IATA第60屆年會呼籲所屬會員航空公司應致力推展科技基礎服務以簡化成本支出,其攸關機場報到程序的特別議案包括網上訂位、網上購票、預辦登機服務、自助報到亭及共用自助報到服務。自助服務科技對航空公司而言如雙面刃,「網上報到」一方面可以讓旅客不再受限傳統的機位報到方式,可自行上網確認機位與進行報到作業,另一方面卻也可能受到旅客本身對的自助服務科技的知能不足,產生誤會或抱怨,影響民航自助服務科技的推動。本研究將針對網上報到此一議題,以文獻回顧方式,統整影響顧客使用自助服務科技的關鍵因素,分別分析企業內部因素-企業目標、系統設計、服務創新與安全性,以及企業外部因素-顧客心理、顧客意圖、法令規章與滿意度,並以專家半結構式問卷探索,應用層級結構分析找出各類影響預辦登機服務之各項指標的權重;然後對旅客進行問卷調查以口語綜合評判函數分析取得權重,再與層級結構分析獲得的專家權重,分析業者與旅客的意圖,期能幫助民航業者於推廣自助服務科技的決策參考。
Under the norm of simplifying the business, IATA has established a goal of cost-cutting to persuade its member airlines to take real action of using self-service technologies (SSTs) in its 60th annual general meeting. Airlines would like to increase productivity and efficiency through using SSTs, the practices including web booking and check-in, e-ticketing and common use self service. However, SSTs seem to be a knife with two faces. On the one hand, airlines try to meet customer requirements by providing Web check-in service to simplify the ground handling at an airport. On the other hand, the possibility of passenger complaint may also be caused because of unfamiliar with the high-tech machines and the process of self service. Therefore, while airlines intend to persuade their passengers to widely use web check-in, they need to know user’s intention. This study intends to explore the relative factors of using self-service technologies in the airline’s web check-in. Related literature reviews and a proposed methodological framework of Analytical Hierarchy Process are included. And then this reserch have to survey those passangers they have experience to process web check-in. All results analysis by the method of application of aggregation function for group decision - making based on verbal evaluation. The comclusion is to analysis intentation of airlines and passangers by campareing different weight value bwtween experts and passengers and make suggestion to airlines to prove service porcess.