臺灣博碩士論文加值系統

在當今世界航空業提供的服務質量取決於多少標準。由於放鬆管制和航空公司的選擇，航空業已經變得非常有競爭力。因此，提供較高的服務質量和建立良好的關係是一個企業生存和競爭力的關鍵動力是一個多維度的概念。本文的主要目的是檢驗乘客對不同航空公司提供的服務質量的滿意度。因此，目的是確定影響任何國際航空公司旅行的乘客體驗的具體屬性。為了實現這一目標，需要分析國際乘客對不同屬性的看法。因此，本論文將通過應用基於DEMATEL的ANP（DANP）和灰色關係來重點關注決策過程的組成部分。
我們的研究結果表明，最有影響力的維度是可靠性和響應性，其中最重要的標準是“合理票價”。業績分析顯示，國泰航空是服務質素最好的航空公司。

In todays world service quality provided by airline industry depends and varies on so many criteria. Airline industry has become very competitive due to the deregulation and airlines choices. Therefore, providing high service quality and building strong relationship are the key drivers of one companys survival and competitiveness is a multidimensional concept. The main goal of this thesis is to examine the satisfaction of passengers on service quality provided by different airlines. So, the objective is to determine specific attributes that affect the passengers experience travelling by any international airlines. To achieve this goal an analysis of international passengers perspective on different attributes is needed. Therefore this thesis will focus on the components of the decision making process through an application of the DEMATEL-based ANP (DANP) and grey relation.
Our results indicated that the most influential dimension is reliability and responsiveness, where the most important criterion is “rational ticket price”. The performance analysis shows that Cathay Pacific is the best airlines in terms of service quality.

ABSTRACT …...…………………………………………………………………………….... i
ACKNOWLEDGEMENTS …..…………………………………………………………….... ii
LIST OF FIGURES ….…………………………………………..………………………….. iv
LIST OF TABLES …..………………………………………………………………………...v
CHAPTER 1 INTRODUCTION …...…………………………………………………………1
1.1 Backgrounds and motivations.…………………………………………...1
1.2 Research Objectives…….………………………………………………..3
1.3 Methodology….………….…………………………...………………….4
1.4 Research Flow of Thesis...….…………………………………………….6
CHAPTER 2 LITERATURE REVIEW ……………………………………………………… 7
2.1 Service Quality……………….………................…………………….....7
2.2 Customer Behaviour……………….…….…………..………….……….9
2.3 Customer Satisfaction……....……………..…………..………….……...9
2.4 Relationship between Service Quality and Customer Satisfaction…….12
2.5 Customer satisfaction with airlines service ........…………...….....…....14
CHAPTER 3 METHODOLOGY …..……………………………...………………………...16
3.1 Introduction.……………………………………...………………….....16
3.2 Clustering of Attributes…...…………………………………………....16
3.3 Mathematical background…...…………………………………………18
CHAPTER 4 ANALYSIS AND RESULTS…….....…………………………………….……23
4.1 Data collection procedure……..…………...…………………….…….23
4.1.1 Questionnaires………………..………….………………….……….23
4.1.2 Data collection………………..………………………….…………..25
4.2 Data analysis……………………..….…………………….…………...26
4.2.1 Background of the Respondents……..……….………....…...…........26
4.2.2 Using DANP to evaluate criteria and weight …..…………………....27
4.2.3 Using Grey Relation method to evaluate the customer satisfaction
and ranking………………..…………………………….………….36
4.3 Discussion and management implications……..………….….………..38
CHAPTER 5 CONCLUSIONS, LIMITATIONS AND FUTURE WORK…..………............40
5.1 Conclusions………….…………………………..…………….….........40
5.2 Limitations and Future work………….………..…………...………….40
REFERENCES…………………………………………………..….………………...….......42

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