航空公司機艙服務品質對旅客行為意向之影響

NHUIR > College of Management > Department of Tourism Management, The M.A. Program of Tourism Management and Leisure Environment Management > Disserations and Theses(M.A. Program in Tourism Management) > Item 987654321/19908

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Title:	航空公司機艙服務品質對旅客行為意向之影響
Other Titles:	THE EFFECT OF AIRLINE PASSENGER COMPARTMENT SERVICE QUALITY ON PASSENGERS' BEHAVIOURAL INTENTIONS
Authors:	朱育正 Chu, Yu-cheng
Contributors:	旅遊事業管理學系碩士班黃昱凱;許澤宇 Yu-kai Huang;Tse-yu Hsu
Keywords:	航空公司;服務品質;行為意向;重視性-滿意度分析;結構方程模型 Structural Equation Modeling;Importance Performance Analysis;Behavioural Intentions;Service Quality;Airline
Date:	2009
Issue Date:	2015-03-24 15:07:13 (UTC+8)
Abstract:	本文探討經由服務價值觀、航空公司服務品質及滿意度、能被察覺的犧牲和行為意向所構成的一種虛擬概念，來增進我們對於旅客本身的決策過程有所瞭解。在此研究中，航空公司服務品質及旅客的決策模式透過線性架構系統的整合，以提升架構的表現與預測能力。文中有兩種模式用於本研究: 結構方程模型(SEM)和重要性-滿意度分析(IPA)。研究結果發現影響旅客決定的最主要兩個原因為滿意程度與航空公司服務品質。經由我們的研究結論，可以提供航空業者參考及省思該往哪方面去投資和發展，以及應用在現實層面裡進而滿足旅客的期望與需求，獲得雙贏的局面。　　This paper seeks to improve our understanding for air passengers' decision-making processes by testing a conceptual model that considers service value, airline service quality, satisfaction, perceived sacrifice, and behavioral intentions. In this study, a linear structural equations modeling system is used by incorporating the service quality of airline companies into the passengers' airline choice models to enhance the models' performance and the forecasting ability. Two modeling approaches are used in this research: the structural equation modeling (SEM) and the importance-performance analysis (IPA).The results of this study show the satisfaction and the airline service quality are the two major factors that can influence the behavioral intention. Our findings can provide the directions of the airline organizations with direction where to invest and develop these resources, and apply them toward improving practices and building their services that can meet and exceed passengers' expectations and needs.
Appears in Collections:	[Department of Tourism Management, The M.A. Program of Tourism Management and Leisure Environment Management] Disserations and Theses(M.A. Program in Tourism Management)

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