聽覺障礙者使用航空運輸滿意度之調查研究

A Study of Service Satisfaction of Hearing-impaired Passengers toward Airports and on Aircrafts

張玉君(Yu-Chun Chang) ； 翁敬閔(Ching-Ming Weng)

《身心障礙研究季刊》 5卷4期 (2007/12) Pp. 226-240

https://doi.org/10.30072/JDR.200712.0001

摘要

近十年來我國隨著科技的進展、經濟的繁榮、教育的普及、生活品質的提升與社會的多元化，使得身障團體對自身權益之保障有了新的體認，越來越多的弱勢族群積極地參與社會活動。除此之外，在身心障礙人口數逐年攀升之下，先進國家越來越重視社會福利措施的落實，並開始將無障礙設施列為交通運輸建設重要指標之上。綜此，本研究針對身心障礙者中少見之聽覺障礙者進行航空運輸需求特性之探討，結合學理與實務意見強化無障礙航空運輸設施之研究能量。在研究設計方面，首先藉由相關規定以及無障礙設施調查探討現況問題，並利用重要度滿意度分析(Importance-Performance Analysis)設計航空運輸無障礙設施評估量表，再至社會福利單位進行聽覺障礙者訪問調查，以確切了解聽覺障礙者使用航空運輸之需求缺口。最後，結合重要度滿意度分析成果與旅客意見提出漸進式改善建議。研究結果發現聽覺障礙者對航空運輸無障礙設施之重要程度前三名包括班機取消延誤的資訊發佈、機上空服人員的溝通方式、聯外運輸工具方向指引標誌清楚，而滿意程度前三名包括班機資訊看板顯示清楚、報到櫃檯人員服務態度、機場內設施方向指引標誌清楚。最後綜合重要度和滿意度的分析，本研究提出聽覺障礙旅客使用航空運輸之改善建議，並依改善時程分為首要改善、次要改善與持續改善方案，其中首要改善方案包括班機取消延誤的資訊發佈為航空業者或政府管轄單位應優先改善以提升其滿意度之項目。

關鍵字

重要度滿意度分析 ； 航空運輸國際線 ； 無障礙設施 ； 聽覺障礙者

並列摘要

This study evaluates the need of services of a segment of people with disabilities by examining the perception and satisfaction of air transportation services in a sample of persons with hearing-impairment. First, a research team reviews pertinent literature and accessibility regulations, consults with subject matters experts, and investigates levels of barrier-free environments in the air transportation industry. Second, information gathered from interviews and literature reviews is used to construct the survey. This study applies a technique, Importance-Performance Analysis (IPA), to simultaneously consider both the importance and performance dimensions to evaluate strategies and make resource allocation recommendations. For the reliability and validity of the questionnaire, reliability of facility services importance and satisfaction degree of personal hearing-impaired has already reach ＜||＞can believe very much＜||＞ level, validity level reach ＜||＞very valid＜||＞. This is show that an investigation has reference value. The top three of air transportation barrier-free facilities satisfaction degree for the hearing-impaired included releasing information of cancel flight or flight delay, communication way with the cabin crew, sign board for surface transport to be clear; The top three of air transportation barrier-free facilities satisfaction degree for the hearing-impaired included the flight information board demonstration is clear, check in counter staff attitude in attending to customer, sign board for airport facilities indicates clearly。Finally, synthesize the importance and satisfation part, primary findings reveal an immediate need to improve releasing information of cancel flight or flight delay. As resources become available, secondary recommendations and other suggestions are, also, presented for consideration. It is hoped that the transportation agency would implement these recommendations in order to maintain a barrier-free international airport and provide higher standard of quality air transportation services.

並列關鍵字

Barrier-free environment ； individuals with hearing-impairment ； international flight ； Importance-Performance Analysis IPA

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