臺灣博碩士論文加值系統

航空業需以消費者為服務導向，提供旅客方便、快速及安全的運輸服務，以提高服務滿意度並與顧客維持良好長期關係。但即使是優良的航空公司，也難以避免服務期間發生失誤，其中以航班延誤為主要問題，可能會造成嚴重經濟損失。由於空中擁擠、惡劣天氣、飛機故障以及其他因素所造成無法事先預知之航班延誤日益受到重視，且延誤時間難以精準估計，將會對旅客造成一定程度的影響，甚至致使旅客無法順利完成旅次。本研究探討旅客於航班延誤發生時，對於旅客安排機制之偏好選擇，但因旅客對搭機的迫切程度不同，航班也具有時間處理的不確定性，因此，對於後續航班及航空公司選擇具有影響。本研究使用敘述性偏好設計，產生不同情境及方案供旅客選擇，同時考量多種屬性如航班延誤時間、餐食、補償金、座位安排、免費貴賓室及免費飯店等，以了解旅客特性及偏好安排方式，並結合累積展望理論及離散選擇模式了解重要影響屬性及參數異質性。針對搭乘傳統航空公司航班之臺灣籍旅客於桃園機場進行調查約800份問卷。根據模式估計結果顯示，若一個重大的航班延誤發生時，航空公司如希望乘客可以維持搭乘原本所預訂的航班，航空公司宜提供適當的誘因，如免費餐點，而在長途旅行中則可安排免費貴賓休息室和酒店服務。最重要的是與顧客保持良好的長期關係，若原延誤航班無法在短時間內恢復營運，航空公司可以協助高優先乘客搭乘原航空公司的下一班飛機或轉搭至另一家航空公司班次，並提供優惠折扣給願意搭乘商務艙的一般旅客或提供免費商務艙座位給飛行常客。

Airline daily operations are often limited by delay concerns. The duration of flight delay is difficult to accurately estimate and thus, might certainly cause inconvenience to air travelers for completing their trips in punctual manner. The purpose of this study is to identify the travelers’ preference for passenger arrangement mechanisms under flight delay situations. This study uses the stated preference method which considers a set of attributes, including duration of delay, monetary compensation, snacks and beverages, cabin class upgrade, free airport lounges and free hotel, to capture the passengers’ preferences for alternative arrangements. An integrated model is developed using the cumulative prospect theory combined with the discrete choice model that identifies significant attributes. Approximately 800 distributed questionnaires were collected from the Taiwanese air travelers who took the full-service carriers at the Taiwan Taoyuan International Airport. The result showed that if a major flight delay occurs and the airline wish the passengers to stay with the booked flight, the airlines need to maintain a good long-term relationship with their passengers by offering exclusive arrangements, such as free meals and, more importantly, free lounge and hotel service in long-distance travel. If the booked flight cannot resume operation in time, the airline company could assist high priority passengers to take the next flight by the same airline or transfer to another airline. An effective scheme is to offer fare discount to typical passengers who are willing to fly business class and a free grade to frequent flyers.

摘　　要 I
ABSTRACT II
Chapter 1 Introduction 1
1.1　Research Background and Motivation 1
1.2　Research Objectives 3
1.3　Research Methods 6
1.4　Flow Chart 7
Chapter 2 Literature Review 9
2.1　Causes of Airline Flights Delay 9
2.2　Passenger Arrangement of Flight Delay 12
2.3　The Compensation Standards of the Flight Delay 13
2.4　Stated Preference Method 19
2.5　Discrete Choice Model 21
2.6　Cumulative Prospect Theory 23
Chapter 3 Methodology 25
3.1　The Stated Preference Experiment of Passenger Arrangement 25
3.2　Discrete Choice Model and Cumulative Prospect Theory (CPT) 33
3.2.1　Multinomial Logit with CPT 34
3.2.2　Random ParametersMixedLogit (RPL) with CPT 36
Chapter 4　Survey Design and Data 38
4.1　Questionnaire Design 38
4.2　Data Collection and Analysis 38
Chapter 5　Estimation Results 48
5.1　Model Estimations for Medium-distance Travel 48
5.1.1　Results of the MNL combined with CPT Model 48
5.1.2　Results of the RPL combined with CPT Model 52
5.1.3　Model Testing 55
5.2　Model Estimations for Long-distance Travel 56
5.2.1　Results of the MNL combined with CPT Model 56
5.2.2　Results of the RPL combined with CPT Model 61
5.2.3　Model Testing 65
5.3　Sensitivity Analysis 66
5.3.1　Service Recovery Prediction in Medium-distance Travel 66
5.3.2　Service Recovery Prediction in Long-distance Travel 69
5.3.3　Risk Behavior Prediction in Medium-distanceTravel 72
5.3.4　Risk Behavior Prediction in Long-distance Travel 74
5.4　Discussion 76
Chapter 6　Conclusion 78
6.1　Study Results 78
6.2　Contributions 80
6.3　Limitations and Directions for Future Studies 81
REFERENCES 82
Appendix A-Questionnaire 89