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論文中文名稱:商務旅客對於桃園國際機場的服務品質滿意度探討 [以論文名稱查詢館藏系統]
論文英文名稱:Exploring the Service Quality of Taoyuan International Airport – from Business Travelers’ Perspective [以論文名稱查詢館藏系統]
院校名稱:臺北科技大學
學院名稱:管理學院
系所名稱:工業工程與管理系EMBA班
畢業學年度:105
畢業學期:第二學期
出版年度:106
中文姓名:石大為
英文姓名:SHIH, TA-WEI
研究生學號:104c21512
學位類別:碩士
語文別:中文
論文頁數:64
指導教授中文名:劉建浩
口試委員中文名:劉建浩;葉文健;尹相隆;車振華
中文關鍵詞:機場服務品質重要性-滿意度分析商務旅客
英文關鍵詞:AirportService qualityIPABusiness traveler
論文中文摘要:近年來桃園國際機場股份有限公司在維護「國家大門」的形象壓力之下,積極的尋求各種不同的方式以提升服務品質。本研究針對商務旅客對桃園國際機場服務品質的滿意度進行探討,利用網路問卷的方式,以重要度-滿意度分析 (Importance-Performance Analysis, IPA)作為分析工具,對於「場站設施」、「機場服務」、「旅客資訊服務」和「交通運輸」等四個面向進行分析。而據研究結論指出,桃園國際機場近年來致力於硬體設施之改善已達一定之成效,對於開放空間所提供的整潔與舒適程度亦獲得受訪者之肯定,且對於機場內之相關資訊、廣播以及對外公共運輸工具皆感覺滿意。但是商務旅客覺得報到等候與行李等待時間過長,對於機場外圍之交通標誌、導引的準確及完整度感覺困擾,以及自行開車的旅客對於停車位之需求無法滿足,且周邊交通秩序欠佳,是受訪者認為尚待加強的地方。期望本研究能給予桃園國際機場股份有限公司,以及在桃園國際機場營運的航空公司暨免稅商店和餐飲、食品等零售業者,得以改善或鼓勵。
論文英文摘要:Under the pressure of maintaining the image of "National Gate", Taoyuan International Airport Corporation is actively seeking a variety of ways to improve service quality in recent years. This paper utilizes Internet Questionnaire and the "Importance-Performance Analysis (IPA)" method to discuss the satisfaction degree of business travelers, covering scopes of "Station Facilities", "Airport Services", "Visitor Information Services" and "Transportations" of Taoyuan International Airport. The research concluded that Taoyuan International Airport committed to the improvement of hardware facilities in recent years has reached a certain effect, such as cleanliness and comfort in open space, the relevant information and broadcasting within terminals, and the public transportations have received affirmation from respondents. But the business travelers feel that waiting time for check-in and in baggage claim are too long, the traffic signs and guidance around the airport are not so clear and sometimes can get confuse, not enough parking spaces for self-driving passengers, as well as the airport surrounding traffic not in order, are the areas that should be strengthened. Based on the findings of the study, it is expected to advise Taoyuan International Airport Corporation, airlines, duty free shops as well as food and other retailers operating in Taoyuan International Airport to improve their service quality, or encourage them to maintain satisfactory service standards.
論文目次:目 錄

摘 要 i
ABSTRACT iii
目 錄 v
表目錄 vii
圖目錄 viii
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機與目的 2
1.3 研究限制與範圍 3
1.4 研究內容與流程 3
第二章 文獻探討 6
2.1 機場相關介紹 6
2.1.1 國際機場及航站大廈的定義 6
2.1.2 桃園國際機場現況 7
2.2 服務品質相關文獻 12
2.2.1 服務品質之定義及特性 12
2.2.2 服務品質之概念模式 14
2.2.3 機場之服務品質相關文獻 17
2.2.4 服務品質衡量方法 21
2.2.5 重要度–滿意度分析法相關文獻 22
2.2.6 商務旅客的定義 23
第三章 研究方法 25
3.1 研究架構 25
3.2 問卷設計 26
3.2.1 問卷設計與結構 26
3.2.2 調查方法 26
3.2.3 問卷回收 27
3.2.4 問卷統計與分析 27
3.3 問卷分析方法 28
3.3.1 描述性統計 (Descriptive Statistics) 28
3.3.2 資料分析方法 28
3.3.3 重要度–滿意度分析法 (Importance-Performance Analysis, IPA) 28
第四章 實證分析 30
4.1 調查基本資料 30
4.2 IPA分析結果 31
4.2.1 場站設施方面 31
4.2.2 機場服務方面 33
4.2.3 旅客資訊服務方面 36
4.2.4 交通運輸方面 37
第五章 管理意涵與結論 40
5.1 服務品質改善建議 40
5.1.1 研究限制 40
5.1.2 研究結論 41
5.2 未來研究方向 42
參考文獻 43
中文參考文獻 43
英文參考文獻 43
附錄 47
問卷 47
受訪者基本資料 54
服務品質重要性程度 55
服務品質滿意性程度 60
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