入出國證照查驗自動通關流程服務品質之研究：以松山機場為例

Service Quality of E-Gate：A Case Study of Taipei Songshan International Airport

盧淑美(Shu-Mei Lu)

指導教授 ： 黃一峯

淡江大學/商管學院/公共行政學系公共政策碩士在職專班/碩士(2013年)

https://doi.org/10.6846/TKU.2013.01190

摘要

由於資訊科技發達，促使電子化政府蓬勃發展，目前各國紛紛發展自動通關辦識，以加速旅客通關流程。因應國內外環境趨勢，我國的「入出國證照查驗自動通關系統」（簡稱E-Gate）也於2011年3月29日從金門水頭港開始試營運，2012年元旦正式運作。國際機場是國家的大門，自動通關流程服務品質之良窳，攸關我國國際形象，更關係到民眾福祉，也是政府施政效能的展現。
本研究以松山機場的自動通關流程服務品質進行調查，研究對象為使用自動通關系統之旅客，採取便利抽樣問卷調查，問卷設計以P.Z.B所提出之SERVQUAL量表為架構，再依自動通關流程之服務品質特性加以修改，調查時間為2013年4月15日至4月30日，共計發放350份問卷，回收有效問卷264份，運用SPSS統計套裝軟體，就旅客基本背景、服務品質與整體滿意度等各構面進行信度分析、敘述性統計分析、獨立樣本t檢定、單因子變異數分析、皮爾森積差相關分析及迴歸分析，本研究發現如下：
一、不同基本變項之旅客對於自動通關流程服務品質，在性別、年齡、職業、每月收入及旅行目的上有部分顯著差異。
二、不同基本變項之旅客對於自動通關流程整體滿意度無顯著差異。
三、自動通關流程服務品質與整體滿意度有顯著相關。
四、自動通關流程服務品質對於旅客整體滿意度，在關懷性、可靠性、反應性及有形性構面上有顯著預測能力。

關鍵字

入出國證照查驗自動通關系統 ； 入出國證照查驗自動通關流程 ； 服務品質

並列摘要

As information technology progresses, it stimulates an active growth in the e- government. Now, the international sphere has increasingly invested in the automated clearance identification to expedite a passenger’s process of going through customs. In response to international and domestic trends, Taiwan’s “Immigration Document Inspection Automated Clearance System” (below referred as e-Gate) has started its test run on March 29th2011 at the Kinmen Shueitou harbor and has officially been put to work starting on January 1st 2012. An international airport represents a country’s door, so the service quality of e-Gate process reflects Taiwan’s international image. Such image is closely connected to the well-being of the people and also a demonstration of the governmental performance.
This survey was conducted by distributing questionnaires to the travelers who had used the e-Gate in Songshan Airport to investigate the service quality of e-Gate process. With convenience sampling, the questionnaire was designed under the SERVQUAL structure proposed by P.Z.B., and then altered specifically for the service quality of e-Gate process in accordance to the program’s characteristics. The questionnaires were conducted from April 15th to April 30th in 2013. Total 350 questionnaires were distributed to the respondents, and after data collecting, 264 valid questionnaires were returned. The research analyzed travelers’ background, quality of service, and overall satisfaction by using the SPSS statistical software including reliability analysis, descriptive statistics, independent sample t-test analysis, one-way analysis of variance, Pearson’s correlation and regression analysis. The research results are revealed as following:
1. The variables of travelers’ background information for the service quality of e-Gate process, in terms of gender, age, occupation, monthly income and the purpose of travel have some significant differences.
2. The variables of travelers’ background information for overall satisfaction show no significant differences.
3. It has a significant correlation between the service quality of e-Gate process and overall satisfaction.
4. The service quality of e-Gate process for overall satisfaction, in the dimension of empathy, reliability, responsiveness, and tangibles has a significant predictive ability.

並列關鍵字

e-Gate ； e-Gate process ； Service Quality

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