機場服務品質及滿意度之研究： 以台北松山機場為例

Service Quality and Customer Satisfaction : A Case of Taipei Shonshan Airport

胡成原(Cheng-Yuan Hu)

指導教授 ： 黃一峯

共同指導教授 ： 邱志淳(Jhih-Chun Ciou)

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(2014年)

https://doi.org/10.6846/TKU.2014.00982

摘要

隨著地球村時代的來臨，環遊世界近在咫尺，民眾不論公務或旅遊出國次數增加，在出入各國機場相關服務比較之下，個人感受必然有所不同及對國內機場有所期待及要求，對國內機場各項服務品質及滿意度亦隨之提升。
然而，在政府將規劃台北松山機場營造為「東北亞黃金航圈」政策下，松山機場能否達成未來挑戰及任務，提升未來競爭力的想法趨動下，遂興起研究者以台北松山機場為背景，進而探討使用者對於台北松山機場服務品質及滿意度之動機，企圖為台北松山機場之未來找到定位及改進之方向，以提供管理單位營運參考，使台北松山機場得以晉升為一座能提供安全、舒適、便捷、科技及現代化的首都國際機場

關鍵字

服務品質 ； 滿意度 ； 松山機場

並列摘要

With the advent of the Age of Global Village, traveling the world is within the reach of average citizens. Whether for business or for pleasure, people are traveling overseas more frequently. Comparing the services provided in different airports and different countries, each person will surely have different perceptions and his or her expectation and requirement for the quality of the services provided in domestic airports will increase accordingly.

However, with the policy of the government trying to build Taipei Songshan Airport as “the Golden Travel Route in North East Asia” and the idea of whether Songshan Airport is able to accomplish the emerging challenges and missions and to increase future competitiveness came the motive of the author, as a researcher using Taipei Songshan Airport as background, studying travelers’ satisfaction for the quality of services provided in Taipei Songshan Airport, in an attempt to find direction for improvement for the administration’s consideration and make Taipei Songshan Airport become a safe, comfortable, convenient, technologically advanced, and modernized International Airport in the Capital.

並列關鍵字

Service Quality ； Customer Satisfaction ； Shonshan Airport

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