全服務型航空公司評估空廚服務之要素

航空公司籍由業務外包以提高效率及服務品質，了解航空公司運務人員對供應商的品質可提升工作效能、改善採購與地勤的關係及利於決策，因此以在台外籍航空公司機務管理及運務人員為對象進行專家訪談、修正式德菲法問卷調查以及層級分析法問卷調查，探討航空公司對空廚的評選要項及其權重。航空公司評選空廚之要素包含五個構面，分別為產品品質、服務品質、運送品質、供應商信譽以及買家與供應商關係，要素共計22項；航空公司選擇空廚雖為有限之選擇，營運的相關人員在服務的評估上以顧客滿意度為優先考量。航空公司可籍此新航線開發時選擇空廚或評估空廚表現之參考，空廚業以此改善其品質及爭取或維持與航空公司合作之關係。

關鍵字

供應商評估；空廚；航空公司

並列摘要

Inflight catering firm/supplier provides meals and beverages to airlines' company. When an airline company selects an inflight catering firm/supplier not only pick for its best food quality, but also selects supplier that can satisfy customers the most. For airline company, good-quality inflight food does influence a passenger's choice of airline preference which can lead to additional revenue earning. Therefore, the purpose of this study was to explore the criterion that how airline company evaluate inflight catering firm/supplier. Based on literature review, criteria of suppliers were formulated; then the modified Delphi method was implemented. The purpose of expert interview is to determine the completeness of the criterion as well as to identify suitable criteria for evaluating inflight catering firm/supplier. Furthermore, the analytic hierarchy process (AHP) was employed to calculate ranking all the supplier candidates. This study constructed five factors and 22 evaluating criteria. The five factors namely: product quality, service quality, delivery quality, reputation and relationship. The finding of this research, specifically, contributes to the airline company and inflight catering industry for operational management and service quality improvement.