頁籤選單縮合
題 名 | 旅行業者對航空公司服務品質意象認知之研究=The Study of the Perceived Service Quality of the Airlines by Travel Agencies |
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作 者 | 蔡桂妙; | 書刊名 | 高雄應用科技大學學報 |
卷 期 | 31 2001.12[民90.12] |
頁 次 | 頁251-272 |
分類號 | 992.5、992.5 |
關鍵詞 | 服務品質; 航空公司; 旅行業; Service quality; Airlines; Travel agencies; |
語 文 | 中文(Chinese) |
中文摘要 | 旅行社為航空票務銷售通路中重要之一環,多數旅客因參加旅行團而搭乘行程中排定的班機,或透過票務代理旅行社的訂位與購票而成為航空公司的乘客,因此本研究主要探討旅行業界對航空公司服務品質的意象認知等問題。本研究採問卷調查法,資料分析主要採用描述性統計、頻率統計、T檢定、單因子變異數分析、LSD事後檢驗。研究結果顯式:1.旅行業界相當重視航空公司各項服務品質要素,尤其飛安及事件處理相關屬性之要素。2.旅行業界對航空公司各項服務品質要素滿意度並不高,顯示航空公司對各項服務品質要素仍有待改善。3.旅行業界對各航空公司服務品質要素的整體滿意分數皆未達滿意的指標,依序為華航(3.53)、國泰(3.52)、新航(3.49)、西北(3.48)、亞航(3.47)、長榮(3.41)、泰航(3.34)及馬航(3.33)。4.航空公司服務品質要素重要性認知分數與滿意度認知分數之間,除「航空公司所屬國籍」一項外,確實存在差異,且滿意度認知分數皆較低於重要性認知分數。5.全體航空公司服務品質水準並未隨著旅行業界的重視程度而呈現正向反應,且各家航空公司的表現亦未達旅行業界的期望水準,尤其班機故障及意外率、飛航事故處理態度、危機處理能力等,是航空業界應積極改善的首要重點。6.票務代理角色影響部分從業人員對代理之航空公司服務品質認知之差距值,亞航的票務代理角色顯著影響其從業人員對亞航的服務品質認知差距值,票務代理從業人員的服務品質認知差距平均值顯著小於非票務代理從業人員。7.部份個人的社會經濟背景顯著影響受訪者對航空公司之服務品質要素認知差距值,女性、較高年齡層、較高入行或職位年資的旅行業從業人員,對部分航空公司服務品質要素差距水準呈現出較低評價的看法。 |
英文摘要 | Travel agency is one of the most important outlets for airline tickets. Most of the people happen to become the customers of an airline because they join a tour and take the scheduled planes or book and buy the tickets though ravel agencies. Therefore, the purpose of the study is to explore the perceived service quality and pertinent issues of the airlines by travel agencies. The data was colleted by questionnaire and analyzed using descriptive statistics such as frequency and mean, T test , One-way Anova, and LDS. The major results are as follows: 1. The travel agencies think highly of every service quality factor of the airlines, especially those factor related to the flying safety and accident handling. 2. The perceived satisfaction scores of the service quality factors of the airlines by travel agencies are low. This means that the airlines need to improve most of the service quality factors. 3. All the perceived satisfaction scores of the integrated service quality factors of every airline didn’t reach the satisfactory level (4). The airlines in descending order according to the score are CI (3.53)、CX(3.52)、SQ(3.49)、NW(3.48)、EG(3.47)、BR(3.41)、TG(3.34) and MH(3.33). 4. Except the nationality of the airlines, there exists significant difference between the perceived importance and satisfaction of the service quality of the airlines. In addition, the perceived satisfaction is lower than importance for every service quality factor. 5.Generally speaking, the service quality of the airlines didn’t have the positive response to the perceived importance of the travel agencies and it didn’t meet the expectation of the travel agencies too. The rate of breakdown and accident, attitude of accident handling, and crisis handling are some of those need to be improved by airlines in priority. 6.The role as a ticket consignee affects some employees’ perceived service quality to those airlines they represent. For example, the received service quality score of the Japan Asia Airline for the employees of its consignee is significantly lower than that for other practitioners. 7.Some economic social variables significantly affect the subjects’ perception toward service quality of the airlines. Female, older or those subjects with more seniority in travel business or same position had lower perception to service quality of the airlines. |
本系統中英文摘要資訊取自各篇刊載內容。