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A STUDY OF USING IPA MODEL FOR TRAVELERS SATISFACTION SURVEY OF TAIPEI SONGSHAN INTERNATIONAL AIRPORT
| 题名： | A STUDY OF USING IPA MODEL FOR TRAVELERS SATISFACTION SURVEY OF TAIPEI SONGSHAN INTERNATIONAL AIRPORT |
| 正文语种： | 中文 |
| 作者： | 游玲郎 |
| 关键词： | Importance-performance analysis;Service quality;Satisfaction |
| 摘要： | The rising of globalization, airports nowadays had become the most bustling traffic junctions. Due to the globalization, cross-nation enterprises had emerged and the service industry had been endowed with the most vital economic core for the developed countries. More and more business passengers take aircrafts as frequently as taking the train. This study took Taipei Shongshan Airport as the subject to perform the survey of passenger satisfactory and services quality in order to improve the service quality of Taipei Shongshan Airport. Through the relevant literature review, this study identifies the factors influencing the customer perception of service quality in the airport. In addition, the gap between the "customer expectation of service quality" and "customer perception of service quality " is investigated. From the in-depth interviews with experts and their experiences and opinions, the key factors are identified. Based on Importance-Performance Analysis (IPA) model, this study aims to explain the relationships between customer/employee satisfaction and customer perceived service importance. Furthermore, this study provides suggestions for Taipei Songshan Airport to enhance their service quality to the level of international airports. Besides, the results of this study can offer the blueprint for companies and government agencies to improve service quality in the future. |
| 期刊名称： | 运输计划 |
| 出版年： | 2017 |
| 期： | 03 |
| 页码： | 293-318 |
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