台灣桃園國際機場物業管理清潔維護關鍵因素之研究

Research on Key Factors of Cleaning and Maintenance of Taiwan Taoyuan International Airport Property Management

國際機場為國家之門面，機場服務項目甚多，必須每個環節都要有優異的表現，方可獲致整體的榮譽，然而所有服務項目當中，又以清潔作業之良窳，讓旅客感受最為直接、反應最具體。是以本研究提出之「桃園國際機場物業管理清潔維護關鍵因素」整體架構，期望根據分析結果，藉以提供做為日後執行國際機場清潔維護作業時，建立出一套作業規劃參考。本研究藉由國內外文獻整理及研究人員之實務經驗，建立三大構面（清潔維護作業、管理制度執行、硬體設施設備）、15分項評量指標，設計專家問卷乙種，問卷計透過各層級指標及影響因子之間，進行兩兩比較，經過敦請20位對機場管理、物業管理、清潔維護等方面具有專精之學者專家、業界知名人士、政府相關管理部門官員等實施問卷，所得結果以層級分析法（AHP）分析統計各層面及各因子之權重，將可分析出執行「機場清潔維護關鍵因素」之各項層級要素所佔之權重，期能建立較周全的參考依據。本研究專家問卷分析統計結果顯示，硬體設施設備層面關係機場清潔維護最為重要，其中與清潔維護作業最相關者，就是照明、通風、排水等設施設備，適用的設施與設備，為日後維護的成效提供最大的利基。

The research was based on the literature from both domestic and foreign, three major aspects (cleaning and maintenance operations, management system implementation, hardware and facility equipment), 15 items of assessment indicators and design the questionnaire. Between each level of indicators and impact factors, a comparison was conducted. Through consultations with 20 professional scholars, specialists and the government officials who was major in the airport management, property management, clean maintenance. The results of the analysis of the statistical power of each level and each factor by the hierarchical analysis method (AHP) will be able to analyze the weights of the various elements of the implementation of the ＂key elements of airport clean maintenance＂, and can establish a more comprehensive reference. The results show that the relationship between the hardware facilities and equipment level is the most important for airport cleaning and maintenance. Among them, the most relevant to the clean maintenance work is lighting, ventilation, drainage and other facilities and equipment, applicable facilities and equipment for future maintenance. The effectiveness provides the largest benefit.