跳到主要內容

臺灣博碩士論文加值系統

(44.201.92.114) 您好!臺灣時間:2023/03/31 12:21
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

我願授權國圖
: 
twitterline
研究生:王玥之
研究生(外文):Wang, Yueh-Chih
論文名稱:機場自助報到機知覺價值、滿意度與行為意圖關係之研究
論文名稱(外文):An Empirical Study of Self-Service Check-in Kiosk in the Airport: Perceived Value, Satisfaction, and Behavioral Intention
指導教授:王文弘王文弘引用關係
指導教授(外文):Wang, Wen-Hung
口試委員:蔡豐明謝佳宏
口試委員(外文):Tsai, Feng-MingHsieh, Chia-Hung
口試日期:2020-07-08
學位類別:碩士
校院名稱:國立臺灣海洋大學
系所名稱:航運管理學系
學門:運輸服務學門
學類:運輸管理學類
論文種類:學術論文
論文出版年:2020
畢業學年度:108
語文別:中文
論文頁數:73
中文關鍵詞:自助報到機SOR模型感知價值行為意圖
外文關鍵詞:Self-service Check-in MachineSOR modelPerceived ValueBehavioral Intention
相關次數:
  • 被引用被引用:1
  • 點閱點閱:145
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
目錄
謝辭 I
摘要 II
ABSTRACT III
目錄 IV
表目錄 V
圖目錄 VI
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 2
1.3 研究目的 3
1.4 研究流程 3
第二章 文獻探討 5
2.1 桃園國際機場自助報到機發展過程 5
2.2 自助服務科技 7
2.3 服務品質及科技服務 9
2.4 顧客再次使用意願 13
第三章 研究假說與方法 18
3.1研究架構 18
3.2研究假說 19
3.3問卷設計與抽樣方法 23
3.4研究變數定義與衡量 24
3.5資料分析方法 29
第四章 研究分析與結果 32
4.1 敘述性統計分析 32
4.2 信度與效度分析 39
4.3 結構路徑模型 45
4.4 綜合分析 48
第五章 研究結論與建議 51
5.1研究結論 51
5.2管理意涵 53
5.3後續研究建議 55
參考文獻 56
一、 中文文獻 56
二、 外文文獻 58
三、 網路資料 69
附錄 研究問卷 71

表目錄
表2.2. 1自助服務科技的定義 7
表2.2. 2自助服務科技的發展 8
表2.3. 1服務品質定義 10
表2.3. 2顧客感知價值 11
表2.3. 3 SOR模型 14
表2.4. 1消費者使用感知 15
表2.4. 2對於自助科技使用經驗 16
表3. 1便利性操作型定義與衡量問項 24
表3. 2客製化操作型定義與衡量問項 25
表3. 3安全性操作型定義與衡量問項 25
表3. 4享受度操作型定義與衡量問項 26
表3. 5功能性操作型定義與衡量問項 26
表3. 6感知價值操作型定義與衡量問項 27
表3. 7行為意圖操作型定義與衡量問項 27
表3. 8自助報到機服務的滿意度操作型定義與衡量問項 28
表3. 9對機場設施整體滿意度的滿意度操作型定義與衡量問項 28
表3. 10配適度分類及評估標準 30
表4. 1樣本基本資料結構表 33
表4. 2樣本對於自助報到機使用分析結構分配表 34
表4. 3使用過程便利性衡量問項分析 35
表4. 4航空自助報到機客製化服務衡量問項分析 36
表4. 5安全性衡量問項分析 36
表4. 6旅客使用滿意度衡量問項分析 37
表4. 7自助報到機功能性衡量問項分析 37
表4. 8感知價值衡量問項分析 38
表4. 9行為意圖衡量問項分析 38
表4. 10對自助報到服務的好感度衡量問項分析 39
表4. 11對機場設整體滿意度衡量問項分析 39
表4. 12研究構面信度分析結果 40
表4. 13驗證性因素分析表 41
表4. 14研究構面區別效度分析結果 44
表4. 15整體模式配適度分析表 45
表4. 16研究假設檢定結果 48

圖目錄
圖 一、研究流程圖 4
圖 二、S-O-R模型 13
圖 三、研究架構 18
圖 四、路徑係數圖 46
一、 中文文獻
1. 王怡舜、廖奕雯(2004),「運用模式比較法探討影響消費者行動銀行使用意願之因素,資訊管理展望」,6(2),43-62頁。
2. 余泰魁、楊淑斐和陳慧珠(2003),「網路教學接受度之模式建構-以某科技大學網路教學系統為例」,私立淡江大學。
3. 吳明隆(2009),結構方程模式:AMOS的操作與應用,臺北市:五南出版社。
4. 呂錦隆、凌珮娟(2009),國籍旅客對國際航線自助報到服務之使用意圖研究,運輸學刊,21(3),299-328頁。
5. 李見、龔豔萍、謝菊蘭和陳卓(2020),「哇! 這真酷: 消費者酷感知研究綜述及展望」,外國經濟與管理,42(1)。
6. 李美玲(2011),「桃園國際機場航空旅客自助報到系統使用滿意度之研究」,開南大學大學碩士論文。
7. 洪淑君(2020),「從體驗設計的觀點探討觀光工廠之亮點規劃設計魅力因子-以魔法巧克力城堡為例」,東方設計大學碩士論文。
8. 胡秀蓮 (2020),「從環境友善與擴充計畫行為理論探討消費者對環保商品購買意圖之研究」,東方設計大學碩士論文。
9. 桃園國際機場(2017),桃園國際機場2030發展願景。2017年4月5日,2-12頁。
10. 張定原(2019),「圖書館自助服務經營模式之創新:讀者可及性,方便性的改進」,圖資與檔案學刊,(94),61-91頁。
11. 張偉豪(2011),SEM論文寫作不求人,三星統計發行。
12. 張朝旭(2019) ),「體驗行銷, 品牌形象與顧客滿意度關聯研究-以 IKEA 為例」,朝陽商管評論,17(2),19-38頁。
13. 張曉平、葉冠麟(2020),「排隊美食行為的影響因素與其結果之研究-以大專院校學生為例」,育達科大學報,第48期,303-332頁。
14. 張醒亞(1995),「航空運輸業服務品質、顧客滿意與購買意願因果性關係之研究」,國立雲林技術學院碩士論文。
15. 許原銘(2019),「重型機車改裝行為之研究–以消費全返商業模式為例」,國立屏東大學碩士論文。
16. 陳俊宇(2014),「旅客對於機場自助報到機的接受度」,國立中山大學碩士論文。
17. 陳冠仰、陳柏元、戴有德和巫立宇(2016),「知覺品質,知覺價值與行為意圖關係之研究-交易成本觀點」,臺大管理論叢,27(1),191-224頁。
18. 黃芳銘(2006),結構方程模式理論與應用,136-162頁。
19. 葉明如、徐茂洲(2016),「超級籃球聯賽運動觀賞者行為模式之恆等性檢定─計畫行為理論驗證」,運動教練科學, (41),43-59頁。
20. 劉蓁莉(2019),「雲端先進規劃排程系統架構與建模方法之研究-以車用電子零件業為例」,東海大學碩士論文。
21. 鄭羽真(2014),「以行動可用性與消費者動機探討行動購物意圖」,東吳大學碩士論文。
22. 蕭文龍(2009),多變量分析最佳入門實用書。
23. 蘇鈺婷(2015),「應用程式內購買意圖之研究-以通訊軟體LINE為例」,國立中山大學碩士論文。
24. 蘇黎茹、鄭帆凱(2016),交通部會計處主計月刊,732期。

二、 外文文獻
1. Aaker, D. A. (1991). Managing Brand Equity New York.
2. Ajzen, I. (1991). The theory of planned behavior. Organizational behavior and human decision processes, 50(2), 179-211.
3. Ajzen, I. (1996). The directive influencesof attitudes on behavior. In P. Gollwitzer & J. A. Bargh (Eds.), Psychology of action, 385-403, New York: Guilford.
4. Ajzen, I., and Fishbein, M. (1975). A Bayesian analysis of attribution processes. Psychological bulletin, 82(2), 261.
5. Ajzen, I., and Manstead, A. S. (2007). Changing health-related behaviours: An approach based on the theory of planned behaviour. In The scope of social psychology, 55-76
6. Alam, M. M. D., and Noor, N. A. M. (2020). The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of SOR Paradigm in the Context of Superstores in Bangladesh. SAGE Open, 10(2).
7. Alba, J. W., and Hutchinson, J. W. (1987). Dimensions of consumer expertise. Journal of consumer research, 13(4), 411-454.
8. Albert, S., and Whetten, D. A. (1985). Organizational identity. Research in organizational behavior , 263–295.
9. Albrecht, K. (1992). No eulogies for TQM. The TQM Magazine.
10. Arturo Molina, David Martin-Consuegra and Agueda Esteban(2007). Relational benefits and customer satisfaction in retail banking. International Journal of Bank, 25(4) , 253-21
11. Bagozzi, R. P. (1986). Principles of marketing management. Science Research Associates.
12. Bagozzi, R. P., and Yi, Y. (1988). On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science, 16(1), 74-94.
13. Baker, D. A., and Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of tourism research, 27(3), 785-804.
14. Başar, E., Başar-Eroglu, C., Karakaş, S., and Schürmann, M. (2001). Gamma, alpha, delta, and theta oscillations govern cognitive processes. International Journal of Psychophysiology, 39(2-3), 241-248.
15. Basili, M., & Rossi, M. A. (2020). Platform-mediated reputation systems in the sharing economy and incentives to provide service quality: The case of ridesharing services. Electronic Commerce Research and Applications, 39.
16. Battarbee, K. (2003). Co-experience: the social user experience. In CHI'03 extended abstracts on Human factors in computing systems , 730-731.
17. Behnam, M., Sato, M., Baker, B. J., Delshab, V., & Winand, M. (2020). Connecting Customer Knowledge Management and Intention to Use Sport Services Through Psychological Involvement, Commitment, and Customer Perceived Value. Journal of Sport Management, 1(aop), 1-13.
18. Belk, R. W. (1975). Situational variables and consumer behavior. Journal of Consumer research, 2(3), 157-164.
19. Bellman, S., Lohse, G. L., and Johnson, E. J. (1999). Predictors of online buying behavior. Communications of the ACM, 42(12), 32-38
20. Benet-Martínez, V., and John, O. P. (1998). Los Cinco Grandes across cultures and ethnic groups: Multitrait-multimethod analyses of the Big Five in Spanish and English. Journal of personality and social psychology, 75(3), 729.
21. Broeder, P., and Wildeman, N. (2020). The Colour Red for Emotion in Cross-Cultural E-Commerce. Eurasian Journal of Business and Economics, 13(25), 75-89.
22. Bogicevic, V., Bujisic, M., Bilgihan, A., Yang, W., and Cobanoglu, C. (2017). The impact of traveler-focused airport technology on traveler satisfaction. Technological Forecasting and Social Change, 123, 351-361.
23. Brown, S. W., Cowles, D. L., and Tuten, T. L. (1996). Service recovery: its value and limitations as a retail strategy. International Journal of Service Industry Management,7(5), 32–46.
24. Browne, M. W., and Cudeck, R. (1993). Alternative Ways of Assessing Model Fit, in Bollen, K. A., and Long, J. S. (Eds.), Testing Structural Equation Models, 136-162. Newbury Park, California: Sage
25. Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of marketing research, 2(3), 244-249.
26. Chang, H. J., Cho, H. J., Turner, T., Gupta, M., Watchravesringkan, K. (2015). Effects of store attributes on retail patronage behaviors. Journal of Fashion Marketing and Management, 19(2), 136–153.
27. Chen, L., Li, Y. Q., and Liu, C. H. (2019). How airline service quality determines the quantity of repurchase intention-Mediate and moderate effects of brand quality and perceived value. Journal of Air Transport Management, 75, 185-197.
28. Cronin Jr, J. J., Brady, M. K., and Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2), 193-218.
29. Curran, J. M., and Meuter, M. L. (2005). Self‐service technology adoption: comparing three technologies. Journal of services marketing, 19 (2), 103-113.
30. Da Silveira, G., Borenstein, D., and Fogliatto, F. S. (2001). Mass customization: Literature review and research directions. International journal of production economics, 72(1), 1-13.
31. Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. International Journal of research in Marketing, 13(1), 29-51.
32. Dabholkar, P. A., & Bagozzi, R. Michelle Bobbitt, and Eun-Ju Lee (2003),“Understanding consumer motivation and behavior related to self-scanning in retailing: Implications for strategy and research on technology-based self-service,”. International Journal of Service Industry Management, 14(1), 59-95.
33. Dabholkar, P. A., and Dunlap, B. J. (1990). Developments in Marketing Science. Journal of the Academy of Marketing Science, 483-487.
34. Dai, Y. D., Chen, K. Y., and Mattila, A. S. (2010). The effect of perception process and consumer involvement on repurchase intention for travel products, 23(1), 53-83.
35. Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340.
36. Dennis, C., Merrilees, B., Manganari, E. E., Siomkos, G. J., and Vrechopoulos, A. P. (2009). Store atmosphere in web retailing. European Journal of Marketing, 43(9), 1140-1153.
37. Duhachek, A., and Iacobucci, D. (2005). Consumer personality and coping: Testing rival theories of process. Journal of Consumer Psychology, 15(1), 52-63.
38. Eastlick, M. A. (1996). Consumer intention to adopt interactive teleshopping. Report-Marketing science institute, 96-113.
39. Eggert, A., and Ulaga, W. (2002). Customer perceived value: a substitute for satisfaction in business markets?. Journal of Business and industrial marketing.
40. Elliott, K. M., and Hall, M. C. (2005). Assessing Consumers' propensity to embrace self-service technologies: Are there gender differences?. Marketing Management Journal, 15(2) , 98-107.
41. Engriani, Y., Permatasari, M., Abror, A., and Patrisia, D. (2019). The link between service quality, corporate image and behavioral intention: Satisfactionas an intervening variable. International Journal, 2(8), 119-131.
42. Eroglu, S. A., Machleit, K. A., and Davis, L. M. (2003). Empirical testing of a model of online store atmospherics and shopper responses. Psychology and marketing, 20(2), 139-150.
43. Famiyeh, S., Asante-Darko, D., and Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector. International Journal of Quality and Reliability Management, 35(8), 1546–1567.
44. Fishbein, M., and Ajzen, I. (1980). Predicting and understanding consumer behavior: Attitude-behavior correspondence. Understanding attitudes and predicting social behavior, 148-172.
45. Fiske, S. T. (1982). Schema-triggered affect: Applications to social perception. In Affect and cognition: 17th Annual Carnegie Mellon symposium on cognition, 55-78. Hillsdale: Lawrence Erlbaum.
46. Flavián, C., Guinalíu, M., and Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information and management, 43(1), 1-14.
47. Forlizzi, J., and Ford, S. (2000). The building blocks of experience: an early framework for interaction designers. In Proceedings of the 3rd conference on Designing interactive systems: processes, practices, methods, and techniques , 419-423.
48. Fornell, C., and Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
49. Gale, B., Gale, B. T., and Wood, R. C. (1994). Managing customer value: Creating quality and service that customers can see, 158-166.
50. Gaski, J. F., and Nevin, J. R. (1985). The differential effects of exercised and unexercised power sources in a marketing channel. Journal of marketing research, 22(2), 130-142.
51. Giovanis, A., and Tsoukatos, E. (2017). An integrated model of the effects of service evaluation, corporate image, and switching barriers on customer loyalty. Journal of Transnational Management, 22(1), 4-24.
52. Globerson, S., and Maggard, M. J. (1991). A conceptual model of self‐service. International Journal of Operations and Production Management, 11(4), 33-43.
53. Goldman, A. J., Cox, R. G., and Brenner, H. (1967). Slow viscous motion of a sphere parallel to a plane wall—I Motion through a quiescent fluid. Chemical engineering science, 22(4), 637-651.
54. Gopinath, M., and Nyer, P. U. (2009). The effect of public commitment on resistance to persuasion: The influence of attitude certainty, issue importance, susceptibility to normative influence, preference for consistency and source proximity. International Journal of Research in Marketing, 26(1), 60-68.
55. Gronroos, C. (1982). An applied service marketing theory. European Journal of Marketing, 16(7), 30–41.
56. Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., and Tatham, R. L. (1998). Multivariate Data Analysis. Upper Saddle River, New Jersey: Prentice Hall.
57. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003). Customer repurchase intention. European journal of marketing, 37(11), 1762–1800.
58. Hempel, D. J. (1977). Customer Satisfaction with the Home Buying Process: Conceptualization and Measurement. The conceptualization of Consumer Satisfaction and Dissatisfaction, 7-8.
59. Howard, J. Y. S., and Sheth, Jagdish N. (1969). The Theory of Buyer Behavior. New York.
60. Hsiao, C. H., and Tang, K. Y. (2015). Investigating factors affecting the acceptance of self-service technology in libraries. Library Hi Tech, 33(1), 114-133.
61. Ikhsan, R. B., and Prabowo, H. (2019). Behavioral Intentions as an Impact of Customer Satisfaction In Retail Banking.
62. Janda, S., Trocchia, P. J., and Gwinner, K. P. (2002). Consumer perceptions of Internet retail service quality. International journal of service industry management, 13(5), 412-431.
63. Jasper, K. L. (2005). The Doris Duke Program in Scope and Sequence. Journal of the Southwest, 153-164.
64. Joewono, T. B., and Kubota, H. (2007). User satisfaction with paratransit in competition with motorization in Indonesia: anticipation of future implications. Transportation, 34(3) Kao, T. F., and Du, Y. Z. (2020)
65. Jost, P. J., and Süsser, T. (2020). Company-customer interaction in mass customization. International journal of production economics, 220, 107454.
66. Kao, T. F., and Du, Y. Z. (2020). A study on the influence of green advertising design and environmental emotion on advertising effect. Journal of Cleaner Production, 242.
67. Kelly, P., Lawlor, J., and Mulvey, M. (2010). A review of key factors affecting consumers’ adoption and usage of self-service technologies in tourism. In THRIC Conference, Shannon, 15-16.
68. Kim, J. H., and Park, J. W. (2019). The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model. Sustainability, 11(19).
69. Kim, M. J., Chung, N., and Lee, C. K. (2011). The effect of perceived trust on electroniccommerce: Shopping online for tourism products and services in South Korea.Tourism Management, 32 (2), 256-265.
70. Kim, S. S., and Malhotra, N. K. (2005). A longitudinal model of continued IS use: An integrative view of four mechanisms underlying postadoption phenomena. Management science, 51(5), 741-755.
71. Kim, Y. G., and Li, G. (2009). Customer satisfaction with and loyalty towards online travel.products: A transaction cost economics perspective. Tourism Economics, 15 (4), 825-846
72. Kim, Y. J., Chun, J. U., and Song, J. (2009). Investigating the role of attitude in technology acceptance from an attitude strength perspective. International Journal of Information Management, 29(1), 67-77.
73. Koo, D. M., and Ju, S. H. (2010). The interactional effects of atmospherics and perceptual curiosity on emotions and online shopping intention. Computers in Human Behavior, 26(3), 377-388.
74. Kotler, P. (1994). Marketing Management, Englewood Cliffs. Jersey, USA.
75. Kotler, P. (2003). Marketing insights from A to Z: 80 concepts every manager needs to know. John Wiley and Sons.
76. Lai, F., Griffin, M., and Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of business research, 62(10), 980-986.
77. Lam, S. Y., Shankar, V., Erramilli, M. K., and Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-to-business service context. Journal of the academy of marketing science, 32(3), 293-311.
78. Lam, T., and Hsu, C. H. (2006). Predicting behavioral intention of choosing a travel destination. Tourism management, 27(4), 589-599.
79. Lee, J., and Allaway, A. (2002). Effects of personal control on adoption of self‐service technology innovations. Journal of Services marketing, 16, 553-572.
80. Lee, S. H., Kim, Y. P., Hemmington, N., and Yun, D. K. (2004). Competitive service quality improvement (CSQI): a case study in the fast‐food industry. Food Service Technology, 4(2), 75-84.
81. Liljander, V., Gillberg, F., Gummerus, J., and Van Riel, A. (2006). Technology readiness and the evaluation and adoption of self-service technologies. Journal of Retailing and Consumer Services, 13(3), 177-191.
82. Lovelock, C. H. (1991). Understanding costs and developing pricing strategies. Services Marketing, New York: Prentice Hall, 236-246.
83. Lucia-Palacios, L., Pérez-López, R., and Polo-Redondo, Y. (2020). How situational circumstances modify the effects of frontline employees’ competences on customer satisfaction with the store. Journal of Retailing and Consumer Services, 52.
84. Mallikraj, S. V., and Alagarsamy, S. (2020). Relationship among Brand Equity Determinants: The Moderating Role of Product Involvement. development, TEST: Engineering and Management, 6327-6330.
85. Mao, M. (2020). The factors influencing customer satisfaction on may’s garden house restaurant in Bangkok.
86. Mehrabian, A., and Russell, J. A. (1974). An approach to environmental psychology. the MIT Press.
87. Meuter, M. L., Bitner, M. J., Ostrom, A. L., and Brown, S. W. (2005). Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies. Journal of marketing, 69(2), 61-83.
88. Meuter, M. L., Ostrom, A. L., Roundtree, R. I., and Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of marketing, 64(3), 50-64.
89. Mingione, M., Cristofaro, M., and Mondi, D. (2020). 'If I give you my emotion, what do I get?'Conceptualizing and measuring the co-created emotional value of the brand. Journal of Business Research, 109, 310-320.
90. Mulaik, S. A., James, L. R., Van Alstine, J., Bennett, N., Lind, S., and Stilwell, C. D. (1989). Evaluation of goodness-of-fit indices for structural equation models. Psychological bulletin, 105(3), 430.
91. Mummalaneni, V. (2005). An empirical investigation of web site characteristics, consumer emotional states and on-line shopping behaviors. Journal of Business Research, 58(4), 526-532.
92. Nguyen, N. X., Nguyen, D. T., Suseno, Y., & Bui Quang, T. (2020). The flipped side of customer perceived value and digital technology in B2B professional service context. Journal of Strategic Marketing, 1-21.
93. Nguyen, N., and LeBlanc, G. (1998). The mediating role of corporate image on customers’ retention decisions: an investigation in financial services. International journal of bank marketing, 16(2), 52–65.
94. Notani, A. S. (1998). Moderators of perceived behavioral control's predictiveness in the theory of planned behavior: A meta‐analysis. Journal of consumer psychology, 7(3), 247-271.
95. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill
96. Nunnally, J. C., and Bernstein, I. H. (1967). McGraw-Hill series in psychology. Psychometric theory. New York, NY, US: McGraw-Hill.
97. Oliver, R. L. (1981). What is customer satisfaction. Wharton Magazine, 5(3), 36-41.
98. Oliver, R. L., Rust, R. T., and Varki, S. (1997). Customer delight: foundations, findings, and managerial insight. Journal of retailing, 73(3), 311.
99. Osakwe, C. N. (2019). Understanding customer-perceived quality in informal stores. Journal of Services Marketing, 33(2), 133–147.
100. Paiz, N. A. M., Ali, M. H., Abdullah, A. R., and Mansor, Z. D. (2020). The Effects of Service Quality on Satisfaction and Purchase Intention in Mobile Commerce. International Journal of Business and Management, 15(4).
101. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
102. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12–40.
103. Ranganathan, C., and Ganapathy, S. (2002). Key dimensions of business-to-consumer web sites. Information and Management, 39(6), 457-465.
104. Regan, W. J. (1963). The service revolution. Journal of marketing, 27(3), 57-62.
105. Roberts, M. L., and Wortzel, L. H. (1979). New life-style determinants of women's food shopping behavior. Journal of Marketing, 43(3), 28-39.
106. Rostworowski, A. (2012). Developing the intelligent airport. Journal of Airport Management, 6(3), 202-206.
107. Roy, S.K., Singh, G., Hope, M., Nguyen, B. and Harrigan, P., (2019). The rise of smart consumers: role of smart servicescape and smart consumer experience co-creation. Journal of Marketing Management, 35(15-16), 1480-1513.
108. Rubinoff, R. (2004). How to quantify the user experience. Design and UX.
109. Russell, J. A., and Mehrabian, A. (1974). Distinguishing anger and anxiety in terms of emotional response factors. Journal of consulting and clinical psychology, 42(1), 79.
110. Sabatová, J., Galanda, J., Adamčík, F., Jezný, M., and Šulej, R. (2016). Modern trends in airport self check-in kiosks. MAD-Magazine of Aviation Development , 4 (20), 10-15.
111. Schmid, B., Dratva, R., Kuhn, C., Mausberg, P., Meli, H., and Zimmermann, HD (1995). Electronic Mall: banking and shopping in global network, 33-94. Stuttgart: Teubner.
112. Schnake, M. E., Dumler, M. P., Cochran, D. S. ., and Barnett, T. R. (1990). Effects of differences in superior and subordinate perceptions of superiors' communication practices. The Journal of Business Communication (1973), 27(1), 37-50.
113. Stroud III, J. W., and Dodds, J. F. (1991). U.S. Patent No. 5,062,785. Washington, DC: U.S. Patent and Trademark Office.
114. Sujan, M. (1985). Consumer knowledge: Effects on evaluation strategies mediating consumer judgments. journal of Consumer Research, 12(1), 31-46.
115. Tan, B. C., and Lau, T. C. (2011). Green purchase behavior: Examining the influence of green environmental attitude, perceived consumer effectiveness and specific green purchase attitude. Australian Journal of Basic and Applied Sciences, 5(8), 559-567.
116. Toffler, A.(1970). Future Shock. Bantam, New York.
117. Ul Hassan, M., Iqbal, M. S., and Habibah, U. (2020). Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector. SAGE Open, 10(2) , 1-19.
118. Venkatesh, V., and Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management science, 46(2), 186-204.
119. Venkatesh, V., Morris, M. G., Davis, G. B., and Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS quarterly, 425-478.
120. Walker, R. H., Craig‐Lees, M., Hecker, R., and Francis, H. (2002). Technology‐enabled service delivery. International Journal of service Industry management, 13(1), 91-106.
121. Walton, G., Childs, S., & Blenkinsopp, E. (2005). Using mobile technologies to give health students access to learning resources in the UK community setting. Health Information & Libraries Journal, 22, 51-65.
122. Wang, J., and Namen, J. (2004). Customer Adoption of technology-based self-service: A case study on airport self check-in service.
123. Wang, W., and Benbasat, I. (2007). Recommendation agents for electronic commerce: Effects of explanation facilities on trusting beliefs. Journal of Management Information Systems, 23(4), 217-246.
124. Woodruff, R. B. (1997). Customer value: the next source for competitive advantage. Journal of the academy of marketing science, 25(2), 139.
125. Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of marketing, 52(3), 2-22.
126. Zeithaml, V. A., Berry, L. L., and Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of marketing, 52(2), 35-48.
127. Zeithaml, V. A., Berry, L. L., and Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.
128. Zeithaml, V. B., and Bitner, M. (1996). Services Marketing. Integrating Customer Focus.
129. Zourrig, H., Chebat, J. C., and Toffoli, R. (2009). Consumer revenge behavior: a cross-cultural perspective. Journal of Business Research, 62(10), 995-1001.

三、 網路資料
1. ETtoday旅遊雲,2017年11月29日,取自https://travel.ettoday.net/article/1049781.htm
2. ETtoday旅遊雲,2018年12月20日,取自https://travel.ettoday.net/article/1278824.htm
3. IATA Asia-Pacific 20 Year Forecast,(2018) 取自https://www.iata.org/en/about/worldwide/asia_pacific/Asia-Pacific-20-Year-Forecast/
4. IATA Fast Travel,(2019) 取自https://www.iata.org/en/programs/passenger/fast-travel/
5. IATA Passenger experience,(2018) 取自https://www.airlines.iata.org/news/gps-2018-passengers-seek-seamless-travel
6. IATA Simplifying the Business,(2010) 取自http:www.iata.org/whatwedo/stb
7. IATA Takes Giant Steps Forward to Simplify the Business,(2005) 取自https://www.iata.org/en/pressroom/pr/2005-05-30-04/
8. IATA新聞稿,(2020) 取自https://www.iata.org/contentassets/12851812b6e6455eb8363726eb326fef/2020-02-06-01-cn.pdf
9. Tripress旅遊咖,2020年01月14日,取自 https://www.tripresso.com/blog/2020/01/桃園機場-攻略/
10. UK Essays Self-service technology (2018)取自 https://www.ukessays.com/essays/education/self-service-technology.php
11. 中國民航網,2020年01月15日, 取自http://www.caacnews.com.cn/1/88/202001/t20200115_1290366.html
12. 民航資源網,2018年10月16日,取自 https://kknews.cc/zh-tw/news/apj9rbj.html
13. 交通部,2018年12月18日,取自https://www.motc.gov.tw/ch/home.jsp?id=14&parentpath=0,2&mcustomize=news_view.jsp&dataserno=201812180008&toolsflag=Y
14. 桃園國際機場,2020年1月21日,取自 https://www.taoyuan-airport.com/main_ch/docdetail.aspx?uid=147&pid=146&docid=39280
15. 新浪航空,2012年03月05日,取自 http://sky.news.sina.com.cn/2012-03-05/143413752.html
16. 數位時代,2008年10月01日,取自 https://www.bnext.com.tw/article/11569/BN-ARTICLE-11569



電子全文 電子全文(網際網路公開日期:20230721)
連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊