高雄港國際旅客中心關鍵服務品質要素之研究

Key Service Quality Factors for International Passenger Center in Kaohsiung Port

高雄港為臺灣南部重要的國際郵輪港口，探討高雄港國際旅客中心之關鍵服務品質要素乃是一項值得研究之課題。因此，本研究之主要目的係利用層級程序分析法探討高雄港國際旅客中心之關鍵服務品質要素。首先，本研究根據相關文獻之記載，並配合業界及專家訪談意見，共計研擬出五個評估構面及21項服務品質要素。其次，利用層級程序分析法並配合專家問卷進行實證調查。最後，研究結果顯示：（1）「有形性」是評估高雄港國際旅客中心服務品質最關鍵的評估構面。（2）影響高雄港國際旅客中心之七項關鍵服務品質要素，分別為「通關與證照檢驗作業之處理能力」、「上下船作業之處理能力」、「現代化的設備」、「旅客中心之規模」、「建築物之外觀」、「交通接駁系統及聯外系統」及「處理行李輸送能力」。

Kaohsiung is the southern mother port for international cruise in Taiwan based on the development plan of the Ministry of Transportation and Communications. It is an important issue to investigate key service quality factors for passenger center in Kaohsiung port. Hence, the main purpose of this paper was to apply the analytic hierarchy process (AHP) approach to evaluate key factors influencing service quality for passenger center in Kaohsiung port. Based on the literature and experts, opinions, a hierarchical structure with five assessment aspects and twenty-one assessment factors was first constructed, and an AHP algorithm model then proposed. Finally, based on the AHP experts, questionnaires, we used the AHP approach to evaluate the key service quality factors. The results showed that: (1) 'tangibles' is the most important assessment aspect influencing service quality for passenger center in Kaohsiung port. (2) In order of relative importance, the top seven key service quality factors are 'capability of customs clearance and license inspection operations', 'capability of shipboarding operations', 'modern facilities and equipment', 'the scale of the passenger center', 'building appearance', 'transport systems to link both external and internal areas', and 'baggage handling capability', respectively.