臺灣博碩士論文加值系統

隨著國際間交流日益頻繁，旅客往返各國的機會越來越多，往返其間的工具尤以空中交通最為頻繁，而空港代表著對旅客的第一印象，亦是旅客對該國服務的第一層體驗，其環境設計、服務水準都代表著一國門面。本研究以報到櫃檯之等候情形為主，探討旅客於我國機場客運航廈的等候品質，並對其提出可能的改善之法。
以桃園國際機場為例，發放問卷來探討旅客在不同的旅客特性、等候情境與人格特質下，對等候時間與等候品質是否有差異。在等候發生時，人知覺到的等候時間並非全是客觀的標準，會受到環境、目的、人格特質等因素影響，也就是可以透過知覺管理的方式，改善旅客的等候品質。
研究結果顯示旅客特性類別中的性別、旅程目的，以及等候情境類別中的單獨與否、時間重視度、實際等候時間的差異，會影響旅客的等候品質。針對旅客對等候品質的不滿，提出可能的改善之法，以期能提升桃園國際機場的服務品質。

Because of the more and more international communications, passengers travelling over countries become more and more frequently. Besides, airplanes also turn into the most popular choice when people go abroad. The airport is the first impression of passengers to another country, and also the passengers’ first served experiences are happened here. Both of circumstance and service stand for the level of a country. This study focuses on the passengers’ waiting in the check-in counter to research the waiting quality in the terminal in Taiwan.
In Taoyuan International Airport, using questionnaire to test there is the differences between the waiting time and the waiting quality when the passengers’ characters, waiting circumstance, and personality traits are different. How long the people feel is not the objective waiting time when they are waiting. Perception waiting time is affected by the circumstance, passengers’ purposes, and personality. It means, passengers’ waiting quality can be improved through the perceptive managements.
The result shows the gender, purposes of travel of the passengers’ characters and solo or not, importance degree of time, the difference of real waiting time in the genres of waiting circumstance can affect the passengers’ waiting quality. Propose the improvement aiming at the passengers’ complain about the waiting quality to make the quality of service of Taoyuan International Airport better.

第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 3
1.3 研究目的 4
1.4 研究範圍與對象 4
1.5 研究流程 5
第二章 文獻回顧與評析 6
2.1 知覺等候時間 6
2.2 等候環境與知覺等候時間 7
2.3 排隊理論 8
2.4 排隊知覺與知覺等候時間 11
2.5 等待心理與知覺等候時間 11
2.6 人格特質與知覺等候時間 12
2.7 等候資訊與知覺等候時間 13
2.8 等候品質 14
2.9 小結 15
第三章 研究方法 16
3.1 研究架構 16
3.2 研究假說 17
3.3 問卷設計 17
3.4 資料分析方法 18
3.5 變數之衡量 20
第四章 實證結果與分析 22
4.1 研究對象與抽樣方式 22
4.2 敘述統計 22
4.3 等候品質差異分析 25
4.4 效度分析 27
4.5 信度分析 30
4.6 旅客特性與等候品質差異之關係驗證 31
4.5.1性別與等候品質之關係驗證 31
4.5.2 年齡與等候品質之關係驗證 32
4.5.3 收入與等候品質之關係驗證 32
4.5.4 教育程度與等候品質之關係驗證 33
4.5.5 職業與等候品質之關係驗證 33
4.5.6 旅程目的與等候品質之關係驗證 34
4.7 等候情境與等候品質差異之關係驗證 35
4.6.1 報到經驗與等候品質之關係驗證 35
4.6.2 陪同排隊與等候品質之關係驗證 36
4.6.3 時間重視度與等候品質之關係驗證 36
4.6.4 知覺等候時間與等候品質之關係驗證 37
4.6.5實際等候時間與等候品質之關係驗證 38
4.8 人格特質與等候品質差異之關係驗證 38
4.9 迴歸分析 39
4.9.1 等候品質因素與「報到櫃檯的排隊經驗」之迴歸分析 40
4.9.2 等候品質因素與「整體等候品質評價」之迴歸分析 40
4.10 驗證假設 42
第五章 結論與建議 43
5.1 結論 43
5.2 管理意涵與建議 44
5.3 未來發展與研究限制 45
參考文獻 47
附錄1 人格特質量表 50
附錄2 問卷內容 51

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