臺灣博碩士論文加值系統

「服務優質化、人員菁英化、企業資訊化」為二十一世紀民航界發展重點，對重視顧客滿意的航空業而言，卓越的服務更必須經過規劃及管理。目前國內各主要航空站地面勤務支援工作，多數委託外包專業地面勤務服務公司執行，因此，承接的地面勤務服務公司如何滿足顧客（航空公司）的需求，提高服務品質，就顯的格外重要。本研究是以國內第一家成立專業機場地面勤務服務公司為研究對象，參考相關文獻、蒐集專家及航空公司所重視事項等意見後，彙整出五個構面發展出22個支援服務品質評估項目，運用層級分析法(AHP)來決定各指標之權重，以彰顯航空公司所重視之飛機地面勤務服務品質項目；並參考SERVQUAL模式進行航空公司滿意度調查，衡量顧客所期望的地面勤務支援服務品質與認知品質的差距。並將兩者數據作績效評估，將航空公司高重視的指標連結平衡計分卡，與地面勤務公司的策略目標相結合，改進地面勤務服務的品質，以提高航空公司滿意度。因研究對象屬長期且全面整體性之地面勤務公司，故本研究成果具有相當參考價值，可作為國內其他地面勤務公司承包航空站地面勤務服務品質之衡量參考。

“Service optimization, manpower elitization and enterprise informationization” are the key points of development for the civil aviation sector in the twenty century. For the airline industry that highly focuses on customer satisfaction, planning and management are particularly needed in order to provide excellent service. At present, most of the ground service supporting tasks in major domestic airports are outsourced to professional ground services companies. Therefore, how outsourced ground service contractors meet their customers’ (airline companies) needs and improve service quality are obviously very important. This study takes the first founded professional airport ground service company in the country as the research object. By referring to related documents, collecting the opinions concerned by experts and airlines, it compiles five aspects and develops twenty-two quality assessment items of supporting services, and uses Analytic Hierarchy Process (AHP) to determine the weighs of each index so as to manifest the ground service quality items concerned by airlines. It also refers to the SERVQUAL model, performs airlines customer satisfaction research, examines the difference between customer’s expected ground service quality and cognitive quality. It also measures the performance by using both data, combines the index-connected balanced score card highly valued by airlines with ground services companies’ strategic objectives, fortifies the quality of ground service, and hence improves the airline companies’ satisfaction degree. Since the study object is a long-term and full-scale ground service company, the results are of great value for reference, and can be used as a assessment reference of service quality for other domestic ground services companies when undertaking airport ground services.

誌 謝 ……………… Ⅰ
中文摘要 …………… Ⅱ
英文摘要 …………… Ⅲ
目 錄 ……………… Ⅳ
表 次 ……………… VI
圖 次 ……………… VII

第一章
1.1 研究背景與動機
1.2 研究目地
1.3 研究對象與範圍
1.4 研究方法
1.5 研究流程
1.6 章節安排4
第二章 文獻探討
2.1 航空站地勤業
2.2 服務品質文獻回顧
2.3 顧客滿意度17
2.4 平衡計分卡
第三章 研究方法
3.1 問卷設計
3.2 研究假設
3.3 資料分析
3.4 層級分析法
第四章 調查結果分析37
4.1 信度分析
4.2 敘述統計分析
4.3 總體滿意度分析
4.4 相關係數分析
4.5 航空公司滿意度檢定分析
4.6 服務品質航空公司重視度評估分析
4.7 地勤公司重視度評估分析
4.8 服務品質重視度之權重比較51
4.9 地勤服務品質顧客滿意度與重視度關係
4.10 顧客重視度與滿意度之績效評估53
4.11 現況分析改進之建議
4.12 連接績效衡量指標建立策略地圖
第五章 結論與建議
5.1 結論與管理意涵
5.2 建議
参考文獻
附錄

中文部分：（依第一個字筆劃排序）
（書籍）
1.石滋宜，1992，爆炸性的變動，中國生產力中心出版。
2.楊政樺，2001，航空地勤服務管理，楊智出版社。
3.Kaplan,R.S. and Norton, D.P. 著，1999，朱道凱譯，平衡計分卡：資訊時代的策略管理工具，臉譜文化出版。
4.Kaplan, R.S. and Norton, D.P. 著，2004，陳正平譯，策略地圖，臉譜文化出版。
5. 衫本辰夫，1986，盧淵源譯，事業、營業、服務的品質管理，中興管理顧問公司。
（期刊）
1.何雍慶，蘇雲華，1995，「服務行銷領域顧客滿意模式及服務品質模式之比較研究」，輔仁管理評論，第二卷，第二期，頁37-64。
2.翁崇雄，2000，「服務品質評量模式之比較研究」，中山管理評論，第八卷，第一期，頁105-122。
3.鄧振源與曾國雄，1989，層級分析法（AHP）的內涵特性與應用（上），中國統計學報，第27卷，第6期，頁5~24。
4.鄧振源與曾國雄，1989，層級分析法（AHP）的內涵特性與應用（下），中國統計學報，第27卷，第7期，頁1~20、67~86。
（學術論文）
5.易進忠, 2003，內部服務品質之研究, 碩士論文，國立台北科技大學生產系統工程與管理研究所。
6.葉晶雯，1997，顧客知覺品質、滿意度與行為傾向關係之分析－以航空客運服務業為實證，碩士論文，東吳大學商學院企業管理學系。
7.黃虹菱，2002，統計方法應用於航空業顧客滿意度模式，碩士論文，國立成功大學統計學研究所。
8.張一偉，2004，飛機維修品質與服務滿意度之研究，碩士論文，南華大學管理科學研究所。
9.陳華德，2005，台灣國際航空貨物集散站服務品質與顧客滿意度關係之研究，碩士論文，真理大學管理科學研究所在職專班。
10.鄭世昌，2005，探討軍機商維履約相關服務品質與顧客滿意度的研究，碩士論文，逢甲大學工業工程系統管理學系研究所。
11.蔣文正，2003，以LISREL模式架構探討服務品質與顧客滿意度關聯性─以軍用航空發動機修護工廠為例，碩士論文，國立東華大學企業管理學系在職專班。
12.簡德金，2002，顧客滿意活動之推行與決策，博士論文，國立交通大學工業工程與管理系。
(法規）
1.民用航空法，中華民國九十六年七月十八日總統華總一義字第 09600091031 號令修正。
2.航空站地勤業管理規則，中華民國九十一年十二月十七日交航發字第091B000153號函修正。
3.台勤公司勤務作業手冊,2007.
4.ICAO Airport Economics Manual, Document 9562.
5.OECD DSTI/DOT(2000), p. 15.
6.IATA 地勤委員會 (IGHC) 互動式目錄. www.iata.org/ighc.
英文部分：(依第1個字母排序)
1. Anderson, Eugene W., Claes Fornell and Donald R. Lehmann, 1994.Customer Satisfaction, Market Share, and Profitablity: Finding from Sweden, Journal of Marketing, 58(July) : 53-66.
2. Anderson, Eugene W. and Mary Sullivan, 1993.The Antecedents and Consequences of Customer Satisfaction for Firm, Marketing Science,12 (Spring) : 25-43.
3. Bitner, M. J., 1990. Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Respones, Journal of Marketing, 54(2) : 69-82.
4. Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V. A.,1993. A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions, Journal of Marketing Research, Vol. 30, No. 2, pp. 7-27.
5. Cardozo, Richard N., 1965. An Experimental Study of Customer Effort,Expectation, and Satisfaction, Journal of Marketing Research, 24(August) :244-249.
6. Carman, J. M., 1990.Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions, Journal of Retailing, 66(1) :33-53.
7. Churchill, Jr. G. A. and Surprent, C., 1982. An Investigation into the Determinants of Customer Satisfaction, Journal of Marketing Reseach, 19 (November) : 491-504.
8. Cronin, J. J. and Taylor, S. A., 1992. Measuring Service Quality: A Reexamination and Extension, Journal of Marketing, 56 (July): 55-68.
9. Cuieford, J. P., 1965.Fundamental Statistics in Psychology & Education, 4th ed. New York: McGram Hill.
10. Day, R. L., 1977. Toward a Process Model of Consumer Satisfaction: Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, H. Keith Hunt, Ed.,Marketing Science Institute, Cambridge, MS.
11. Eccles, R.G. & Pyburn, P.J., 1992.Creating a comprehensive system to measure
performance, Management Accounting, October, pp.41-44.
12. Engel, J. F., Blackwell, R. D. and Miniard, P. W., 1993. Consumer Behavior, 7th ed., New York : The Dryden.
13. Fornell C, 1992. National Customer Satisfaction Barometer: The Swedish Experience, Journal of Marketing, Vol. 56, pp. 6-21.
14. Gronroos, C., 1982. A Applied Service Marketing Theory, European Journal of Marketing, (July): 33.
15. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., Jr. and Schlesinger L. A., 1994.Putting the Service-Profit Chain to Work, Harvard Business Review, Vol, 72, pp. 164-174.
16. Hinkle Dennis E., Wiersma William, Jurs G. Stephen, 1998. Applied Statistics for the Behavioral Sciences, 4th ed., Boston: Houghton Miffin Company: 749.
17. ISO 9001:2000. Quality Management System.
18. Knox, S., 1998.Loyalty-based segmentation and the customer development process, European Management Journal, Vol. 16, No. 6, pp.729-737.
19. Kotler, Philip, Siew Meng Leong, Swee Hoo Ang and Chin Tiong Tan, 1996.
Marketing Management: An Asian Perspective, Singapore : Prentice Hall,Inc.
20. Kotler, Philip, 1997. Marketing Management: Analysis,lanning,Implementation and Control, NJ: Prentice-Hall Inc.
21. Lentinen, J. R., 1983. Customer Oriented Service System. Service Management Institute, Working Paper: 2.
22. Lewis, R. C. and Booms, B. H., 1983. The Marketing Aspects of Service Quality, in Emerging Perspectives on Services Marketing. L. Berry, G.Shostack, and G. Upah, (eds.), Chicago: American Marketing: 99-107.
23. Likert, R., 1967.The Human Organization, McGraw- Hill, New York.
24. Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y. and Malandrakis, Y., 2001. Customer satisfaction measurement in the private bank sector, European Journal of Operational Research, Vol. 130, pp. 347-360.
25. Oliver, R. L., 1980. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decision, Journal of Marketing Research, 17 (Nov.): 460-469.
26. Oliver, R. L., 1993. Congnitive, Affective, and Attribute Bases Of the Satisfaction Response,Journal of Consumer Research, Vol. 20, No. 12, pp. 418-430.
27. Ostrom, A. and Iacobucii, D., 1995. Consumer Trade-Offs and the Evaluation of Services, Journal of Marketing, 59 (January): 17-30.
28. Parasuraman, A., Zeithmal, V. A. and Berry,L. L., 1985. A Conceptual Model of Service Quality and Its Implication for Future Research, Journal of Marketing, 49(3): 41-50.
29. Parasurman, A., Zeithmal, V. A. and Berry,L. L., 1988a. SERVQUAL: A Multiple ItemScale for Measuring Conaumer Perception of Service Quality, Journal of Retailing, Vol.64, No. 1, pp. 12-37.
30. Parasurman, A., Zeithmal, V. A. and Berry,L. L., 1988b. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol.64, No. 1, pp.12-40.
31. Parasurman, A., Zeithmal, V. A. and Berry,L. L., 1994. Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria,Journal of Retailing, Vol.70, No. 3, pp. 201-230.
32. Saaty, T.L.,1980. The Analytic Hierarchy Process, New York: McGraw-Hill. ,
33. Sasser W. E., Olsen, R. P. & Wyckoff D. D., 1978. Management of Service Operation: Test, Cases, and Readings, Bacon, New York.
34. Stewart, H., Hope, C. and Muhlemann, A., 1998. Professional Service Quality,
Journal of Retailing and Consumer services, 5(4): 209-222.
35.Woodside, A. G., Frey, L. L. and Daly, R. T., 1989. Linking Service Quality,
Customer Satisfaction, and Behavioral Intention, Journal of Health Care Marketing, 9 (4): 5-17.
36. Zimmerman C. D., 1985. Quality: Key to Service Productivity, Quality Progress.