建構航空客運票務數位學習資訊系統之研究

A Study on the Construction of Airline Ticketing E-Learning System

本研究針對航空業建構一套適合顧客的航空票務數位學習資訊系統，以多媒體影音知識庫作為航空票務數位學習系統之架構主軸，輔以知識入口網站與搜尋引擎的技術，建構本系統與顧客之間的溝通介面。研究主要目的在建構航空票務數位學習資訊系統雛形，以達到共同學習、知識共享之目標。本研究以單一的多元測定（within methods triangulation）為主體，同時結合深度訪談、網路問卷及文獻分析，以蒐集航空票務知識；文獻分析則以航空客運票務為探討的範圍，蒐集國內外航空公司網站、產官學觀光領域相關期刊論文出版物，分析台灣地區的網路使用概況、數位學習特點，以及各國數位學習政策相關構面的研究；訪談資料分析則以數位DV攝影機記錄保存並謄寫逐字稿，最後以系統評估問卷作為系統建置及網頁製作的參考。本研究所建構之航空客運票務數位學習資訊系統雛形可提供航空產業人力資源訓練與發展之參考，透過網路學習平台，快速且有效率的取得航空票務專業知識。

This study was intended to establish an airline ticketing E-learning system based on the multimedia audio/video knowledge base, and supplemented with knowledge portal and search engine technologies to construct a communicating interface between system and consumers. The objective of this study is to construct the prototype for the airline ticketing E-learning system to achieve collective learning and knowledge sharing so that the customers can access to it as reference. This study used 'within methods triangulation', and combined 'in-depth interview', Internet questionnaire and literature review to collect information on airline ticketing. Through literature review, the websites of airline carriers, tourism-related publications by government, businesses, and academia research were collected to analyze the Internet usage in Taiwan, the features of E-learning, and the policies on E-learning in different countries. The data obtained from interviewers was video-taped via camcorder and transferred into multimedia streaming media and manuscripts. The data is for reference to system construction and webpage production. This study constructed an airline ticketing E-learning system protocol which is valuable for reference to human resource training and development in the aviation industry. The Airline E-Learning Ticketing System provides an efficiency access to professional knowledge on airline ticketing.