臺灣博碩士論文加值系統

航空公司除了提供顧客載運的服務之外，另一項重點是如何增加本身之附加價值，增加與旅客的連結度，以提高旅客忠誠度。航空公司貴賓室，提供舒適的桌椅沙發、美食、飲料、報章雜誌，甚至提供按摩座椅等設施，讓舟車勞頓的貴賓及旅途勞累的轉機貴賓，得到一個優雅、幽靜的休憩環境。貴賓室的設立不僅讓旅客有尊榮的感受，也成功締造企業品牌形象，為航空公司建立旅客忠誠度的一大秘密武器。
資訊科技的應用範圍愈來愈廣泛，企業在採用資訊系統應用時，應思考如何有效地導入當代流行的資訊科技，讓員工容易使用且願意使用新導入的資訊系統，增加工作績效並提升服務品質，進而增加企業品牌形象，留住有價值的顧客。
本論文利用質化訪談法對航空公司員工進行訪談，透過服務品質、服務創新、科技接受度模式及顧客關係管理等理論，探究在航空公司機場貴賓室內，導入新創資訊科技以及生物辨識系統，輔助服務人員在提升工作效率、改善服務品質，對於航空公司貴賓室之顧客經驗，是否有備受尊榮的感受，以提高企業競爭力。

In addition to providing passengers with the carrying services, what important is how to increase the additional value of the airlines to increase the connection with the passengers to improve passenger loyalty. The airline VIP lounge offers comfortable tables and chairs with couches, gourmet drinks for free, newspapers and magazines, they even offers massage chairs and other facilities to provide rush passengers or tired transit passengers with an elegant and tranquil environment to take a break. The establishment of the VIP lounge not only allows passengers to have the feeling of honor, but also successfully create a corporate brand image for the airlines to build passenger loyalty.
Since the usage of the information technology is becoming more and more extensive, when considering the adoption of the information technology in the enterprise, it is important to think how to import contemporary information technology effectively for the company staffs are willing to use and easy to use it to increase job performance and improve service quality. Moreover, it will increase the corporate brand image and retain the valuable customers.
In this paper, we interviewed some Airlines staffs by Qualitative interview method through the theories of service quality, service innovation, technology acceptance model and customer relationship management to explore of the customers experiences in the Airlines airport VIP lounge, to apply the new information technology and biological identification system to assist to improve the service personnel in work efficiency and service quality, whether the customers feel privileged of the service and thus enhance the Airlines market competitiveness.

摘 要 i
ABSTRACT ii
誌 謝 iv
目 錄 vi
圖目錄 viii
表目錄 ix
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機與目的 4
1.3 研究流程 6
第二章 文獻探討 7
2.1 資訊科技的定義 7
2.2 服務的定義 8
2.3 品質的定義 12
2.4 創新的定義 14
2.5 服務品質的定義 17
2.6 服務創新的定義 20
2.7 科技接受度模式的定義 22
2.8 顧客關係管理的定義 25
2.9 生物辨識科技簡介 28
第三章 研究方法 31
3.1 研究架構 31
3.2 研究變數定義 32
3.3 研究方法 35
第四章 產業介紹與個案分析 37
4.1 航空產業定義及我國民用航空產業概況 37
4.2 航空公司貴賓室使用概況 40
4.3 訪談議題設計 46
4.4 訪談結果 48
第五章 研究結論與建議 55
5.1 研究結論 55
5.2 實務建議 56
5.3 研究限制與未來研究建議 57
參考文獻 59

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