過去有關機場服務品質的研究多以探討服務品質構面或衡量旅客滿意度為主,缺乏從品質風險觀點探討機場服務品質的缺失,亦較少有應用「創意問題解決理論」(Theoria Resheneyva Isobretatelskehuh Zadach, TRIZ)方法探討機場服務品質改善策略的研究。本研究結合品質風險評估與TRIZ方法來探討機場服務品質改善策略,其中亦運用Kano模式、重要度績效分析以及失效模式與效應分析來建構品質風險評估模式。本研究以網路問卷針對曾到訪桃園機場之旅客進行資料蒐集。研究結果顯示,機場品質風險係數較高者為機場的報到手續、引導標誌、航班資訊與聯外交通便利性。接著透過TRIZ方法針對五個品質風險較高之項目提出創新改善作法,包括「強化智慧化報到系統」、「增設性別友善廁所」、「設置室內導航服務」、「多元航班資訊提供」以及「增設入境引導標誌與共乘區域」。最後,除針對機場服務品質討論管理意涵外,亦提出後續研究建議。
Previous studies on airport service quality have been focused on exploring the dimensions of service quality or measurements of passengers' satisfaction. There is a lack of discussion on the failure of airport service quality from the perspective of quality risk, and there are few studies that apply the Theoria Resheneyva Isobretatelskehuh Zadach (TRIZ) method to discuss improvement strategies of airport service quality. This study applied quality risk evaluation and TRIZ method to explore the improvement strategies of airport service quality. The model of quality risk evaluation is derived from the Kano model, importance-performance analysis, and failure mode and effects analysis (FMEA). Data were collected through online questionnaires administered to the passengers who have been Taoyuan International Airport. The results show that check-in procedures at the airport, leading marks, flight information offering, and accessibility of airport have higher quality risk than others. Moreover, this study proposed innovative improvement ways toward five attributes with high quality risks through TRIZ method. The improvement ways include enhancing intelligent check-in system, adding all gender restroom, setting up indoor navigation service system, providing flight information in a variety of ways, and adding entry guidance signs and car-sharing zones. Finally, this study also proposes some managerial implications and offers suggestions for the future study.