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E96023
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014
飛航體驗管理:資訊性服務項目之品質調查
Managing the Air Travel Experience: An investigation for the Quality of Informative Service Setting Items from Travelers\' Perspectives
1.林欣儀
1.Shin-yi Lin
1.中國文化大學觀光事業學系(所)
1.Graduate School of Tourism Management, Chinese Culture University
001,002,003,004
1.中國文化大學觀光事業學系(所)
1.Graduate School of Tourism Management, Chinese Culture University
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):2007-08-01
A.14 計畫執行期間(訖):2008-07-31
2008-04-012008-09-30
A.16 收到日期:2008-11-05
2
曾至國外旅遊之國際觀光客

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159


159
007
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C.2 聯絡日期:2008-11-06
2
1.中國文化大學觀光事業學系(所)
1.Graduate School of Tourism Management, Chinese Culture University
1
C.7 資料公開日期:2010-08-01
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008
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001,006
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1.服務品質
2.服務體驗
3.國際機場
4.資訊性服務項目
1.Informative Service Setting Items
2.International Airport
3.IPA Model
4.Service Performance
 近年來,因消費性收入與休閒時數的增加、及政局的穩定度提升使得觀光服務業得以蓬勃發展。繼而,航空服務業的競爭也因而快速成長。本研究主要探討: (1) 航空公司及航空站所提供的資訊性服務項目將如何衝擊旅客之飛航體驗;(2) 目前航空公司及航空站所提供的資訊性服務項目其各自之重要性及服務品質成效。然網路調查之填答率不甚理想,故延長網路調查之時限已達到較合理之有效樣本 數。 本研究結果顯示,超過90% 的國際觀光客表示(Mean=4.65)國際機場提供資訊性服務項目可以大幅提升國際機場的服務品質;且超過80% 的國際觀光客表示,國際機場提供資訊性服務項目會正向影響觀光客對目的地國家之第一映象(Mean=4.51),及整體旅遊體驗之滿意度 (Mean=4.65)。亦因如此,航空服務業要有效地操作及推展愉悅服務的體驗;是急需整合旅客本身對於服務的體驗與認知。

Airport are key economic factors in the cities and regions which they serve. In fact, significant growth in the hospitality industry in recent decades has been fueled by increases in disposable income, leisure time, and political stability. Consequently, the air travel and airlines industry have grown both larger and more competitive. Thus, this study will examine discusses the airports attributes of Informative Services Setting Items (ISSI) that can impact customers’ air-travel experience, determine the importance and performance of the existing self-serve ISSI as perceived by air-travelers. Our goal is to derive an integrated and unbiased customer-and-operator-based airport quality performance. However, the length of posting online survey was prolong in order to collect reasonable sample size. This study discovered that more than 90% of international travelers (Mean=4.65) seriously consider that international airport provide ISSI can increase service quality. Furthermore, over 80% of international travelers reported that international airports provide ISSI can fairly increase travelers’ first impression of a foreign destination (Mean=4.51), and overall travel satisfaction level (Mean=4.51). As more organizations become global, engineering and marketing pleasurable experiences requires an important integration of customer experience.

D.16 完成檢誤日期:2010-10-25
D.17 預定釋出日期:2011-01-21
D.18 初次釋出日期:2011-01-21
D.19_1 最新版釋出日期:2011-01-21
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10.6141/TW-SRDA-E96023-1
http://efenci.srda.sinica.edu.tw/webview/index.jsp?object=http://efenci.srda.sinica.edu.tw:80/obj/fStudy/E96023
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