行李託運作業安全核心風險因素之研究-高雄機場為例

Core Risk Factors of Baggage Handling Operations in Kaohsiung International Airport

楊雅玲(Ya-Ling Yang)；徐文華(Wen-Hwa Shyu)；周明道(Ming-Tao Chou)

行李託運作業 ； 核心風險因素 ； 決策實驗室法 ； Baggage Handling Operation ； Core Risk Factor ； Decision Making Trial and Evaluation Laboratory (DEMATEL)

航空安全及管理季刊

3卷1期（2016 / 01 / 01）

1 - 22

繁體中文

近年來，航空市場不斷成長，大幅提升台灣的航空運量。航空運送人承擔將乘客及乘客的行李安全送達目的地之責任。機場之行李託運作業安全攸關著行李能否順利送達的重要環節。機場之行李託運的意外事故，導致旅客滿意度的降低，航空公司應重視並加以管理之，以提高機場的服務品質。本文之應用HOLES 理論和DEMATEL 之運算模式，以高雄國際機場為觀察對象，進行行李託運作業安全之核心「風險因素」之評估。在HOLES 理論架構下，本研究現場勘查高雄國際機場行李託運作業過程，並且進行文獻蒐集與分析，輔以專家學者訪談，辨識出行李託運作業之五大構面及十二項「風險因素」。而後，利用DEMATEL 之運算模式並配合問卷調查進行實證分析。研究結果顯示高雄國際機場行李託運作業安全之核心風險因素，包括各項作業及安全程序制定、場區安全設備狀況、裝卸機具狀況、自然環境狀況、空間限制、薪資待遇與獎懲制度之公平性等六項因素。最後，本研究針對六項核心風險因素對航空公司和地勤服務業者提出風險控制策略及風險理財策略建議。

The amount of baggage handling operations increased quickly with the increasing air traffic in Taiwan. The satisfaction level of passengers will be greatly affected due to the loss and damage of baggage. Airport operators and airline companies should pay attentions to improve baggage handling operations. Therefore, to locate the core risk factors in baggage handling operations is important for the improvement planning design. HOLES theory and decision making trial and evaluation laboratory (DEMATEL) method were used in the search of core risk factors. With the observations of the baggage handling operations in Kaohsiung International Airport, literature reviews and expert discussions, we constructed a HOLES structured questionnaire with five aspects and twelve risk factors. We applied DEMATEL method to analyze questionnaires. We obtained six core risk factors; they are (1) the setup of operation and safety procedures, (2) airport safety equipment, (3) loading/unloading equipment, (4) natural environment, (5) loading space limitation, and (6) salary and fairness in the system of reward and punishment. At the end, we proposed several recommendations in risk control and risk financing strategies.

1. Boksberger, P. E.,Bieger, T.,Laesser, C.(2007).Multidimensional analysis of perceived risk in commercial air travel.Journal of Air Transport Management,13(2),90-96.
2. Chang, Y. H.,Wang, Y. C.(2010).Significant human risk factors in aircraft maintenance technicians.Safety Science,48(1),54-62.
3. Fabiano, B.,Currò, F.,Reverberi, A. P.(2010).Port safety and the container revolution: a statistical study on human factor and occupational accidents over the long period.Safety Science,48(8),980-990.
4. Fontela, E.,Gabus, A.(1976).The DEMATEL observe.Battelle Institute, Geneva Research Center.
5. Gabus, A.,Fontela, E.(1972).World problems an invitation to further thought within the framework of DEMATEL.Switzerland Geneva:Battelle Geneva Research Centre.
6. Gordon, R.,Flin, R.,Mearns, K.(2005).Designing and evaluating a human factors investigation tool (HFIT) for accident analysis.Safety Science,43(3),147-171.
7. Greene, M.,Serbein, O. N.(1983).Risk management: Text and cases.Reston, Va.:Reston Pub. Co..
8. Henning, J. B.,Stufft, C. J.,Payne, S. C.(2009).The influence of individual differences on organizational safety attitudes.Safety Science,47(3),337-345.
9. Hetherington, C.,Flin, R.,Mearns, K.(2006).Safety in shipping: the human element.The Journal of Safety Research,37(4),401-411.
10. Hu, H. Y.,Chiu, S. I.,Cheng, C. C.(2011).Applying the IPA and DEMATEL models to improve the order-winner criteria: A case study of Taiwan's network communication equipment manufacturing industry.Expert Systems with Applications,38(8),9674-9683.
11. Niu, S.(2010).Ergonomics and occupational safety and health: an ILO perspective.Applied Ergonomics,41(6),744-753.
12. Rejda, G.(2007).Principles of risk management and insurance.Boston, MA.:Addison Wesley.
13. Shien, J. I.,Wu, H. H.,Huang, K. K.(2010).A DEMATEL method in identifying key success factors of hospital service quality.Knowledge-Based Systems,23(3),277-282.
14. Tzeng, G. H.,Chiang, C. H.,Li, C. W.(2007).Evaluating intertwined effects in e-learning programs: a novel hybrid MCDM model based on factor analysis and DEMATEL.Expert System with Applications,32(4),1028-1044.
15. Wang, C. H.,Liu, Y. J.(2012).Omnidirectional safety culture analysis and discussion for railway industry.Safety Science,50(5),1196-1204.
16. Wiegmann, D. A.,Zhang, H.,von Thaden, T. L.,Sharma, G.,Mitchell, A. A.(2002).University of Illinois Aviation Research Lab Technical ReportUniversity of Illinois Aviation Research Lab Technical Report,未出版
17. Yang, Y. L.,Ding, J. F.,Chiu, C. C.,Shyu, W. H.,Tseng, W. J.,Chou, M. T.(2014).Core risk factors influencing safe handling operations for container terminals at Kaohsiung port.Journal of Engineering for the Maritime Environment
18. Young, P. C.,Tippins, S. C.(2001).Managing business risk.New York:American Management Association.
19. Yränheikki, E.,Savolainen, H.(2000).Occupational safety and health in Finland.Journal Safety Research,31(4),177-183.
20. 王正昌(2012)。碩士論文(碩士論文)。高雄餐旅大學旅遊管理研究所在職專班。
21. 宋明哲(2012)。風險管理新論：全方位與整合。台北:五南圖書。
22. 凌氤寶、康裕民、陳森松(2008)。保險學理論與實務。台北:華泰文化事業股份有限公司。
23. 葛曉月、賴俊男(2006)。台中港碼頭工人裝卸作業安全之探討。工業安全衛生月刊，207，38-47。
24. 鄭燦堂(2004)。風險管理─理論與實務。五南圖書出版股份有限公司。
25. 鄧家駒(2005)。風險管理。台北:華泰文化事業股份有限公司。
26. 賴麗華編譯(2000)。風險管理。台北:台灣西書出版社。

1. 劉仲矩,秦鈺涵(2021)。以決策實驗室分析法探討智慧公車服務影響因素之研究。管理資訊計算，10(1)，60-69。
2. 劉仲矩,楊易睿(2022)。人工語音智能阻礙使用之因素研究－使用決策實驗室分析法。管理資訊計算，11(1)，128-137。
3. 羅仕京,徐志銘(2017)。以決策實驗室分析法分析半導體附屬設備之包裝運送及安全防護之研究－以M公司為例。工業安全衛生，340，50-68。