隨著貿易自由化與全球化的來臨,機場儼然成為城市發展核心,其功能不再只是單純的交通轉運站,它已逐成為全球經濟產業連結的樞紐,也是匯集人流與物流的商業重點區域。近年來,政府大力推動自由貿易協定之經貿政策,開放外資直接投資,讓國內產業全面升級,而政府在外交政策上也有很好的突破,除了已爭取近百國相互簽署免簽證或落地簽證的待遇外,開放陸客自由行與日本簽訂開放天空協議皆有助於提升南台灣的觀光產業,適時高雄國際機場將扮演極重要的角色。因此,本研究以高雄國際機場入出境旅客為研究族群,進行問卷調查,探討旅客對機場設施與服務品質的滿意度程度,並針對服務缺失與機場設施提供改善建議,以提升高雄國際機場的服務品質與滿意度。 本研究以高雄國際機場的環境設施與營運現況為基礎,結合相關文獻的探討,作為問卷設計之依據。針對高雄國際機場人員服務品質與機場設施,進行重要性與滿意度調查,總共發放350份問卷,有效回收300份問卷。研究結果顯示,旅客認為「機場人員服務」、「旅客等候時間與航站安全舒適度」、「轉機指引與航班資訊顯示」與「行李運送與航站聯外交通」等四項因素最為重要,滿意度也偏高。在「旅遊相關產業駐場設施」因素,旅客覺得其重要性不是很高,但滿意度卻是很高。而「3C產品網絡服務」因素,旅客則是感覺不是很重要,滿意度偏低。旅客在高雄國際機場之服務與設施方面,認為「班機即時動態與行李服務」與「航站休閒與生活設施」很重要,但是感受卻是不滿意。因此,高雄國際機場應致力於改善航站休閒空間與設施,並加強班機動態與行李服務,以提升機場滿意度。
Because of the globalization and free trade agreements, Airports have become the center to drive cities developments. Its function is not limited to just a form of transportation, it has become a vital link to the rest of the world culturally and economically. In recent years, the Government has been pushing to implement the free trade agreement in Taiwan and opening more investment opportunities to make the country’s industries continue to grow and develop. As part of Taiwan’s free trade agreement, the Government has improved its foreign relations, allowed Taiwanese passport holders’ visa-free entry to more than 100 countries around the world, open tourism to Mainland China, and the “Open Sky” agreement with Japan to improve Southern Taiwan’s tourism industry. Kaohsiung International Airport will play an important role in all of these initiatives; therefore, this assignment is targeted at the passengers travelling through the International Airport via random surveys on their satisfaction levels for the Airport’s facilities and services, and also gives them an opportunity to provide feedback on how to improve the Airport. This assignment is based on the current facilities and operations status for Kaohsiung International Airport together with some relevant references for discussion. On the topic of satisfaction levels regarding staff service and airport facilities, out of 350 random surveys conducted, 300 surveys were successfully received. The result shows that passengers and customers believed that 4 sections from the survey were most important. These sections are “Airport staff service”, “Passenger waiting times and general comfort”, “Transit and information displays”, and “Luggage and airport terminal transportation”. Results show passengers do not regard the “Airport retail stores” as highly important, but still believe they make a big impact, and gave a low rating for the “3C Internet service”. Passengers considered updated “Flight information and luggage service” and “Terminal leisure facilities” as highly important but did not give a satisfied rating. Based on the survey results, Kaohsiung International Airport should focus on improving leisure space and facilities and flights information updates service to improve the passenger satisfaction levels of the airport.