「網路預辦登機」是現今國際航空界推行「科技基礎服務」被廣泛使用的策略之一。它是透過網路技術以提供顧客獨立操作,非僅能節省旅客排隊等候報到劃位的時間,更有助於航空公司精簡商務作業成本及幫助航空站有效管理樓地板面積的使用。本研究應用計量心理學衡鑑「潛在特質」常用的「羅序模式」從事資料分析,將調查所獲得之順序尺度資料轉換成等距尺後,進行個別使用者在使用網路報到過程中所面臨之各種阻礙感認能力的評估,並在同一尺度的比較基礎下觀察各種阻礙型態之相對難度。經實證研究分析得知,旅客認為阻礙程度依序為「網路預辦登機系統服務之品質穩定」、「網路預辦登機系統服務之即時回應良好」、「網路預辦登機系統服務之操作說明充足」,結果顯示航空公司在整個系統設計上仍有待改善,此外,將受測者的能力與試題難度以圖像概念從事參照比較,並提供同一量尺上的比較基礎進行感認能力和題項困難度的觀察,繼而,並從各項人口區隔變數量測出受測者之能力差異。鑑此,本研究提出四項建議:1. 修正現有的系統服務。2. 研擬適當的服務策略。3.增強使用者認知易用性。4. 編制操作手冊。最後針對研究結果所觀察之現象,研擬修正現有網路預辦登機系統之設計,期能有效提昇科技基礎服務的效率與品質,以提供旅客更流暢的使用體驗。
"Web Check-in" nowadays is one of the strategies of "technology-based services" used widely at the international aviation industry. It provides clients operation on their own independently through the Internet which can not only save time while passengers are waiting in line for check-in, but also help air lines to save business operation costs and help airports manage the use of terminal areas effectively. This research applied Rasch model, which is commonly used to measure Latent traits in psychometrics, for data analysis, converted the data of ordinal scales obtained from the surveys to interval scales, evaluated the barriers of the self-perceived ability of individual users during the process of Web Check-in, and observed the respective degree of difficulty of barrier types based on the comparison of the same scale. The empirical results indicated that, the barriers were in order of “the Web Check-in System is of good quality”, “the instant responses of the Web Check-in System service are very good”, and “there are sufficient instructions for the Web Check-in System service”, indicating that the design of the system service needs improvements. Furthermore, the Rasch model provided a comparison between the respondents’ ability in image concept tests and the degree of difficulty of questions, and conducted cross-observation of self-perceived ability and the degree of difficulty of questions. Moreover, this research compares the differences between the abilities of respondents based on their demographic characteristics. The following 4 suggestions are given based on the above: 1) modify the current system service; 2) design suitable service strategies; 3) increase the level of perceived ease of use of users; 4) design operation manuals. Finally, the design of current Web Check-in System has been modified, based on the observation of this research, in order to effectively increase the efficiency and quality of technology-based services, and provide passengers with more successful user experience.