外籍旅客對桃園國際機場航站內服務設施標識之評估

The evaluation of the signage of service facilities in the terminals of Taoyuan International Airport

現今世界各國之國際機場的空間功能日趨複雜，服務設施也更加多元，如何讓旅客在航站內順利尋得所需之設施與抵達目標地，有賴完善的標識系統之建立。本研究主要探討桃園國際機場外國旅客對於航站內設施標識之重要性與表現度分析(IPA)，此外，也了解這些設施標識在重要性與表現度之差異性。IPA結果顯示，共有9項設施標識落在「繼續保持」象限；只有1項設施標識位於「改善的重點」象限；有6項設施標識在「優先順序低」象限；有6項設施標識在「供給過度」象限。然而，成對樣本t檢定結果發現，除了一般商店標識之外，其它21項設施標識在重要性與表現度都呈現顯著的差異。根據以上之結果，並對桃園國際機場航站內之設施標識的設置，提出具體之建議。

Nowadays, the spatial function and service facility of international airports world-wide have become more complicate and diverse. The establishment of a good signage system is necessary to insure that travelers can find service facilities that they need and their targeting destinations smoothly. The findings of IPA indicated that a total of 9 facility signage fell into the quadrant of‘keep up the good work’. Only the signage of escalators was in the quadrant of‘concentrate here’. A total of 6 facility signage belonged to the quadrant of‘low priority’. A total of 6 facility signage fell into the quadrant of‘possible overkill’. However, the results of paired t-tests revealed that except for regular shop signage the importance and performance of the 21 facility signage differed significantly. Based on the above findings, suggestions were made for the provision of facility signage in the terminals of Taoyuan International Airport.