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LANDSIDE SERVICE QUALITY ATTRIBUTES AND THEIR IMPROVEMENT PRIORITY: AN EMPIRICAL STUDY OF TAOYUAN INTERNATIONAL AIRPORT
| 题名： | LANDSIDE SERVICE QUALITY ATTRIBUTES AND THEIR IMPROVEMENT PRIORITY: AN EMPIRICAL STUDY OF TAOYUAN INTERNATIONAL AIRPORT |
| 正文语种： | 中文 |
| 作者： | 賀天君 |
| 关键词： | Taoyuan International Airport;Service quality;Kano's model;Importance-performance analysis |
| 摘要： | A number of airport studies have contributed to measuring airport performance through quantitative approaches, but none of them have applied and combined Kano s model and importance-performance analysis to evaluate international airport service quality. Based on Taiwan Taoyuan International Airports (TTIA) orientation, this paper implemented a questionnaire survey for passenger in Taiwan Taoyuan International Airport. Considering SERVQUAL frameworks and then obtaining by questionnaires to construction and implication the service quality, importance and satisfaction of Taiwan Taoyuan International Airport. The research results indicate that there are (I) seven service qualities attribute to one-dimensional quality, (2) twenty-five qualities attribute to must-be quality, and (3) thirteen qualities attribute to indifferent quality. The overall evaluation illustrates that the 'boarding broadcast clearly' and'service attitude of terminal staff' are the primary rating criterion for importance and satisfaction survey, and "departure lounge" is the highest priority for the improvement project. These results can provide as a good reference for TTIA to create operating strategies. |
| 期刊名称： | 运输计划 |
| 出版年： | 2017 |
| 期： | 04 |
| 页码： | 319-341 |
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