中正機場公民營航空貨運站服務品質之研究

近年來，政府陸續開放中正機場航空倉儲業民營化及頒定亞太營運中心計畫。航空貨運站服務品質之良窳，乃攸關業者生存及亞太營運中心執行成敗。本研究參酌PZB服務品質衡量模式，以報關業者為問卷調查對象，衡量分析比較中正機場公民營航空貨運站的服務品質，並找出影響服務品質之關鍵因素，實證分析結果顯示，公營航空貨運站之服務品質較民營業者為差。本研究以因素分析法精簡出三個服務品質之因素構面，形成「有形可靠→關懷體恤→反應保證」的服務品質執行迴圈，提供業者提升服務品質之指導方針。並針對業者本身具有之優劣勢，提出對政府與業者之相關建議，期盼經由提升服務品質，增強國際競爭力，促進經貿發展。

關鍵字

服務品質；亞太營運中心； PZB模式

並列摘要

In recent years, deregulation of the Chiang-Kai-Shek International Airport aircargo warehouse industry and the Asia-Pacific Regional Operations Center plan were launched. The service quality of aircargo terminals is crucial to the survival of the warehouse industry and the success of the operations center project. Basid upon the PZB's model of service quality measurement, this study takes customs brokers as sample frame for assessing the service quality of public verses private aircargo terminals. This empirical study found that the service quality of the public terminal is inferior to that of the private ones. Factor analysis is used to identify three dimensions of service quality factors which constitute the operational loop of service quality-"Tangibles/Reliability→Empathy→Responsiveness/Assurance". This loop may serve as a guideline for improving service quality at the aircargo warehouse industry. strength and weakness of each aircargo terminal, suggestions for both the government and warehouse industry are provided.

並列關鍵字

Service Quality ； Asia-Pacific Regional Operations Center ； PZB Model

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