影響空服員服務品質關鍵因素之探討-以某國際航空公司為例

The Study on the Service Quality Crucial Factors of the Flight Attendants—In the Case of the International Airlines

陳珮媛(Pei-Yuan Chen)

指導教授 ： 吳有龍

義守大學/電機資訊學院/資訊管理學系/碩士(2018年)

摘要

在現今全球開放天空之際，航空業者面臨同業及廉價航空的競爭，服務已由過去價格競爭轉變成服務品質導向。航空業者除了引進新機更新機內硬體，更進而加強訓練第一線服務人員，藉由提升軟硬體服務，建立品牌形象，培養忠實顧客。而旅客在搭機的過程中，往往視空服員的服務品質，為航空公司整體服務的指標，因此空服員是否能提供優質的服務，影響空服員服務品質的因素便值得探討。本研究運用「文獻分析法」及「深度訪談法」，探究空服人員執行勤務機制運作情形，探討影響空服員服務品質的關鍵因素，加以歸納分析並提出具體研究建議，能讓航空公司能更清楚了解與重視服務品質的重要性。透過本研究得知空服員的服裝儀容、標準服務流程、空服員的回應性、空服員的專業知識及空服員的同理心，為影響空服員服務品質的關鍵因素。

關鍵字

空服員 ； 服務品資 ； 關鍵因素

並列摘要

At the moment when the world is open to the outside world, the aviation industry faces competition from its peers and low-cost airlines. Services have changed from price competition in the past to service quality orientation. In addition to the introduction of new aircraft to update the hardware in the aircraft, the aviation industry further strengthens the training of first-line service personnel by building up software and hardware services, building brand image, and fostering loyal customers. In the process of boarding a flight, passengers often regard the service quality of the flight attendants as an indicator of the overall service of the airline. Therefore, whether the flight attendants can provide quality services and the factors affecting the service quality of the flight attendants are worth exploring. This study uses the “Document Analysis Method” and “In-depth Interviewing Method” to investigate the operation of air traffic personnel in the implementation of the service mechanism, discuss the key factors affecting the quality of the service of flight attendants, summarize and analyze them, and put forward specific research proposals to enable airlines to Better understand and value the importance of service quality. Through this study, we learned that the airline wearer’s clothing appearance, standard service flow, flight attendant's responsiveness, flight attendant’s expertise, and flight attendant’s empathy are the crucial factors affecting the service quality of flight attendants.

並列關鍵字

flight attendant ； service quality ； crucial factors

參考文獻

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