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研究生:郭稔姍
研究生(外文):Kuo, Ren-Shan
論文名稱:航空公司選擇空廚之要素
論文名稱(外文):The Selecting Criteria of Flight Kitchen among Airlines
指導教授:魏玉萍魏玉萍引用關係
指導教授(外文):Wei, Yu-Ping
口試委員:盧惠莉劉元安
口試委員(外文):Lu, Whei-LiLiu, Yuan-An
口試日期:2015-06-23
學位類別:碩士
校院名稱:中國文化大學
系所名稱:觀光事業學系
學門:民生學門
學類:觀光休閒學類
論文種類:學術論文
論文出版年:2015
畢業學年度:103
語文別:中文
論文頁數:131
中文關鍵詞:供應商選擇空廚航空公司
外文關鍵詞:supplier selectionflight cateringflight kitchenairline
相關次數:
  • 被引用被引用:5
  • 點閱點閱:1155
  • 評分評分:
  • 下載下載:51
  • 收藏至我的研究室書目清單書目收藏:0
在飛機內服務品質最重要前三名之一就是食物服務品質,機上餐點服務影響著顧客對航空公司滿意度與忠誠度,且食物服務品質為顧客對航空公司滿意之關鍵事件,然而機上餐點及飲料主要是由空廚所提供給航空公司,是為航空公司之提供者、供應商,因此航空公司在選擇空廚時即為選擇其餐點品質,更是選擇其供應商來滿足自己的顧客,故引發本研究動機;研究目的一為探討航空公司如何選擇空廚業者,考慮的要素為何,二為航空公司選擇供廚之要素其比重為何。本研究於民國104年2月至5月,進行專家訪談、修正式德菲法問卷調查以及層級分析法問卷調查,研究結果顯示航空公司選擇空廚時考慮之構面為產品品質、服務品質、運送品質、供應商信譽以及買家與供應商關係之五大構面,並針對個構面之要素比重進行探討,本研究結果可提供航空公司與空廚雙方更進一步合作之參考依據。
In-flight meal service has a great deal of significance for the evaluation of the airline companies' service quality. In airline industry, good-quality food does influence a passenger’s choice, and resulting approximately $2.4 million in additional revenue a year. The meals and beverages are provided by flight catering. Flight catering is an airline's provider, supplier. Thus, when an airline select a flight catering not only select its food quality, but also select its supplier to satisfy its customer. Therefore, the purpose of this study was to explore the criterion that airline select flight caterer.
Since previous studies relevant to this research topic are limited. This study conducted four steps, including literature review, expert interview, modified Delphi investigation, and AHP investigation. The finding of this research, specifically, contribute to the airline and flight caterer industry, to improve operational or marketing on both parties.

內容目錄
中文摘要 ..................... iii
英文摘要 ..................... iv
誌謝辭  ..................... v
內容目錄 ..................... vi
表目錄  ..................... viii
圖目錄  ..................... ix

第一章  緒論...................  1
  第一節  研究背景與動機............ 1
  第二節  研究問題與目的............ 4
  第三節  研究範圍與對象............ 8
  第四節  研究貢獻............... 9
  第五節  研究流程............... 10
第二章  文獻回顧................. 12
  第一節  空廚業概況.............. 12
  第二節  顧客、航空公司與空廚之關係...... 14
  第三節  供應商選擇要素............ 19
  第四節  層級分析法之應用........... 32
第三章  研究方法................. 37
  第一節  研究步驟............... 36
  第二節  專家訪談............... 40
  第三節  修正式德菲法調查........... 45
  第四節  層級分析法調查............ 49
  第五節  資料分析方法............. 54
第四章  結果與討論................ 55
  第一節  航空公司選擇空廚之要素........ 55
  第二節  航空公司選擇空廚之比重........ 76
第五章  研究結論與建議.............. 87
  第一節  研究結論............... 87
  第二節  研究建議............... 89
  第三節  研究限制............... 92
附錄A  專家訪談大綱............... 112
附錄B  修正式德菲法問卷............. 114
附錄C  層級分析法問卷.............. 122

表目錄
表 2-1 一般供應商因素之分類............ 20
表 2-2 航空公司選擇空廚之構面與要素歸納表..... 30
表 3-1 專家訪談大綱題目.............. 41
表 3-2 專家訪談之範圍............... 44
表 3-3 隨機指標表................. 52
表 3-4 層級分析法調查之範圍............ 53
表 4-1 專家基本資料................ 56
表 4-2 專家訪談後構面增減表............ 57
表 4-3 專家基本資料................ 64
表 4-4 航空公司選擇空廚構面之平均數、標準差及變異係數
     ..................... 65
表 4-5 產品品質要素之平均數、標準差及變異係數... 66
表 4-6 產品品質要素之相關分析........... 67
表 4-7 服務品質要素之平均數、標準差及變異係數... 69
表 4-8 服務品質要素之相關分析........... 70
表 4-9 運送品質要素之平均數、標準差及變異係數... 71
表 4-10 運送品質要素之相關分析........... 72
表 4-11 供應商信譽要素之平均數、標準差及變異係數.. 73
表 4-12 供應商信譽要素之相關分析.......... 74
表 4-13 買家與供應商關係要素之平均數、標準差及變異係
     數..................... 75
表 4-14 買家與供應商關係要素之相關分析....... 75
表 4-15 專家基本資料................ 78
表 4-16 一致性檢定結果............... 79
表 4-17 整體構面及要素比重排序........... 86

圖目錄
圖 1-1 本研究流程圖.................11
圖 2-1 顧客、航空公司、空廚及供應商之關係圖.....15
圖 2-2 航空公司與空廚之投標流程...........17
圖 3-1 研究步驟...................39
圖 3-2 層級分析法之基本架構.............50
圖 4-1 專家訪談後構面及要素圖............62
圖 4-2 航空公司選擇空廚之構面及要素.........77
圖 4-3 航空公司選擇空廚之各構面比重.........79
圖 4-4 產品品質各構面之比重.............80
圖 4-5 服務品質各要素之比重.............81
圖 4-6 運送品質各要素之比重.............82
圖 4-7 供應商信譽各要素之比重............83
圖 4-8 買家與供應商關係各要素之比重.........84


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