無人機空拍剪輯服務品質指標之研究：雙元觀點探討

RESEARCH ON SERVICE QUALITY INDEX OF UAV FILM PRODUCTION: DUAL PERSPECTIVE

10.6220/joq.202108_28(4).0002

劉春初(Chun-Chu Liu)；陳竹正(Jwu-Jenq Chen)

無人機 ； 空中攝影 ； 服務品質 ； 網路分析程序法 ； UAV ； aerial photography ； service quality ； analytic network process

品質學報

28卷4期（2021 / 08 / 30）

231 - 251

繁體中文

近年來無人機空拍剪輯之應用十分普及，然而其服務品質評估指標與權重的分析為研究缺口；本研究以服務品質（service quality, SERVQUAL）量表為基礎，透過網路分析程序法，分別由空拍專家和消費者進行問卷調查以分析權重、排序並探討其差異，結果呈現雙元觀點都以「成員之專業知識與公司支持足以勝任工作」之指標為最高權重，但消費者對無人機安全之意識較低，服務提供者必需以安全為首並關照顧客之需求。

In recent years, the service of film production by unmanned aircraft vehicle (UAV) is very popular. However, the analysis of the index of services quality and the weight of index is research gap. Based on the service quality (SERVQUAL) questionnaire, this study analysis the index, weight and ranking of UAV file production by analytic network process (ANP) from dual perspective: experts and consumptions, and then compare the differences between them. This study discovers that the most important index of UAV file production is ＂the professional knowledge of the members and the support of the company are sufficient for the project.＂ But the awareness of safety from consumer is insufficient. Therefore, the service provider of UAV film production must take care of the safety and the requirements from customer at the same time.

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