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題 名 | 臺中航空站「兩岸航線」服務滿意度之研究=A Study on Service Satisfaction of the Cross-Strait Flight Routes between Taichung and the Mainland China |
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作 者 | 凌鳳儀; 蔡世昌; 李家蓁; | 書刊名 | 中華科技大學學報 |
卷 期 | 42 2010.01[民99.01] |
頁 次 | 頁287-314 |
分類號 | 557.9 |
關鍵詞 | 航空站; 直航; 小三通; 服務品質; 顧客滿意; Airport; Direct flights; Mini Three Links; Service quality; Customers' satisfaction; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究主要在探討台中航空站「兩岸航線」旅客對於「航線」及「航空站」之服務的滿意情形,研究結果發現,受訪旅客對「直航」、「香港中轉」及「小三通」等航線之「機票購買」、「航點及航班服務」及「航空公司員工服務」各服務屬性的滿意程度均介於不滿意至滿意之間;在航線服務滿意複迴歸分析中,「航點及航班服務」及「航空公司員工服務」等二個服務構面滿意度對「直航」、「香港中轉」及「小三通」之整體航線服務滿意度具有顯著的正向影響關係。受訪旅客對航空站之「場站設施」、「機場服務」及「旅客服務資訊」各服務屬性的滿意程度介於不滿意至滿意之間,對「停車及聯外交通」各服務屬性的滿意程度則介於不滿意至普通之間;在航空站服務滿意複迴歸分析中,「場站設施」、「機場服務」、「旅客服務資訊」及「停車及聯外交通」等四個服務構面滿意度對整體航空站服務滿意度具有顯著的正向影響關係。 |
英文摘要 | This study is to examine customers' satisfaction with the services along the "routes" and "airport" of the cross-strait routes between Taichung and the Mainland. The result indicates that customers' satisfaction with the service attributes of "ticket purchasing", "destinations and flight services" and "services of airlines' staff" of "direct flights", "flights via Hong Kong" and "Mini Three Links" falls roughly midway between "dissatisfied" and "satisfied". Findings from the multiple regression analysis reveal that the satisfaction level of "destinations and flight services" and "services of airlines' staff" has a significant and positive impact on the entire service satisfaction of all types of the cross-strait routes. Customers' satisfaction with the service attributes of "airport facilities", "airport service" and "customer service information" also falls roughly midway between "dissatisfied" and "satisfied", but the satisfaction level of the service attributes of "parking and outgoing transport" falls roughly midway between "dissatisfied" and "neutral". The multiple regression analysis indicates that the satisfaction level of "airport facilities", "airport service", "customer service information" and "parking and outgoing transport" has a significant and positive impact on the entire service satisfaction of the airport. |
本系統中英文摘要資訊取自各篇刊載內容。