimensional quality, (2) twenty-five qualities attribute to must-be quality, and (3) thirteen qualities attribute to indifferent quality. The overall evaluation illustrates that the 'boarding broadcast clearly' and 'service attitude of terminal staff' are the primary rating criterion for importance and satisfaction survey, and ＂departure lounge＂ is the highest priority for the improvement project. These results can provide as a good reference for TTIA to create operating strategies.
主题分类 工程學 > 交通運輸工程
社會科學 > 管理學
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被引用次数
  1. 賴雅方,胡凱傑(2023)。應用品質風險評估與TRIZ方法探討機場服務品質之改善策略：以桃園機場為例。品質學報，30(4)，247-280。
  2. 賴政豪,黃霈涵,陳容莉,張祐誠,林姒鋆(2021)。以精緻化Kano模型探討海底撈餐廳之服務品質要素歸類。運動休閒餐旅研究，16(3)，1-17。
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