分析台灣飛航管制服務品質及其與飛航管制滿意度之關係

Analyzing the Air Traffic Control Service Quality in Taiwan and Its Relationship with Air Traffic Control Satisfaction

楊長錦(Chang-Chin Yang)

指導教授 ： 陳佳誼

國立屏東科技大學/管理學院/企業管理系所/碩士(2012年)

https://doi.org/10.6346/NPUST.2012.00094

摘要

飛航安全與飛航管制服務品質實是密不可分，良好的服務品質有助整體飛航安全、國家國際形象及競爭力之提昇。因此瞭解台灣飛航管制服務品質的表現，是十分重要的議題。此外，探討飛航管制服務品質的影響因素及與飛航管制滿意度之間的關係，亦相當值得探討。但過去文獻中針對台灣飛航管制服務品質之研究相當稀少。為了補足此研究缺口，本研究以SERVQUAL的服務品質五大構面為基礎，依據飛航管制的特性，發展一個衡量飛航管制服務品質之量表，並針對我國軍、民航飛行員與管制員為對象進行調查，瞭解其對於目前「台北飛航情報區」飛航管制服務品質之期望與實際表現之評價，並進一步比較不同職務(飛行員及管制員)及單位(民方及軍民)對於飛航管制服務品質期望與評價的差異，以及分析各服務品質構面與飛航管制滿意度之間的關係。研究結果發現(1)飛航管制服務品質以「保證性」表現最佳、(2)飛航人員對於服務品質中「有形性」的期望最高、(3)台灣飛航管制區服務品質表現在各構面均未達飛航人員之期望、(4)管制員對飛航管制服務品質之期望高於飛行員、(5)軍方人員對飛航管制服務品質評價較佳，民方人員之期望則較高、(6)飛航管制服務滿意度的決定因素為可靠性、保證性、同理心。本研究之發現可供政府單位研議我國飛航管理制度時的參考。

關鍵字

飛航管制服務品質

並列摘要

Flight safety and air traffic control service quality are inseparable. The good service quality can enhance flight safety, country image, and competitiveness of nations. Thus, it is critical to understand the performance of air traffic control service quality in Taiwan. In addition, exploring the determinants of air traffic control service quality and its relationship with air traffic control satisfaction is also worth for investigation. However, limit research has been conducted to explore air traffic control service quality of Taiwan. In order to close this research gap, this study developed a measurement of air control service quality based on the five dimensions of SERVQUAL with modification according to the characteristics of air traffic control. A survey was conducted to investigate the expected and perceived service quality of pilots and controllers in both civil and military units within Taipei Flight Information Region. The difference of service quality evaluation between duties (pilots versus controllers) and units (civil versus military) were compared. The relationship between service quality dimensions and air traffic control service quality was also analyzed. This study find: (1) “Assurance” performs best among service quality dimensions; (2) “Tangible” is most highly expected among service quality dimensions; (3) The performance of service quality is lower than expectation for all five dimensions; (4) The controllers have higher expectation of service quality than pilots; (5) Military personnel reveals higher evaluation and civil personnel shows higher expectations of service quality; (6) The determinants of air traffic control satisfaction are “Reliability”, “Assurance,” and “Empathy.” The findings of the study provide valuable insight for governments when formulating the management systems of air traffic control.

並列關鍵字

Air Traffic Control Service Quality

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