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題名:國籍航空公司服務環境與旅客滿意度之前測調查
作者:顏家誠、邵珮琪
會議名稱:2019長榮大學海空運論文研討會
發表頁數:pp.99-122
發表地點:長榮大學
發表年份:2019
發表月份:03
摘要:良好的服務環境及人員服務品質,是服務流程中不可缺少的部份,能使顧客感到滿意而留下正面的印象。本文以國籍航空公司服務環境為研究對象,並加入航空公司地勤運務員與客艙組員服務流程,藉以了解服務環境與服務傳遞之間因素關係和影響,並希望藉此提供航空公司作為往後改善服務環境和提高旅客滿意度之參考。本研究以專家學者之問卷調查而產出前測結果,以作為後續旅客問卷調查而鋪陳。 從本研究之前測問卷調查分析顯示「客艙組員服務傳遞」和「客艙服務環境」為旅客最重視的部分,推論是因為其為旅客享受和接觸航空公司所提供服務環境體驗最長之地方。本研究將進行後續問卷調查,並將比對前測結果,以綜整提供改善和提升服務環境之建議。 Airline service environment and personnel service quality are indispensable roles to satisfy customers and leave good impression. This paper studies the service environment and quality of airlines in Taiwan. This study adds on ground staff and cabin crew service procedure to investigate the correlation and impact of service environment and service delivery. This leads an important reference to improve service environment of airlines and elevate customer satisfactory. This study applies expertise questionnaire to obtain pretest result as a basis for further customer questionnaires. The pretest questionnaire analysis appears that “Cabin Crew Service Delivery” and “Cabin Service Environment” are the most highly accounted by customers. By inference, this is because the customers accommodate and enjoy most time in service provide in experience the service environment. The latter questionnaire investigation will be progressed. The comparison to the pretest results will conclude an overall suggestion to improve airlines service and environment.
關鍵字:服務環境, 服務流程, 服務傳遞, 旅客滿意度, 前測問卷調查
英文關鍵字:Service Environment, Service Procedure, Service Delivery, Customer Satisfaction, Pretest Questionnaire Investigation
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Mail:pcshao@mail.cjcu.edu.tw