桃園機場第二航廈營運中擴建施工管理對旅客服務品質影響之研究

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Title:	桃園機場第二航廈營運中擴建施工管理對旅客服務品質影響之研究
Authors:	李國強;Li, Guo-Qiang
Contributors:	土木系營建管理碩士在職專班
Keywords:	機場擴建;營運管理;服務品質;滿意度調查;airport expansion;operation management;service quality;satisfaction survey
Date:	2020-01-10
Issue Date:	2020-06-05 17:46:25 (UTC+8)
Publisher:	國立中央大學
Abstract:	臺灣國際觀光旅客人次逐年攀升，為了因應與滿足大量的旅客流量，我國政府積極國際機場的建設，提出機場擴建施工，例如機場服務櫃台、景觀餐廳、膠囊旅館及增加辦公房舍，以維繫臺灣國際觀光旅客的滿意度與競爭力。因此本研究旨在探討旅客對臺灣桃園國際機場第二航廈擴建施工管理滿意度(交通管制、營運維持、櫃台服務品質)之現況。本研究採用便利性取樣，共計回收226份有效問卷，經分析結果顯示：(1)人口學變項僅有教育程度在「櫃檯服務滿意度」達顯著差異水準，其他人口學變項(性別、年齡、婚姻狀態、個人平均月收入、居住地區)在滿意度得分均未達顯著差異水準；(2) 交通管制、營運維持以及櫃台服務品質等三個變數之間均存有顯著正相關。最後本研究依據研究結果與結論，提出具體實務建議，以供政府相關的行政機關、機場單位以及未來研究學者作為參考。;Taiwan’s international tourist arrivals have been increasing year by year. In order to meet and satisfy a large number of passenger flows, the government has actively promoted the construction of international airports and proposed airport expansion construction plans, such as airport service counters, landscape restaurants, capsule hotels, and office buildings to maintain Taiwan′s international tourism travelers′ satisfaction and competitiveness. Therefore, the purpose of this study is to explore the current status of passenger satisfaction (traffic control, operational maintenance, and counter service quality) for the expansion of the second terminal construction of Taoyuan International Airport in Taiwan. This study used convenient sampling to recover 226 valid questionnaires. The results of the analysis showed that: (1) Demographic variables only had a significant level of education in “counter service satisfaction”, and other demographic variables (gender, age, marital status, average monthly income, and the residential area did not reach significant differences in satisfaction scores; (2) There was a significant positive correlation between traffic control, operational maintenance, and over-the-counter service quality. Finally, based on the research results and conclusions, this study proposes practical recommendations for government-related administrative agencies, airport units, and future research scholars.
Appears in Collections:	[Executive Master of Construction Engineering and Management] Electronic Thesis & Dissertation

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