英文摘要 |
A number of airport studies have contributed to measuring airportperformance through quantitative approaches, but none of them have appliedand combined Kano’s model and importance-performance analysis to evaluateinternational airport service quality. Based on Taiwan Taoyuan InternationalAirport’s (TTIA) orientation, this paper implemented a questionnaire survey forpassenger in Taiwan Taoyuan International Airport. Considering SERVQUALframeworks and then obtaining by questionnaires to construction andimplication the service quality, importance and satisfaction of Taiwan TaoyuanInternational Airport. The research results indicate that there are (1) sevenservice qualities attribute to one-dimensional quality, (2) twenty-five qualitiesattribute to must-be quality, and (3) thirteen qualities attribute to indifferentquality. The overall evaluation illustrates that the ‘boarding broadcast clearly’and ‘service attitude of terminal staff’ are the primary rating criterion forimportance and satisfaction survey, and “departure lounge” is the highestpriority for the improvement project. These results can provide as a goodreference for TTIA to create operating strategies. |