Dissertations / Theses on the topic 'Airport service quality'
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1
Tam, Mei Ling. "Evaluating the demand and service quality of ground access modes and terminal facilities of Hong Kong International Airport." online access from Digital Dissertation Consortium, 2006. http://libweb.cityu.edu.hk/cgi-bin/er/db/ddcdiss.pl?3252560.
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Farmahini, Farahani Aliakbar, and Emil Törmä. "Assessment of customers' service quality expectations : Testing the 'Hierarchical Structure for Airport Service Quality Expectations' in a Swedish context." Thesis, Umeå University, Umeå School of Business, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-35043.
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The ‘Hierarchical structure for airport service quality expectations’ model originally comes from theory of service quality assessment and was created by Fodness and Murray in 2007 after a study at six U.S. airports. It reveals the most important factors that comprise service quality. This thesis tested the model in a Swedish context with an empirical study among passengers at two Swedish airports; Arlanda and Umeå. With the help of literature, the empirical study, and reasoning, the original model has been modified by the authors of this thesis. There are minor modifications but the three main factors remain as they were in the original model, namely function, interaction, and diversion.
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Heung, Che-shing Vincent. "A study of visitors' evaluation of airport restaurant service quality in Hong Kong /." Hong Kong : University of Hong Kong, 1999. http://sunzi.lib.hku.hk/hkuto/record.jsp?B2108015X.
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Lei, Ka Lin. "Frontline employees' perception of service quality climate : the case of an airport ground handling service company." Thesis, University of Macau, 2003. http://umaclib3.umac.mo/record=b1636742.
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Heung, Che-shing Vincent, and 香志成. "A study of visitors' evaluation of airport restaurant service quality in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1999. http://hub.hku.hk/bib/B31238580.
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Wiredja, Dedy. "Assessment of airport service performance: A passenger-centred model." Thesis, Queensland University of Technology, 2017. https://eprints.qut.edu.au/112171/1/Dedy_Wiredja_Thesis.pdf.
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Inspired by the need to assess airport performance based on the complete passenger experience, this thesis outcome, the Airport Indicators of Passenger Experience (AIPEX) Model provides a novel approach to assessing airport services. To investigate the passenger-centred role at airports, a previous conceptual model of airport service performance was thoroughly examined using quantitative and qualitative mixed-methods. The refined model, the AIPEX Model, provides a more integrated and robust approach to assessing service performance than previously available. This passenger-driven model will support design of passenger-centred airports, and the translation of passenger needs and perceptions into improved services.
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Almuharib, Tariq Mohammed. "Service quality improvement through lean management at King Khalid International Airport in Saudi Arabia." Thesis, University of Plymouth, 2014. http://hdl.handle.net/10026.1/3137.
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This thesis aims at investigating the level of service at departure area of KKIA. The study further measures the perceived quality of service and passenger satisfaction in term of tangibles, reliability, responsiveness, assurance and empathy by using five steps of lean six sigma (Define, Measure, Analyse, Improve and Control). The study aims to implement and evaluate the effectiveness of using a lean six-sigma managerial approach to the departure area of KKIA to enhance the level of service (LOS) and customer satisfaction. The passenger flow through the airport is used to measure the quality of services. Existing studies that discuss lean six-sigma implementation in airports were evaluated. Data was collected about KKIA departure area and its LOS both before and after the lean six-sigma implementation. Additionally, a SERVQUAL questionnaire was used to evaluate pre- and post-implementation review. The questionnaire features easy-to-collect data to measuring the perceived quality of service and evaluate passenger satisfaction with the LOS in KKIA. Before the study concepts of LOS and Lean was unheard within the airport community. Initial evaluation show poor customer service and many delays (waste) within the departure are at KKIA. During the study a growing awareness of Lean and LOS showed improvements in the customers’ experience, e.g, removing the shop at the entrance, improving flow thought the airport. Concluding the study, there was a total reduction in waiting from 54.74 minutes to 34.87 minutes (35.7% reduction). Also the LOS on the IATA Performance Standard went from E (Inadequate) to C (Good). This is improvement, excellent but without continuous improvements the Airport’s LOS will reduce back as passenger numbers grow from 16 million passengers per year (up from 9.8 million in 2004), to an expected 25 million by 2025. Interesting different cultural approaches to lean management became evident during the study when compared to other implementations in Europe to the Middle East. Cultural difference will always affected the reliability of the results. However, by considering these cultural effects in answering questions and interviews, the lean implementation was still successful. As culture changes are ongoing, evaluation of the situation at KKIA is required for ongoing improvements. Best-practice for the continued improvement of ongoing lean management is suggested for the departure area at KKIA. These key strategies and best-practice approaches are useful to future implementations at other airports.
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Kaduoka, Carlos Yoshihiro. "The assessment of the relationship between information technology (IT) and airport performance." Thesis, Cranfield University, 2016. http://dspace.lib.cranfield.ac.uk/handle/1826/12382.
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The evolution of the airport business is demonstrated by airports that are adopting
new business strategies and commercial models, which allow them to be, for
example, service providers instead of real-estate managers, with the focus on
cost reduction and increasing non-aeronautical (commercial) revenues.
Information technology (IT) can be used by airports to achieve their business
goals, such as enhancing performance by delivering cost reductions and
generating additional revenue streams.
Airports operate in an increasingly competitive and dynamic market, with the aim
of attracting a larger share of hub traffic from neighbouring airports. Therefore,
financial and operational performance will be key elements for airlines when
choosing a new airport destination.
The research shows that airports are more focused on passenger satisfaction,
resulting in airport performance indicators that have the passenger at its
operational core and performance targets (e.g. Airport Service Quality passenger
satisfaction survey). IT plays an important role in increasing airport performance
through the automation of processes such as the deployment of common-use
check-in desks and self-service check-in kiosks. Studies of other industries have
shown evidence that IT impacts firm performance, but there have been few
studies related to the airport industry.
Thus, the aim of this research is to assess the relationship between IT and airport
performance, and it proposes a conceptual framework to assess the relationship
between IT and airport performance by drawing from studies in other industries.
Two methodologies were used in this research, the first one was the case study,
and the second one was the online survey. The case studies consisted of 16 faceto-
face interviews with senior staff representing two airports in Asia, one airport
in Australia, and one airport in Europe. The case studies result show that there is
a relationship between IT and airport performance ... [cont.].
9
Ho, Estela Maria. "The roles and functions of information, communication and entertainment (ICE) in the service quality of an airport." Thesis, University of Macau, 2005. http://umaclib3.umac.mo/record=b1636648.
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Bubalo, Branko [Verfasser]. "Airport Capacity and Performance in Europe - A study of transport economics, service quality and sustainability / Branko Bubalo." Hamburg : Universität Hamburg, 2021. http://d-nb.info/1226654940/34.
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Molchanova, K. M., D. A. Soloviova, К. М. Молчанова, and Д. А. Соловйова. "Biometric technologies at airports." Thesis, Національний авіаційний університет, 2022. https://er.nau.edu.ua/handle/NAU/54801.
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An overview of modern biometric technologies implemented in airports around the world. Determination of advantages and disadvantages of using human biometric data for border control. Comparison of service quality before and after the introduction of biometrics. Identification of risks and security guarantees.Огляд сучасних біометричних технологій, впроваджених в аеропортах по всьому світу. Визначення переваг та недоліків використання біометричних даних людини для прикордонного контролю. Порівняння якості послуг до та після впровадження біометричних даних. Визначення ризиків і гарантії безпеки.
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Botero, Pérez Cindy. "Avaliação da qualidade dos serviços aeroportuários considerando a perspectiva das Companhias Aéreas." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2016. http://hdl.handle.net/10183/156496.
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Este trabalho tem como objetivo principal a avaliação de qualidade dos serviços aeroportuários considerando a perspectiva das Companhias Aéreas. Para tanto, o trabalho visa: (i) propor um modelo baseado em atributos de qualidade para os serviços prestados pelos gestores dos aeroportos às Companhias Aéreas; (ii) realizar a implementação desse Modelo para a avaliação da qualidade de ditos serviços; e (iii) avaliar a qualidade dos serviços oferecidos tanto para passageiros quanto para Companhias Aéreas. Assim, dois Modelos são propostos e aplicados, o primeiro com foco em Companhias Aéreas e o segundo que integra as perspectivas delas e dos passageiros, com relação aos serviços comuns. A construção dos Modelos foi baseada na revisão da literatura e no conhecimento de especialistas dos setores de aeroportos e serviços. A implementação dos modelos foi realizada em dois Aeroportos da América do Sul, um no Brasil e outro na Colômbia, abrangendo os pontos de vista dos atores: Gestores de Aeroporto, Companhias Aéreas e passageiros. Assim, foi possível analisar os aspectos que esses atores valorizam, sua percepção sobre a qualidade e, ainda, proceder a uma análise de gaps. A inclusão do ponto de vista das Companhias Aéreas na avaliação da qualidade dos aeroportos representa uma contribuição à literatura, devido à pouca quantidade de trabalhos sobre o assunto e a importância dos aeroportos atenderem esses clientes. Na prática, os modelos apresentados podem ser usados pelos gestores dos aeroportos como ferramentas para a avaliação de seus serviços, análise do conflito de interesses, integração das perspectivas de passageiros e Companhias Aéreas, e identificação de oportunidades de melhoria.This paper aims to evaluate the quality of airport services considering the Airlines perspective. Thus, this paper intends to: (i) propose a Quality Attributes-based model for services provided by the Airport operator to airlines; (ii) implement a model for the quality evaluation of those services; and (iii) evaluate the quality of the services provided to passengers and airlines. Two models were proposed and implemented, the first had a focus on airlines and the second integrated the perspectives of airlines and passengers in respect of common services. The models were built based in the literature review and the knowledge of airport and services experts. The implementation of these models was done in two South America airports, one in Brazil and other in Colombia, comprising the point of view of airport managers, airlines and passengers. Consequently, it was possible to analyze the items they value, their perception about quality attributes and also to conduct a Gaps analysis. The inclusion of airline’s point of view in the airport quality assessment represents a contribution to the literature, due to the small amount of papers on the subject and the relevance of these clients. In practice, the proposed models can be used by airport managers for assessing their services, analyzing the conflict interests and the integration between the passengers and airlines perspectives; and identifying opportunities for improvement.
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Torres, Cristina da Silva. "Modelo de avaliação da qualidade e priorização de investimentos em serviços aeroportuários." reponame:Biblioteca Digital de Teses e Dissertações da UFRGS, 2015. http://hdl.handle.net/10183/134944.
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O presente trabalho tem como objetivo principal o desenvolvimento de estruturas que contribuam para avaliação do alinhamento entre percepções de qualidade e planejamento de investimentos que impactem na melhoria da qualidade dos serviços aeroportuários prestados aos passageiros. Para tanto, o trabalho se propõe: (i) realizar o levantamento na literatura dos atributos de qualidade que afetam aos passageiros nos terminais; (ii) criar uma estrutura para avaliação de qualidade em serviços aeroportuários; (iii) hierarquizar atributos de qualidade; (iv) avaliar a qualidade percebida de atributos de qualidade; (v) analisar de gaps de importância atribuída e qualidade percebida, nas percepções de passageiros e gestores; (vi) verificar as relações entre investimentos e atributos de qualidade; e (vii) avaliar o impacto dos investimentos na qualidade percebida por passageiros. Entre as principais contribuições desta dissertação, está a proposição de três estruturas: (i) estrutura para avaliação da qualidade em serviços aeroportuários; (ii) estrutura para análise de gaps de qualidade em serviços aeroportuários; e (iii) uma estrutura para avaliação do impacto dos investimentos na qualidade percebida por passageiros. Utilizando o método proposto, os gestores dos aeroportos podem realizar diagnósticos, verificar oportunidades de melhoria e priorizar a alocação de recursos em planos de investimentos futuros. Além disso, as estruturas propostas nos capítulos deste trabalho podem auxiliar os profissionais aeroportuários a direcionar esforços e políticas estratégicas para atributos importantes e com baixa qualidade percebida pelos passageiros. As características diferenciadoras e específicas dos serviços aeroportuários são consideradas nas pesquisas desenvolvidas, uma vez que foram validadas por especialistas do setor.This study's main objective is to develop frameworks for contribute to assess the alignment between quality perceptions and investment planning, that impact on improving airport services quality, provided to passengers. Thus, this study proposes: (i) a literature survey of quality attributes that affect passengers in the terminals; (ii) to create a framework for quality assessment in airport services; (iii) prioritize quality attributes; (iv) evaluate quality perceived of quality attributes; (v) analyze gaps of prioritization and perceived quality, on the perceptions of passengers and managers; (vi) verify the relationship between investments and quality attributes; and (vii) evaluate the impact of investments in the quality perceived by passengers. Among the main contributions of this study is the proposition of three frameworks: (i) framework for the evaluation of quality attributes in airport services; (ii) quality gaps framework in airport services; and (iii) framework for evaluate the impact of investments in the quality perceived by passengers. Using the proposed method, airport managers can perform diagnostics, check opportunities for improvement and prioritize the allocation of future investment plans resources. In addition, the proposed frameworks in the chapters of this work can contribute to a structured model for analyse the alignment between perceived quality assessment and planning of airport investiments. This model can help airport managers to direct efforts and strategic policies for important attributes and low quality perceived by passengers. The distinguishing and specific characteristics of the airport services are considered in the research developed, since had been validated by sector experts.
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Simmons, Torrence P. "The regional jet, cancer or cure? A trend analysis detailing the effects of the regional jet on the quality of air service offered at small community airports." Thesis, Monterey, Calif. : Springfield, Va. : Naval Postgraduate School ; Available from National Technical Information Service, 2000. http://handle.dtic.mil/100.2/ADA380917.
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Thesis (M.S. in Management) Naval Postgraduate School, June 2000.Thesis advisor(s): Lewis, Ira A.; Liao, Shu S. "June 2000." Includes bibliographical references (p. 63-64). Also available in print.
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Hsiang, Wang Chia, and 王家祥. "Airport Service Quality- A Case Study of Taipei Songshan Airport." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/8kbu5a.
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碩士開南大學
觀光運輸學院碩士在職專班
102
Due to the effect of the globalization, an airport is no longer just a location where aircrafts take off and land. It has become a center where commercial activities are taking place. Given the circumstances that now the competition is taken up to an international level, how to take advantages of the short distance between the city airport and downtown and resetting the direction of the city airport development to achieve the goal of enhancing the convenience of business traveling has become a very important lesson for “dual airports in one city running mode”. In the year of 2008, Taipei Song Shan Airport officially initiates direct flights between mainland China and Taiwan. And after canceling the restrictions for visitors from mainland, it has gradually turns itself from a domestic airport to a multi-function airport. In recent years, through the air web built by Taipei Song Shan Airport, Shanghai Hongqiao International Airport, Haneda Airport and Gimpo International Airport, the convenience of traveling through out these four north east Asian cities has been taken up to the next level. Along it comes with great business opportunities results in benefiting the development of our economy. Therefore, this study targets Song Shan Airport located in Taipei and investigates how happy the travelers are with the quality of the customer services provided by it, in the hope that it will elevate the quality and the satisfaction of the services. From related studies, this study got the evaluating criteria about the satisfactory levels of customers at the airport. Then, questionnaires were made by asking travelers what are the things that matters to them the most when it comes to good services at the airport. Using the statistics methods and the theory of SERVQUAL, we annalyzed the responses from the survey to make the tests of hypothesis. Correlating with the above mentioned methods, we measure the quality of the services from the passengers’ point of view. We also observed if there is any differences on satisfactory levels of service between Songshang airport employees and the passengers. The hypothetic results of this study show that the services of the passengers’ acknogements, their anticipation and the quality of the airport staff services are highly valued. The employees think that the attitude of the staff is imprtant while the passengers believe that customer complaints are the most important criterion. In addition, this study makes a conclusion and proposals according to its results which should be able to provide to the government and airline coporations as a reference to improve their customer services.
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Jou, Jean-Shien, and 周靜賢. "Research of Airport Service Quality – A Case Study of Taoyuan International Airport." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/8u556e.
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碩士國立臺灣海洋大學
運輸科學系
106
In a globalized environment, the airport is not only the starting point and the end point of air transportation, but also provides convenience facilities for leisure, entertainment, catering, shopping, and multi-functionality and in the prosperity of regional economic and social development. And political stability and other aspects also play an irreplaceable role. Passengers are the main source of airport service revenue, so whether passengers are satisfied with the services provided by the airport should be regarded as an important indicator for assessing the quality of airport services. Therefore, this study uses the narrative statistics to understand the passenger satisfaction of Taoyuan Airport, and then uses the single factor variation analysis to explore the difference in service quality satisfaction between different backgrounds of gender, age, nationality and travel destination. The results show that mainland , American and Canadian travelers are more friendly to Taoyuan Airport. In addition, visitors of different genders are " Availability of baggage carts/trolleys ", " Value for money of restaurant/eating facilities ", " Availability of bank/ATM facilities/money changers ", " Shopping facilities " and " Value for money of shopping facilities " Service facilities such as " Comfort of waiting／gate areas" are significant. Different ages have significant factors in " Waiting time at security inspection ", " Passport／Personal ID inspection ", " Ease of finding your way through airport ", "flight information screens" and " Value for money of shopping facilities ". Airport For business travellers, " Waiting time in check-in queue/line ", " Thoroughness of security staff ", " Waiting time at security inspection ", " Feeling of being safe and secure ", " Availability of bank/ATM facilities/money changers ", " Value for money of shopping facilities ", " Internet/Wi-Fi ", " Availability of washrooms/toilets ", " Comfort of waiting／gate areas ", " Cleanliness of airport terminal ", " Ambience of the airport ", " Overall satisfaction with the airport " and "Speed of baggage delivery service" Satisfaction with 13 factors such as satisfaction degree was more significant than that of non-business travelers.
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Sheng, Ni Yuan, and 倪源勝. "Hybrid MCDM Model for Improving Airport Service Quality." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/74512369931900772098.
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碩士開南大學
商學院碩士在職專班
102
Abstract In this study, we applied new hybrid multiple criteria decision making (MCDM) model. The model comprises decision-making trial and evaluation laboratory (DEMATEL) to explore the interdependent and feedback problems among criteria for building the influential network relation map (INRM), DEMATEL-based ANP (DANP) to find the influential weights, and VlseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR) combining DANP to evaluate and improve the performance matrix of each alternative based on INRM for achieving the greatest airport performances. In this paper we have the following conclusion:the dimension of assurance of international airport services is the major influence which has impact on the tangibility; and the criterion of equipment and comfortable is the critical to the airport service quality. According to the empirical results, we provide the following suggestions to the airport company: To implement a risk management system for criteria safety inspection and automatic e-gate in order to ensure the airport service quality; to establish the overall logistic support management system；and to use the airport service quality evaluation model to prove service quality. Keywords: Airport Service Quality, MCDM, DEMATEL, DANP, VIKOR, aspiration level
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Lin, Shih-Ping, and 林詩萍. "The Service Quality Survey for Taoyuan International Airport." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/76796888355559495689.
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碩士開南大學
空運管理學系
96
International airport is the first spot for the tourists who enter the country. As the living standard be improved a lot nowadays, the needs for people traveling abroad have increased dramatically. The passengers of Taoyuan international airport are selected as respondents in this research. Furthermore, this research focuses on the view of passengers. This research also discusses the satisfaction of tourist toward all of the quality of services, which are provided by Taoyuan international airport. In this research, we utilize the suggestions from passengers who felt unsatisfied toward the service in international airport and we also discuss the concerned issues from passengers. This study implements two times of questionnaire to exam the satisfaction of service. We implement rough set as research method to evaluate the shortcoming of the international airport facility and explore the urgent problems. Therefore, managers of airport can save the cost of yearly budget for international airport and raise the service to best quality; as a result, customer could enjoy the best service in the international airport. According to the result of this research, it shows that the most unsatisfied items are convenient of parking, traffic and management of parking lot. Hence, the managers of airport should try to improve these three unsatisfied items to fulfill the needs of passengers of Taoyuan international airport. In this study, there are four main suggestions can be drawn as follows: 1. privatizes Taoyuan international airport to increase its competitiveness; 2. increases the operation efficiency and service quality in airport; 3. more focus on customer service; 4. upgrades the hardware and software of Taoyuan international airport for direct flights between Taiwan and China in the near future.
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TZU, CHEN YA, and 陳雅姿. "Customs Service Quality Survey for Taoyuan International Airport." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/44861948251193500444.
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碩士開南大學
空運管理學系
97
As the competition of the international airports increases, the Airports Council International (ACI) and Skytrax conducted an evaluation to assess the international airport service quality. The purpose is not only to improve the international airport facilities but also to evaluate the service quality of each airport. The Taiwan Taoyuan International Airport only received a “Three Star” accreditation in this evaluation which indicates that not only the airport facility requires improvement but the airport service quality requires an investigation as well. As a result, this study is aimed at improving the service quality of custom and immigration as well as the service quality image of the Taiwan Taoyuan International Airport with regard to the study of the passenger’s satisfaction on the custom procedure. Based on the PZB Gap Model, this study conducts a survey to assess the passenger’s feeling toward the examiner through the custom procedure according to the SERVQUAL instrument and service attribute. The finding of this study shows that the customer expectation is significantly different with the actual service quality (gap 5). This further indicates that each service attribute requires modification. In addition, this study conducts an Importance-Performance Analysis (IPA) and gives recommendations. It is hoped to provide advices and directions to the National Immigration Agency for improving current service quality of custom procedure.
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Cheng-HengYang and 楊政衡. "Evaluating Service Quality for an International Airport- A Case Study of Taoyuan International Airport." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/68632690186923098122.
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Salvador, Bárbara Morgado. "Relationships among airport service quality, satisfaction, and behavioral intentions : an application on Lisbon Airport." Master's thesis, 2019. http://hdl.handle.net/10400.14/26999.
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By exceeding the 25 million passengers in a year, Lisbon airport entered the ranking of the biggest European airports in 2017. This fact raises new concerns regarding service quality and passengers’ experience. As such, the purpose of this research is to extend the notions of service quality and satisfaction in the context of airport industry taking into account passengers’ behavioral intentions.
In the context of an explanatory study, an online questionnaire was conducted. There were obtained 398 valid answers from passengers who travelled at least once during the last 12 months through the Lisbon airport.
A path analysis was conducted to examine the model linking service quality, passenger satisfaction and behavioral outcomes, while a multivariate analysis determined the effects of a number of sociodemographic and travel characteristics on behavioral intentions - word-of-mouth and revisit intentions.
Results showed that the impact of airport service quality on behavioral intentions is mediate by passengers’ satisfaction. The efficiency and effectiveness of the airport service are the factors that most affect passenger’ satisfaction, and this one has a high positive effect on word-of-mouth intentions. Moreover, there were found relevant differences on behavioral intentions according to passengers’ origin country and travel frequency.
Findings that contribute to existent academic literature on airport industry but have also practical implication for managers of the Lisbon airport are discussed, limitations of the study are noted and possible areas for future research are indicated.Ao ultrapassar os 25 milhões de passageiros num ano, o aeroporto de Lisboa passou a entrar no ranking dos maiores aeroportos europeus em 2017. Este facto suscita preocupações quanto à qualidade do serviço e à experiência dos passageiros. Assim, o objetivo desta dissertação é estender as noções de qualidade de serviço e satisfação no contexto da indústria aeroportuária, considerando as intenções comportamentais dos passageiros. No contexto de um estudo explicativo, foi realizado um questionário online no qual foram obtidas 398 respostas válidas de passageiros que viajaram pelo menos uma vez nos últimos 12 meses pelo aeroporto de Lisboa. Uma análise de trajetórias permitiu examinar o modelo que relaciona qualidade do serviço, satisfação do passageiro e intenções comportamentais, enquanto uma análise multivariada permitiu determinar os efeitos de diferentes características sociodemográficas sobre as intenções comportamentais - word-of-mouth e intenções de revisita. Os resultados provaram que o impacto da qualidade do serviço nas intenções comportamentais é mediado pela satisfação dos passageiros. A eficiência e eficácia do serviço aeroportuário são os fatores que mais afetam a satisfação e, por sua vez, esta última apresenta uma elevada influência nas intenções de word-of-mouth. Foram ainda encontradas diferenças relevantes nas intenções comportamentais em função do país de origem e da frequência de viagem do passageiro. Os resultados que contribuem para a literatura académica existente sobre a indústria aeroportuária e aqueles que tenham implicação prática para os gestores do aeroporto de Lisboa são discutidos, as limitações do estudo são indicadas bem como áreas para futuras pesquisas.
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HUA, FAN CHAO, and 范昭華. "Assessment of Service Quality and Customer Satisfaction for the Airport Ground Handling Services." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/02149322763562073100.
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碩士開南大學
空運管理學系
96
“Service optimization, manpower elitization and enterprise informationization” are the key points of development for the civil aviation sector in the twenty century. For the airline industry that highly focuses on customer satisfaction, planning and management are particularly needed in order to provide excellent service. At present, most of the ground service supporting tasks in major domestic airports are outsourced to professional ground services companies. Therefore, how outsourced ground service contractors meet their customers’ (airline companies) needs and improve service quality are obviously very important. This study takes the first founded professional airport ground service company in the country as the research object. By referring to related documents, collecting the opinions concerned by experts and airlines, it compiles five aspects and develops twenty-two quality assessment items of supporting services, and uses Analytic Hierarchy Process (AHP) to determine the weighs of each index so as to manifest the ground service quality items concerned by airlines. It also refers to the SERVQUAL model, performs airlines customer satisfaction research, examines the difference between customer’s expected ground service quality and cognitive quality. It also measures the performance by using both data, combines the index-connected balanced score card highly valued by airlines with ground services companies’ strategic objectives, fortifies the quality of ground service, and hence improves the airline companies’ satisfaction degree. Since the study object is a long-term and full-scale ground service company, the results are of great value for reference, and can be used as a assessment reference of service quality for other domestic ground services companies when undertaking airport ground services.
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Wu, Yi-Hsuan, and 吳怡萱. "Applying PLS and DANP to improve Airport Service Quality Gaps – A Case of Taoyuan Airport." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/8a2a38.
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碩士淡江大學
運輸管理學系碩士班
102
Airport Service Quality research are most exploring customer performance, less to discuss the service quality perception gaps between Service provider and consumer. To improve the overall airport service quality satisfaction effectively, this study based on PZB Service Quality Gap model, publishing and fill general and expert questionnaires for exploring the service quality gaps among airport managers, operators and traveler, to improve the overall airport service quality satisfaction effectively. First, applying Partial Least Squares (PLS) and Important- Performance Analysis (IPA) to customer satisfaction questionnaires; in the past, people use general quantity statistics to investigate customer performance, but it is hard to recognize relationship and influence of airport service items among and made airport managers can’t use this result in practice operation. PLS can be constructed with the use from passenger service quality model and find out the extent of passenger consider the size of the dimensions weight and criteria relationship, which can use to improve the quality of passenger service with the order. Furthermore, IPA analysis can describe the passenger perceived satisfaction and importance to a two- dimensional network plotting quadrant diagram, showing a passenger service standards whish should priorities for improvement. Secondly, in order to understand the airport managers (Civil Aeronautics Administration, CAA) and airport operators (Taoyuan Airport Corporation) perception in the airport service quality, applying DEMATEL- based ANP (DANP) to the expert questionnaires, discovering the correlation interaction and causal relationship between the criteria. Finally, integrated the expert interviews and passenger quantitative questionnaires, compared each other travelers, airport managers and operators different and identify causes of airport service quality gaps. The results show that airport service quality gaps existed on among passenger, airport manager and operators. Customers consider the airport services criteria as “Disable facilities”, “Store / Restaurant Prices” and “Store / Restaurant Options” need to improve airport immediately. Airport Corporation operators and CAA managers all agreed that “Terminal route planning” as the key impact of airport service quality standards; especially, transportation of airport service quality dimension is largest weight in airport non-control area. It is also effect huge in whole airport service quality, should be improved in the first time immediately. Although the airport corporation try to improve service quality from customer view of point, but the impact of policy by management unit and current division of responsibilities other factors, that limited to improve airport service didn’t demonstrate tangible results. Airport operators should to improve management strategy in passenger view of point order, rather than determined by CAA policy, it should be more closer to passenger expectation s and needs. In the future, airport operation units should provide good communication channels, timely publicity and announcements for future planning and airport improvement planning world be implement. It will help to reduce the service quality gaps between passengers and airport managers, thus enhance the overall airport service quality satisfaction.
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Nambat, Onudari, and Onudari Nambat. "Airport Service Quality and Passengers’ Satisfaction-The Case of Chinggis Khaan International Airport in Mongolia." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/20383513020879244520.
Full textAbstract:
碩士義守大學
管理碩博士班
104
Today, the global airport industry is changing and growing day by day rapidly. Travelers have significant choices along with airports and there is an increasing importance among the airport’s main concern should be promoting its service quality and airport marketers to make different themselves by meeting the needs of customers. Also airport is place where people have the possible to experience either satisfaction or frustration, other ways it is marketing and tourism scholars have argued that customer satisfaction is one of the primary goals of airports. This study focuses on Mongolian international airport’s service quality and passengers’ satisfaction. Aiming to determine and analyze passengers’ perception of airport service quality its influence on importance and satisfaction. In this study used quantitative method to test an objective approach to measuring passengers’ perception and satisfaction, importance of airport service quality at airport. Questionnaire data collected from 492 passengers who had travel by arrival, departure or transit at Chinggis Khaan Mongolian International airport. The results show that airport service quality would raise the level of transfer passengers’ satisfaction.
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邱秀凌. "On the Passenger Satisfaction with Airport Service Quality – A Case Study on Taiwan Taoyuan International Airport." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/05325038155664444338.
Full textAbstract:
碩士國立交通大學
管理學院碩士在職專班運輸物流組
96
With the inevitable trend of globalization, the competition among airports worldwide becomes more and more fierce. In recent years, increasing attentions to the annual airport evaluation reports published by Airports Council International (ACI) or Skytrax show that the airport authorities worldwide dedicate to improving the service capacity and service quality (such as cleanness, security, and comfort) of airport terminals. Neighboring Asia airports, such as Hong Kong International Airport, Korea Incheon International Airport, Singorpore Changi International Airport, and Malaysia Kuala Lumpur International Airport are all ranked in top tier, while Taiwan Taoyuan International Airport (TIA) only receive a three-star rank, indicating TIA has plenty of room for improvement. Generaly speaking, passengers will receive several services at an airport, such as parking, check-in, baggage check, security check, waiting, shopping and boarding, to each of which passengers have their expectations. Their satisfaction tends to be low while the perceived service quality is lower than their expectations, i.e. service-expectation gap. Thus, it is imperative to clearly identify these gaps from the viewpoints of airport passengers. Therefore, this study aims to identify these service gaps by conducting a passenger satisfaction questionnaire survey at TIA. A SERVQUAL-type questionnaire is designed based on the conceptual framework of the PZB gaps model and the characteristics of airport service. After a pilot-test as well as a test of reliability and validity, the final questionnaire is formed and used to conduct such a survey. A total of 500 copies of questionnaires were disseminated to the passengers at TIA with 396 valid questionnaires returned. The expectation-perception gaps of the service items are tested and all of them are siginificantly different from 0, implying that all service items have to be improved. To further identify the priotity of improvement items, important- performance analysis (IPA) is used. Moreover, to investigate the relationships of these service gaps to the overall satisfaction, an exploratory factor analysis (EFA) is first used to extract contructs from a total of 33 items. The overall satisfaction is then regressed on the extracted constructs. The results show that a total of six constructs are extracted, including Tangibles, Reliability and Assurance, Parking Convenience, and Responsiveness and Empathy, Public Facility Availability, and Store Diversity and Merchandise Price. In addition, the construct of Reliability and Assurance has the highest effect on the overall satisfaction, followed by Tangibles, Public Facility Availability, Parking Convenience, Responsiveness and Empathy, and Store Diversity and Merchandise Price. The differences in perception and expectation of various passenger demographics on the extracted constructs are also examined. At last, policy implications along with corresponding improvement strategies are proposed.
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WANG, LEE-HUANG, and 王立皇. "A Study on The Relationship Between Service Quality and Customers Satisfaction of Airport Custom Service-A Case of Kaohsiung International Airport." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/15626266027068017936.
Full textAbstract:
碩士國立高雄應用科技大學
觀光與餐旅管理研究所
105
A study on the relationship between service quality and customers satisfaction of airport custom service-A case of Kaohsiung international Airport Student: Lee- Huang Wang Advisor: Dr.Yi-Min Li Institute of Tourism and Hospitality Management National Kaohsiung University of Applied Sciences Abstract In recent years, the China and Southeast Asian countries rise the economy cause people promote the willingness to go abroad. As a result, the number of business and sightseeing trips from Kaohsiung International Airport has also increased significantly. As present,the customs clearance process in our country, including quarantine, license examination, taxation and safety inspection, customs clearance procedures are more rigorous easy to ignore the feelings of passengers in the customs clearance process, resulting in passengers are not satisfied with the airport customs clearance service quality. Therefore, this study hopes to use Kaohsiung passengers for the object for the official inspection staff of the service attitude and custom clearance satisfaction survey to provide the official inspection authorities as a reference. This study mainly studies the service quality of the civil service and the satisfaction of the passenger clearance. Based on the PZB notch five model, the SERVQUAL scale and the service attribute are used as the structure, and the passenger with the entry and exit of Kaohsiung International Airport is the object of sampling. Conducts the investigation and study by the questionnaire way. The results show that there is a significant difference in the quality of service between "expectation" and "actual feeling" which shows many aspects can be improved. In addition, this study analyzes and obtains the results of the "importance-performance analysis" (IPA) tool, which is expected to provide advice and improvement directions for Kaohsiung International Airport's official inspection authorities and to improve the quality of customs clearance services at Kaohsiung International Airport Help. Keywords: airport service, PZB, service quality, satisfaction, customs clearance
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廖為捷. "A Study on Applying Fuzzy Quality Function Deployment to Improve the Service Quality of Airport : Case Study of Taipei SongShan Airport." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/62840476490179996550.
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Hu, Cheng-Yuan, and 胡成原. "Service Quality and Customer Satisfaction :A Case of Taipei Shonshan Airport." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/7283e9.
Full textAbstract:
碩士淡江大學
公共行政學系公共政策碩士在職專班
102
With the advent of the Age of Global Village, traveling the world is within the reach of average citizens. Whether for business or for pleasure, people are traveling overseas more frequently. Comparing the services provided in different airports and different countries, each person will surely have different perceptions and his or her expectation and requirement for the quality of the services provided in domestic airports will increase accordingly. However, with the policy of the government trying to build Taipei Songshan Airport as “the Golden Travel Route in North East Asia” and the idea of whether Songshan Airport is able to accomplish the emerging challenges and missions and to increase future competitiveness came the motive of the author, as a researcher using Taipei Songshan Airport as background, studying travelers’ satisfaction for the quality of services provided in Taipei Songshan Airport, in an attempt to find direction for improvement for the administration’s consideration and make Taipei Songshan Airport become a safe, comfortable, convenient, technologically advanced, and modernized International Airport in the Capital.
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Chen, Yi-Ting, and 陳羿廷. "Assessing the Service Quality of Taoyuan International Airport form Passengers’ Viewpoints." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/38869013575752489984.
Full textAbstract:
碩士國立交通大學
管理學院運輸物流學程
102
Taoyuan International Airport plays an important role to external transit and national portal. More changes has been occurred on international transportation market due to the trend of globalization, competition of air transport industry and the national aviation liberalization policy. For the purpose of improving customer satisfaction and sustainable development, Taoyuan International Airport was transformed from a part of CAA to a government owned company. Therefore, Taoyuan International Airport needs to understand passenger demand, to establish and improve hardware and software equipment to provide better service quality. In terms of Taoyuan International Airport’s service quality, it has mutual influence between dimensions and standards, coupled with the nature of the service itself also difficult to measure. In this study, is based on PZB model to construct a questionnaire and to discuss the difference of service quality on the point of passenger and Taoyuan airport managers. According to the service quality measurement model to assist Taoyuan International Airport managers’ to measure and improve the service quality.
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HSU, CHUN-SHIN, and 許淳欣. "A Study of Service Quality and Customer Satisfaction:Case of Kinmen Airport." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/19656759333147231128.
Full textAbstract:
碩士國立金門大學
觀光管理學系
104
ABSTRACT An airport is indispensable as an infrastructure of public transportation. Rapid and convenient services feature the importance of air transportation, which provides new and promising business opportunities now and in the future. As the globalization trend rises, airport has not only played an important role in economic development but has also seen a symbol of regional competitiveness. Since the implementation of the Mini Three Links in 2001, travelers to Kinmen have increased continuously year by year. According to the statistics (2015) from Kinmen Harbor Administration, there are approximate 1,762,441 passengers in the year of 2015. Whether Kinmen Airport can take the advantages or not has drawn a public attention. Also, the quality of tourist service is a highly concerned issue at an airport. As a result, this study investigates traveler satisfactory level in order to understand Kinmen airport’s service quality, aiming to help improve the service quality and satisfactory level of the airport. Base on the study, 450 questionnaires were issued and collected to the travelers at Kinmen Airport in the survey. All the data and samples were analyzed with Descriptive Statistics, Independent-Samples T-test, and Correlation Analysis. Data were analyzed to investigate differences of passengers' attitudes regarding the service quality and satisfaction of the Kinmen Airport. In addition, airport service quality were also examined to reveal the influences of every attribute and on each other. Furthermore, the conclusion and suggestions based on the verification results of this study may provide creative strategies in the context of airport service quality for the public and private sectors alike. Keywords: Airport service quality, Satisfaction, Kinmen Airport
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Lu, Shu-Mei, and 盧淑美. "Service Quality of E-Gate：A Case Study of Taipei Songshan International Airport." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/3j43th.
Full textAbstract:
碩士淡江大學
公共行政學系公共政策碩士在職專班
101
As information technology progresses, it stimulates an active growth in the e- government. Now, the international sphere has increasingly invested in the automated clearance identification to expedite a passenger’s process of going through customs. In response to international and domestic trends, Taiwan’s “Immigration Document Inspection Automated Clearance System” (below referred as e-Gate) has started its test run on March 29th2011 at the Kinmen Shueitou harbor and has officially been put to work starting on January 1st 2012. An international airport represents a country’s door, so the service quality of e-Gate process reflects Taiwan’s international image. Such image is closely connected to the well-being of the people and also a demonstration of the governmental performance. This survey was conducted by distributing questionnaires to the travelers who had used the e-Gate in Songshan Airport to investigate the service quality of e-Gate process. With convenience sampling, the questionnaire was designed under the SERVQUAL structure proposed by P.Z.B., and then altered specifically for the service quality of e-Gate process in accordance to the program’s characteristics. The questionnaires were conducted from April 15th to April 30th in 2013. Total 350 questionnaires were distributed to the respondents, and after data collecting, 264 valid questionnaires were returned. The research analyzed travelers’ background, quality of service, and overall satisfaction by using the SPSS statistical software including reliability analysis, descriptive statistics, independent sample t-test analysis, one-way analysis of variance, Pearson’s correlation and regression analysis. The research results are revealed as following: 1. The variables of travelers’ background information for the service quality of e-Gate process, in terms of gender, age, occupation, monthly income and the purpose of travel have some significant differences. 2. The variables of travelers’ background information for overall satisfaction show no significant differences. 3. It has a significant correlation between the service quality of e-Gate process and overall satisfaction. 4. The service quality of e-Gate process for overall satisfaction, in the dimension of empathy, reliability, responsiveness, and tangibles has a significant predictive ability.
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Wang, Wei-Ching, and 王偉晴. "The Study of Relationship between Airport Service Quality and Passengers’ Experiential Value." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/26310344375518120631.
Full textAbstract:
碩士世新大學
觀光學研究所(含碩專班)
103
International airport service quality has been viewed as one of the most important indicators for national economic and tourism development. Therefore, many international airports aggressively enhance their service quality and functions to attract more airlines and passengers. For the past few years, Taiwan Taoyuan International Airport (TPE) and Taipei Songshan Airport (TSA) also endeavored to improve the quality of airport service and look forward to gain more traffic. Therefore, the purpose of this study is to investigate passengers' attitude of airport service quality and experience value of Taoyuan Airport and Songshan Airport. In addition, airport service quality would also be examined to reveal the influences on experiential value. This research adopted purposive sampling to investigate with questionnaires. There were total 410 valid questionnaires being collected. The data was analyzed by Descriptive analysis, t-test, ANOVA, and Regression Analysis. The results showed that the passengers in SongShan Airport held the positive attitude on airport basic service quality and auxiliary service, indicating that passengers agree with the function of SongShan Airport. Passengers in Taoyuan International Airport, however, held positive attitude on airport staff and airport atmosphere. However, passengers held negative attitude on retail prices in airport shops. Some implications are suggested at the end of the research.
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SHIH, TA-WEI, and 石大為. "Exploring the Service Quality of Taoyuan International Airport – from Business Travelers’ Perspective." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/22xy6c.
Full textAbstract:
碩士國立臺北科技大學
工業工程與管理系EMBA班
105
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.
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HWANG, HUNG-MEI, and 黃紅梅. "Outsourced service quality management tool for Airport ground service at outstations: Case study of company C." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/mbkpf6.
Full textAbstract:
碩士東吳大學
EMBA高階經營碩士在職專班
105
The ground service quality of an airline at every outstation is one of the key factors in determining a success of a journey. In essence, the aviation industry can be said to be the transport industry, but from the human point of view, the aviation industry can be regarded as the "highly- professional-service- needed service industry." Most of the time, people forget things they do not see; behind the scenes. Like ground service is a hard work full of complex preparation and endless efforts. Airlines fly from countries to countries; the labor cost of stations has gradually become a big burden. More airlines tend to outsource such so-called non-core business, namely ground services, to local companies in consider of cost control. Consequently appears the quality control issue of outsourced ground handling services. Quality management of outsourced services is an art. The key lies on the management tools, which are used to monitor the outsourced service providers. It is conceivable that when a station manager is assigned to a different country, it is not only necessary for him to integrate into the local culture, but also to manage the local staff; on the other hand, a station manager also has responsibility to complete the mission instructed by his head office. In the face of multiple challenges and piles of problems, station managers must have appropriate management tools and methods in order to effectively achieve the service targets and supervise the ground service provided by outsourced ground handlers. This study will provide an in-depth analysis of the external management tools to monitor the airline ground services at outstations, to understand the restrictions on the tools, and furthermore, to know how to appraise the services of the ground handling agents, to find out other feasible means which can effectively control the outsourced service quality besides the tools. Hopefully take this to fine-tune the quality management of airport ground service at outstations, achieve the targets given by head office, and eventually enhance and escalate the airline ground service.
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Liu, Chun-I., and 劉俊易. "Discuss the key factors of service quality on international airports:Taiwan Taoyuan International Airport." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/71894758006635895129.
Full textAbstract:
碩士國立臺灣海洋大學
航運管理學系
95
Because of the economic blooming growth that results in increasing of international travel needs, the airport service is more important than before. The air traffic in Asia develops so quickly that make airports competes violently. Airport, as national construction, needs competitiveness to face global competition. In order to become the Asia-Pacific Regional Operations Center, Taiwan Taoyuan International Airport has to improve continually. The airport services includes passenger and cargo transportation as well as services for airlines、passengers and local stores. But passenger transportation service is the main service of airports. Accordingly, this study will base on the viewpoint of passenger to investigate the way for improving the airport service quality. First, this research investigates the service quality of ten airports in Pacific Asia based on cicerones’ viewpoint, and we analize by the fuzzy theory and Topsis for understanding the ranking position of Taiwan Taoyuan International Airport in Pacific Asia. Then, we investigate the degree of importance and complance of airport service for Taiwan Taoyuan International Airport and analize by using importance- complacence matrix. Finally, we provide some suggestions for improving the competitiveness of Taiwan Taoyuan International Airport.
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Keng, Chan-Chuan, and 耿蟬娟. "Integrating the Kano Model into QFD in the Study of Airport- Service Quality." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/13822658261449286287.
Full textAbstract:
碩士大葉大學
管理學院碩士在職專班
103
The competition among airports is rather intense in the Asia-Pacific region.The Hong Kong International Airport, Incheon International Airport of South Korea, and Singapore Changi Airport are often emphasized as the leading airports in the global airport ranking, while the Taoyuan International Airport of Taiwan still has the space to improve. This research aimed to categorize the attractive quality, one-dimensional quality and must-be quality elements of airport service while prioritizing these evaluation criteria at the same time. The analytic hierarchy process is utilized to investigate the importance of service quality offered by international airports. Through competitor analysis, benchmark of each quality element would be set as improvement target. The House of Quality (HOQ) of Tao-Yuan International Airport would then be presented in the following paragraph. The questionnaires are distributed to international tour guides. The analytic hierarchy process is utilized to investigate the importance of service quality offered by international airports. According to the viewpoints provided by international tour guides, the result of research using Analytic Hierarchy Process indicates the top four services, which are baggage service efficiency, flight information accuracy, direction indication or the route guiding the passengers and the layout and arrangement of boarding room. In addition, we use Kano model to evaluate the classification of service elements of international airports remarked by the tour guides. At last, the Kano model and Quality Function Deployment are integrated to better the service of Taoyuan International Airport, giving the way for the improvement among the competition with Singapore Changi Airport and Hong Kong International Airport, also indicating the airport service facility, direction indication and check-in and immigration operation as the most essential and critical to be improved at airport.
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Zhiming, Su, and 蘇智明. "An Empirical Research on Service Quality of Taitung Airport by Using PZB Model." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/68823945104131422816.
Full textAbstract:
碩士國立臺東大學
休閒事業管理碩士在職專班
102
Abstract Airports in Western Taiwan have faced intense competition since Taiwan HSR launched into public transportation industry in 2007. Consequently, most inland flight routes were suspended. Furthermore, Railway Electrification Project of North Link Line will formally operate in 2014, with its advantaged competitiveness like lower ticket price, higher passenger capacity, less influenced by weather, and travel time shortened significantly, Taitung Airport will, inevitably, be facing serious challenge soon. Hence, in response to the challenge from railway transportation, what Taitung Airport should do is to maintain its service quality advantages and strategically adjust ticket fare. The research adopted PZB Service Quality Model raised by Parasuraman, Zeithaml and Berry (1985) as an empirical method, employing SERVQUAL as research instrument to conduct an empirical research on service quality of Taitung Airport, proving its Gap 1, Gap 5 of Service Quality so as to give advice on business operation improvement, and expecting Taitung Airport to provide passengers with service quality that complies with their demand . Participants in this research consisted of two groups which were the employees of Taitung Airport and passengers travelled on the routes of Taitung-Taipei, Taitung-Orchid Island, and Taitung-Green Island. All employees of Taitung Airport participated in this research for questionnaire survey; on the other hand, passengers, based on different flights, different durations and dates, convenience sampling and surveyed in the waiting room of the Airport. There were 120 questionnaires in total for the employees with 112 valid questionnaires received, and a total of 550 questionnaires for passengers with valid 521 questionnaires. The analysis of the questionnaires was conducted by using the SPSS for Windows 20.0. The major findings of the research indicated that Gap 1 of Service Quality did not exist in Taitung Airport; nevertheless, Gap 5 of Service Quality was present. The figure of Importance-to-Satisfaction Matrix was used to illustrate the analyzed result, suggesting the priority of improvement in relation to service quality problems. The results of the research may become a useful reference for Taitung Airport to improve their business operation.
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Lo, Shih-Ying, and 羅仕瑩. "Integrating the Kano Model into QFD forImproving Service Quality of TaiwanTaoyuan International Airport." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/06299723698576596316.
Full textAbstract:
碩士大葉大學
管理學院碩士在職專班
101
International visits through airplanes are becoming more frequent than before due to the rise of globalization. As a consequence, many airports around the world are now eager to extend and improve their facilities in the hope of luring more tourists and acquiring economic advantages directly or indirectly. The competition is rather intense among the airports in the Asia-pacific region. The Hong Kong International Airport, Incheon International Airport in Korea, and Singapore Changi Airport are often the leading airports in the global airport ranking, while the Taoyuan International Airport of Taiwan still has a lot to improve. This study therefore aims to discuss the perspective of tour guides on the quality of services provided by international airports. We also look into what is the most important service element from the viewpoint of tour guides. These ideas are converted into improvement advice by quality function deployment, which might help to find out the upmost improvement technology with limited resources of Taoyuan International Airport. The questionnaires are distributed to international tour guides. The analytic hierarchy process is utilized to investigate the importance of service quality offered by international airports. The research results find out that the top three services highly valued by international tour guides are convenient outreaching transportation, cleanness and brightness of terminals, as well as high efficiency of security check and waiting hours at the counter. Then the Kano model is adopted to evaluate the catalogs classified by tour guides about the quality elements of airport services. Finally, the integration of Kano model and quality function deployment is performed for the quality function deployment of Taoyuan International Airport. The opinions of tour guides are incorporated into the service elements of international airports. This study could offer valuable suggestions on what aspects that needs to be improved for Taoyuan International Airport when it comes to competition with the Hong Kong International Airport and Incheon International Airport. The priorities for improvement include the procedure of boarding, the direction indication, and facilities of airports.
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YEH, CHIAO-WEI, and 葉蕎緯. "Applying KANO Model and IPA to Improve Service Quality of Taoyuan International Airport." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/avju53.
Full textAbstract:
碩士大葉大學
管理學院碩士在職專班
107
The international airport is the facade of the country. According to a ranking by the consumer aviation website Skytrax in the year of 2018, Changi International Airport is the first place, and Incheon International Airport is the second. As an Asian airport, Taoyuan Airport falls behind other airports sharply. The satisfaction of the customers becomes a key issue for airport managers. In order to know the satisfaction of the customers and to classify the function of the service. This study uses Kano model and IPA, which is based on the evaluation and the criteria of Skytrax. Last, we try to know how the travelers feel about the three international airports. The results of the study show that the one-dimensional quality factors affecting the feelings of passengers are mainly aimed at service attitudes, while the Must-be quality service factors are mainly focused on airport hardware equipment; and the baggage delivery service and food service, power charging facilities and rest area are attractive. Incorporating KANO and IPA, the waiting time belongs to the quality factor certainly, and should be regarded as the first priority improvement project. The power charging facilities is the charming factor, the power charging facilities is a charming factor, should be the second improvement project. The satisfaction of the service between the three international airports, Taoyuan international airport gets the second place in "staff attitude" part and gets the last place in the other parts.
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Yu, chung-hsun, and 余忠勳. "Using Quality Function Deployment and Balanced Scorecard to Improve Airport Performance: An Example Cargo Service in Taiwan Taoyuan International Airport." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/h7pbva.
Full textAbstract:
碩士佛光大學
管理學系
97
With trade liberalization, globalization, and the outsourcing of manufacturing in global supply chain, the growth rate of air transportation volume in Asia-Pacific region is the greatest. Therefore, most of the Asia-Pacific countries actively expanded and facilities improved to enhance its competitiveness. In recent years, Taiwan Taoyuan International Airport (TTIA) improved the hardware and software was not significant, this is one of the weakest factors for the negative impact of performance and the ranking of TTIA. In this study, TTIA as an example, Quality Function Deployment (QFD)—voice of the customer based on demand and technology—combined with the Balanced Scorecard (BSC) to start the method of key performance indicators to explore the performance improvement plan of airport. By the results of this study, a performance improvement model is developed via the hybrid framework. In addition, through the framework of this study, this article presented a systematic study of the content. Through literature review and expert survey results, the framework lins Balanced Scorecard to carry out 18 key performance indicators from 4 dimensions in the first phase. Under the first phase of the analysis, through Quality Function Deployment method to identify the key performance indicators to quantify quality in order to obtain a weighted 10 technology needs in the second phase. Inside in the third stage, the right wall of House Of Quality—the customer competitive evaluation matrix—is built from the results of the questionnaire of experts. Additional, the relationship matrix, inter-correlation matrix, competition, evaluation matrix, and technology evaluation matrix are established. Therefore, through this study to establish the framework for Quality Function Deployment, it can be used as the development of civil aviation authorities to improve the program and its priorities with the reference.
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CHOU, CHE-SHENG, and 周哲聖. "Study on Improving Service Quality of R.O.C.e-Gate－Take Kaohsiung International Airport as Example." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/w9yytr.
Full textAbstract:
碩士義守大學
公共政策與管理學系
104
Since January 1st, 2012, the e-Gate system has been launched in all international airports and ports in our country for more than 4 years. Although the establishment of the system raises the accuracy of passport holder’s recognition and reinforces the border security, there is still room for improvement in the aspects of its plan, design, procedure and fairness. Modern technologies develop rapidly so that our border security shall keep up with the times as well. As far as e-Gate is concerned, combining future technology and efficiency of custom clearance is a way to assure border security and to promote our country’s image. The author, one staff of Kaohsiung Airport Border Affairs Brigade, Border Affairs Corps., N.I.A., encounters passengers with e-Gate problems every day and helps them to remove the problems. By contacting the research objects for a long time, the research is aimed to discuss and find solutions for problems of the e-Gate from aspects of its tangibility, reliability, reaction, guarantee and attentiveness. The research offers seven suggestions as follows: 1. Utilizing electronic passports to pass e-Gate directly. 2. Enhancing facial and fingerprint recognition ability. 3. Enhancing clearance speed in abnormal clearance condition. 4. Increasing quantity of e-Gate machines. 5. Improving quality of e-Gate registration. 6. Elevating safety measures. 7. Planning to provide assistance to special passenger groups. It is hoped the suggestions to upgrade the e-Gate system would be helpful to elevate the competitiveness of our country.
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Gong, Yu-Chao, and 龔裕超. "Application on Fuzzy Gap Analysis of Service Quality: Case Study of Taipei SongShan Airport." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/34374619385857823160.
Full textAbstract:
碩士中華大學
科技管理學系(所)
97
With the launching of direct cross-strait links, which made Taipei SongShan Airport receive more attention in its quality and efficiency; in addition, in terms of its attributive characteristics of being a semi-international airport, its good or bad service quality will deeply affect the quality image for Taiwan; therefore, it has the certain necessity of evaluating the service quality for Taipei SongShan Airport. In addition, many previous studies and researches have pointed out that customer satisfaction is the key factor of making profit for enterprises, and service quality is an even more important indicator of improving the customer satisfaction. Thus, effectively plan the service strategy to improve the service quality will be the popular issue for modern administrators or relevant scholars. However, in accordance with related researches on service quality in the past, Gap Analysis is one of major analyzing methods that used as the basis of planning the service strategy at present. The theoretical viewpoint of Gap Analysis is to examine the gap between customers’ expectation and actual experience in service, and then adopts t-Test to inspect the significance of gap to evaluate that whether the quality attribute needs to be conducted proper improvement or not; for example, when the service gap is significantly existed, then it will deeply affect the overall satisfaction for enterprises and further to affect their profit-making status. Even the Gap Analysis is really effective to explore the defect in the service level that customers actually experienced; however, in the past, when conducting the evaluation on the attribute of service quality, it still adopted Likert Scale to quantify the analysis. Nevertheless, it has shown that, human linguistic evaluation will sometimes have the characteristic of fuzziness and uncertainty; thus, if applied the viewpoint of quantified analysis to survey the service quality that will possibly generate doubt about the incompleteness of the evaluation data; therefore, some relevant scholars have adopted the fuzzy theory to handle such inaccurate and fuzzy information; as a result, it has also verified that only the using of the fuzzy method can process the proper quantitative analysis. However, as for the method of evaluating significance, t-Test of the quantitative analysis will still be the method that used to examine the significance, but this approach will cause the loss of evaluation data and become inapplicable. Practically, some scholars proposed the Fuzzy Statistical Method and developed specific test rules for the fuzzy information; thus, the main purpose of this study is to integrate the Gap Analysis with the Fuzzy Statistic Concept to develop a well completed and is able to provide administrators with the requirement for making improvement, the Fuzzy Gap Analysis (Fuzzy-Gap for short); in addition, took Taipei SongShan Airport to make the practical example analysis to verify the unified validity for such mode. The result showed that the administrators and managers of Taipei SongShan Airport shall be considered for the reliability (6 items), reaction(5 items), caring (2 items), website facilities (3 items), airport facilities (4 items) and materials (9 items) to make decision on improving; among which, as for the reliability items: the information of related airport laws and regulations that Taipei SongShan Airport provided for the passengers; post office service in the airport facilities; information kiosk (auto inquiry service); wireless Internet service; and for the material items: the clean and neat looks for the service personnel, have satisfied customers’ expectation; thus, it recommended the administrators and managers of Taipei SongShan Airport shall continuously maintain those service items in order to make effective service planning strategy with limited resources.
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WU, JIA-SHENG, and 吳佳昇. "Service Quality Improvement Strategies for Taichung Ching Chuan Kang Airport–Integrating Importance-Performance Analysis and Quality Function Deployment." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/b4y2c5.
Full textAbstract:
碩士逢甲大學
運輸科技與管理學系
102
Airport is an indispensable public infrastructure, in which various international airports all transform themselves toward service indexes of modernization and high effect to cater to needs of frequent interaction between society and economy of the world as well as global markets. As a result of major infrastructure and policies with regard to Science Park, metro system and cross-strait direct transportation of Taichung Metro Area, a prominent growth is shown in terms of business opportunity brought to tourism business of Taichung Metro Area. The study expects to target tourists of Taichung Airport as objects for investigation so as to enhance competitiveness of airport. Aiming for service quality improvement of Taichung Airport, the study used service supply chain management flow and service quality model to develop its research framework and service questions, to further draft service questions and distribute in Taichung Airport, to make questionnaire outcomes comply with real conditions more via importance and satisfaction analysis, then to use the process and framework of quality function deployment to further conduct drafting of improvement program upon the outcome analyzed in cooperation with opinions collected from tourists and airport professionals, to derive incidence matrix between client needs and improvement program in cooperation with percentage contribution, and lastly, to use weighting value and incidence matrix to evaluate priority of improvement program by priority. The study has filtered the top ten improvement programs, which are “place proper indicator in correct location”, “reinforce cleanness check-up at certain areas regularly, “incorporate customer-oriented concept in airport staff training”, “conduct service seminar for airport personnel of various units”, “establish communication mechanism”, “make movement guidebook at information desk and departure/arrival areas”, “map out service flow to improve efficiency”, “SOP for service flow and procedures for contingency plan”, “alter topics for marketing at the airport and conduct beautification of terminal regularly” , “conduct beautification around the airport cooperated with government policies”. The quality function deployment method combining importance and satisfaction analysis with BCM model have made improvement programs more comply with practical needs to add value on the study for references.
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Wang, Yung-Ching, and 王詠晴. "Applying SIPA and DANP for Measuring Service Quality Gap of Airport - The Case Study of Food & Beverage Services." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/22362114781858319487.
Full textAbstract:
碩士淡江大學
運輸管理學系碩士班
100
After 911 event, many countries begin to enforce strict security check, which cause the passengers spending more time at the airport and accepting Terminal Services, mostly on food and retail shops services. Therefore, the passengers and Airport managers pay more and more attention on the quality services of food ,beverage and retails in Taoyuan International airport. While these services have received most of the criticism. So, this research focus on the quality of catering service in the Taoyuan International Airport. The majority of previous studies based on the consumers'' perspective to view the quality of food and beverage service. It''s only known such viewpoint only made clear on the priority of improvements, but actually exist cognizance gap between management and customer, the core issue of the quality of catering services is still not resolved. So it can''t just look into the issues only on consumer''s point of view, but also considering the phases related to all the different stand points. This report is based on the PZB Service Quality Gap theory. Total 350 general questionnaires were published & filled; 329 questionnaires are operative. Questionnaire are analyzed by IPA. But IPA only analyses individual view point, not taking into account of the performance of the other positions and make the necessary adjustment. Therefore further application SIPA , simultaneously compare perception differences from the various standpoints on airport food and beverage service quality. In addition, it may exist a causal relationship between the criteria. This research apply DANP to identify the degree of correlation and weight among the criteria from expert questionnaires. And then, analyze quantitative and qualitative data to view airport food and beverage service quality gap, in order to understand the variation of cognizance between the managements and consumers, which to find the core of the problem. This research has four conclusions:1.General questionnaire analysis results: As the consumers'' point of view, the Passengers and airport workers both have the same points on the quality of airport food and beverage services, for instance, the " Reasonable food price " is the first priority to get improved. 2. Simultaneous Importance Performance Analysis results: the passengers and airport workers of different standpoints thought following 4 issues should be improved as top priority: A. The catering area space allocation. B. Food service guidance indicators clearly. C. Reasonable food price. D. child seating and tableware. Further analyzed interview results and found "catering diversification" should be also added to the above top 4 improvement priorities. 3.DANP expert questionnaires analysis results: "The comforts of catering environment " and" Staff service attitude "are the most important things to the airport management. And supervisors of catering and airport valued on different criteria ; catering supervisors on " Staff Service attitude " ; airport supervisors on " The safety of catering environment." Regular travelers think the criteria of" Waiting time for food delivery " and " Waiting time for meal ordering" are the most important. So we can tell the passengers and airport managements have great different views on the criteria. 4. After running two models of SIPA and DEMETAL Correlation Degree Analysis, it comes to one conclusion: The Catering Area Space Allocation. With totally considering different standpoints, it appears there have some different cognizance existing between the passengers and airport managements. The Managements should make efforts to balance and decrease the differences.
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Kuo, Yen-chih, and 郭彥志. "The Study of passenger baggage arrival clearance service quality-The case of CKS International Airport." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/80113769202292296234.
Full textAbstract:
碩士開南管理學院
空運管理學系碩士班
94
Customs server as the gap of a country and consequently whether the customs offer well-qualified services renders not only the benefits of nationals but also the international image of Taiwan involved in. In order to practically learn the effect of the customs services of the customs clearance this study choose the Inspection Division of Taipei Customs Bureau as the testified and analyzed subject, further discuss passengers’ satisfaction valuation towards the customs and probe into the expectation gap towards the service quality between the customs personnel and passengers. This study bases on the PZB Gap Analysis Model structure and take advantage of the SERVQUAL Scale to evaluate customs clearance quality satisfaction “Gap5” and “ Gap1”; this study also uses SPSS to proceed with statistic analysis on the returned effective polls and then interview the customs personnel to discuss the reasons for the gap2 to gap 4 according to the analysis result. And the concluded suggestions based on the study go as follows: 1.The directing authorities should add more staff to offer assistance to the customs personnel. 2.Complete the installment of X ray machines to elevate the efficiency of the customs clearance. 3.Directing authorities of the customs over-estimate the quality of the services offered, and re-education directed on the personnel over the discrepancy between them and passengers are required to measure up to passengers’ cognitive levels. 4.Strengthen the application of the customer service, listen to the passengers’ problems, record, improve or find passengers’ need. 5.Stand in passengers’ shoes rather than stick to stereotyped and fussy rules. 6.Carry out the periodic alternative job transfer to prevent the declining of sense of accomplishment due to chronic engagement in the same job. 7.Adopt to diversified reward systems to elevate the morale at work and wiliness to offer services.
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Lin, Hsuan-Wei, and 林萱瑋. "Integrating Kano Model with QFD for the Service Quality Design of Taiwan Taoyuan International Airport." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/98316031936719414557.
Full textAbstract:
碩士大葉大學
管理學院碩士在職專班
103
An international airport is a country’s external gateway. According to Skytrax (Airline and Airport Reviews and Quality Rating Organization), the best global airport in 2014 is Singapore Changi Airport, the fourth is Hong Kong International Airport, and airports in Asian cover five among the top seven international airports. Taiwan Taoyuan International Airport still has the space to improve since it was left behind in the global airport ranking. This study aims to use Kano model questionnaires to categorize criteria in SkyTrax International airport ranking. It is found that attractive quality element, one-dimensional quality element, and must-be quality element are crucial airport service quality elements. Secondly, AHP (analytic hierarchy process) is used to discuss passengers’ satisfaction with the service offered by international airports. Finally, with competitor analysis, the researcher hopes to find out the service elements as the priorities to improve service quality. The study tries to survey passengers’ satisfaction with the service quality offered by Taiwan Taoyuan International Airport and afterward to rank the service quality items from international tour guides’ opinions about three Asian international airports. With Analytic Hierarchy Process, it is found that the top four airport service quality elements valued by tour guides are the accuracy of boarding announcements, direction indication or the route guiding the passengers, baggage service efficiency and the convenience of airport transit traffic. Kano model and Quality Function Deployment are integrated to better the service of Taoyuan International Airport, and it indicates the airport service facility, information service, airport transit traffic, human resources management, direction indication and check-in and immigration operation are the most essential and critical to be improved.
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Yu-Lin, Cheng, and 鄭育麟. "An investigation of the relationship between service quality, and tourist’s satisfactions in Taichung international airport." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/49920829588393464220.
Full textAbstract:
碩士國立暨南國際大學
管理學院經營管理碩士學位學程碩士在職專班
102
Abstract As the spreading of internet surfing, emerging of global village idea and improvement of aviation technology, boom of business and tourism travel activities make the airports become the first country’s image of worldwide tourists with more convenient internal movement. For obtaining the economic benefit, all countries have been building and improving the hardware of airport, and increasing the service quality to abstract more travelers. Taichung airport is the only one international airport in central Taiwan and have been moved to Ching-Chuan-Kang from Shueinan in March 5th, 2004. In 2008, the Taiwanese government released the limitation of people of Mainland China to travel Taiwan. The population of traveling across Taiwan straits surged than ever. Taichung airport had launched a plan to build second terminal in 2011 and started up in 2013. The purpose of this paper is to investigate the relationship between the service quality and customer’s satisfactions and offer suggestions to Taichung airport to improve their service function. Keyword：Taichung airport;Service Quality;Satisfaction
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YuehLiu and 劉悅. "Service Quality Evaluation and Diagnosis for Taoyuan International Airport MRT-Application of IPA-Kano Model." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/gpf9yk.
Full textAbstract:
碩士國立成功大學
交通管理科學系
106
Taoyuan International Airport MRT began its commercial service in March 2017. The Airport MRT links Taoyuan International Airport, the Taoyuan station of Taiwan High Speed Rail (HSR), and the Taipei Main Station. This new facility gives travelers a new modal opportunity to access the airport. However, the services offered by Airport MRT have been criticized since some of the facilities and service performances do not meet passenger’s expectations and demands. The aim of this research is to quantify passenger satisfaction regarding services offered by Airport MRT and then several improvement strategies are proposed to enhance the service quality in Airport MRT. The IPA-Kano model is used for categorizing and diagnosing service quality attributes and providing specific strategies for attributes in each category. This model avoids limitation and weakness when using IPA or Kano model alone and enable managers to easily grasp accurate passenger perceptions of a quality attribute and corresponding coping strategies. The results show that “The luggage spaces on the train(IK10)” and “Passenger Information Display System(PIDS) on the train(IK13)” respectively belong to fatal category and chronic diseases, are on the first two of the improvement list and need immediate improvement. The findings of this study provide valuable information to Taoyuan Airport MRT operators for their service quality improvement and suggestions for management strategies in the future. Moreover, the application of IPA-Kano model in this study help develop better conclusions and enhance the value of this research.
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Lin, WeiHan, and 林緯翰. "An application of IPA to measure the Taiwanese andoreign tourist on service quality of airport－A case study on Taiwan Taoyuan International airport." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/22001712913316659429.
Full textAbstract:
碩士中國文化大學
觀光事業學系
99
With the inevitable trend of globalization, the competition among airports worldwide becomes more and more fierce. In recent years, increasing attentions to the annual airport evaluation reports published by Airports Council International or Skytrax show that the airport authorities worldwide dedicate to improving the service capacity and service quality of airport terminals. The differences in perception and expectation of various passenger demo-graphics on the extracted constructs are also examined. At last, policy implications along with corresponding improvement strategies are proposed was also affect the overall satisfaction.
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Chang, Fu-Hua, and 張復華. "Effect of Passenger Perceived Service Quality of Departure Process Check in Taiwan Taoyuan International Airport on Airport Satisfaction: Passenger Characteristics as Moderating Variables." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/88s58w.
Full textAbstract:
碩士國立交通大學
管理學院運輸物流學程
107
This study is mainly to explore the impact of the perceived quality of departure passengers on the airport satisfaction at Taiwan Taoyuan International Airport. The passenger service perception scale for departure inspection is divided into three constructs and nine questions. This study used convenient sampling method to interview 2,135 passengers at Taiwan Taoyuan International Airport, with an effective sample of 2,059. The main influencing factors affecting airport satisfaction by applying multiple regression analysis methods are: Efficiency of check-in staff, Courtesy and helpfulness of check-in staff, Courtesy and helpfulness of inspection staff, Courtesy and helpfulness of security staff, and Feeling of being safe and secure. The first two items are the constructs belonging to the "Check-in" and the last two items are the constructs belonging to the "Security". Secondly, this study also explores gender, age, nationality, whether to transfer at the airport, the main reason for the trip, which section of the aircraft are you traveling in, including this trip, how many return trips by air have you made in the last 12 months, what mode of transport did you use to arrive at THIS airport, and How long before the scheduled departure time of your flight did you arrive at the airport. The results of the x^2 test show that only nationality is statistically significant, so for the Nationality, Asian and non-Asian is adjusted as moderating variables, and then multiple regression analysis. The results show that the main influencing factors affecting the satisfaction of passengers of Nationality passengers are: Courtesy and helpfulness of check-in staff and Feeling of being safe and secure ; the main influencing factors affecting the satisfaction of passengers of Asian passengers are: Courtesy and helpfulness of security staff and Feeling of being safe and secure; the main influencing factors affecting the satisfaction of non-Asian passengers are: Waiting time in check-in queue/line and Feeling of being safe and secure. Finally, this study proposes improvements to the service improvement of the departure inspection of Taiwan Taoyuan International Airport, and hopes to help improve the satisfaction of departing passengers to the airport.