臺灣博碩士論文加值系統

摘要
標誌(Symbol)與標示(sign)已成為目前人類生活與活動不可或缺的一項設施，尤其是在我國最主要進出國門的桃園國際機場，旅客對於機場各項設施方向的指引標誌都有極高的仰賴，以便協助於出入境過程中迅速找出方向。標示系統的良窳不僅可使旅客更加便利，更是顯示機場服務水準的一項重要指標。本研究針對桃園國際機場第二航廈的出境標示系統之滿意度進行研究，探討桃園國際機場標示系統服務滿意度，並基於使用者角度探討機場標示系統之規劃設計，進而對標示系統提出改善建議。研究結果顯示，非管制區域設施中，從未使用標示比例最高的是退稅櫃台與海關服務台，標示從未使用的比例最低的分別為洗手間與報到櫃台，管制區域內標示從未使用最高是貴賓室，其次是吸菸室(區)，從未使用選項占比最低的是登機門的以及洗手間。標示使用滿意度最高者，非管制區為報到櫃台與自助報到櫃台，管制區則是安檢/證照查驗與登機門；吸菸室(區)標示則皆是滿意度最低者。整體而言，除少部分設施之外，其餘多數設施標示使用的滿意度會隨著個人社經特性而有不同，且數量過少為最主要不滿意的來源，其中更以電梯及洗手間是旅客認為對其非常重要但目前滿意度較低者，及應優先改善的部分。
關鍵詞：標示系統、滿意度、滿意度-重要度分析

Summary

Symbols and signs have become an indispensable facility for human life and activities, especially at the Taoyuan International Airport, where most of the country's main entrances and exits are available. High dependence to assist in quickly finding directions during the immigration process. The goodness of the marking system not only makes passengers more convenient, but also an important indicator of the level of airport service. This study studies the satisfaction of the exit marking system of the second terminal of Taoyuan International Airport, discusses the satisfaction of the marking system service of Taoyuan International Airport, and discusses the planning and design of the airport marking system based on the user's perspective, and then proposes improvement suggestions for the marking system. . The results of the study show that in the non-regulated regional facilities, the highest percentage of unused recycling counters are the tax refund counters and the customs service desks. The lowest proportions that have never been used are the restrooms and check-in counters. The marked areas in the control area have never been used. The room, followed by the smoking room (area), the lowest percentage of unused options are the boarding gate and the restroom. The highest satisfaction rate is used. The non-regulated area is the check-in counter and the self-check-in counter. The control area is the security check/license check and boarding gate; the smoking room (area) mark is the lowest satisfaction. On the whole, except for a small number of facilities, the satisfaction of the use of most other facilities will vary with the characteristics of individual social and social characteristics, and the number is too small to be the most important source of dissatisfaction, among which elevators and restrooms are considered by passengers. Those that are important but are currently less satisfied, and should be prioritized for improvement.

Keywords: Sign System, Satisfaction, Satisfaction-importance Analysis

目 錄

謝誌 I
中文摘要 II
英文摘要 III
目錄 IV
圖目錄 VII
表目錄 VIII
第一章 緒論
1.1研究背景與動機 1
1.2研究目的 1
1.3研究範圍及對象 2
1.4研究內容及流程 2
第二章 文獻回顧
2.1標示系統相關理論 4
2.2桃園國際機場航廈標示版面設計規劃 7
2.3尋路行為 14
2.4滿意度相關研究 18
第三章 研究方法
3.1資料蒐集 22
3.2資料分析 22
第四章 資料分析
4.1樣本資料 24
4.2標誌使用情形 25
4.3滿意度分析 29
4.4交叉分析 30
4.5重要度-滿意度分析 34
第五章 結論與建議
5.1結論 38
5.2建議 39
參考文獻 40

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