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應用品質機能展開QFD探討航空公司服務品質—以中華航空越南分公司為例 =...

國立高雄大學國際高階經營管理碩士在職專班(IEMBA)

應用品質機能展開QFD探討航空公司服務品質—以中華航空越南分公司為例 = Applying Quality Function Deployment in to Study The Service Quality of Air Lines： A Case of China Airlines Vietnam branch

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Applying Quality Function Deployment in to Study The Service Quality of Air Lines： A Case of China Airlines Vietnam branch
作者:	賈曰文,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2014[民103]
面頁冊數:	102面圖，表 : 30公分;
標題:	品質機能展開
標題:	Quality Function Deployment (QFD)
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/62048545091122235764
附註:	參考書目：面77-84
附註:	103年12月16日公開
摘要註:	近年來隨著人工成本、原油價格不斷的提升，造成機票價格提昇，因此在歐美行之有年的低成本航空公司(Low Cost Carrier; LCC)讓全服務航空公司(Full service Carrier, FSC)在營運上面臨更多的成本與競爭壓力。而目前在我國鮮少有實證研究全服務航空公司(Full Service Carrier; FSC)服務重要度與服務滿意度之關係。有鑑於此，本研究即以中華航空頗具代表性的胡志明–台北航線的旅客為研究對象，以了解旅客對於航空公司其服務重要度/滿意度之相互關係。本研究透過文獻回顧並整理「應用品質機能展開，系統化航空公司服務品質之評核機制」建構服務品質量表之前測問卷。問卷內容結合SERVQUAL量表的五項構面為架構，設計出符合旅客對航空公司服務品質要求之問卷。問卷對象以搭乘中華航空之旅客進行調查，有效問卷364份。並運用統計分析，針對旅客對航空公司的服務品質之心理期待與實際感受進行研究，再運用品質機能展開，建構品質屋，藉以找出改善、提升航空公司服務品質之技術執行項目的優先順序。其研究結果發現，顧客最重視的前三項服務為：1. 機上座椅空間舒適2. 班機準時起飛到達3. 航空公司公布之航班訊息適時且正確；然而令顧客最滿意的前三項服務為：1. 航空公司服務人員的態度友善2. 服務人員的態度是充滿熱忱的3. 航空公司提供安全舒適之飛行旅程，我們藉由建構品質屋找出最需要改進的技術項目，以改善顧客重視度及滿意度的落差，其最需要優先改善的前三項技術項目為：1. 公司信譽2. 服務人員服務態度3. 服務人員專業能力。航空公司可依據本研究結果，加以改善缺失，以增進服務品質的滿意度，並提昇競爭力。 With the raise of manpower costs and crude oil prices in recent years, the ticket prices increase accordingly. Therefore, the low-cost carriers (LCC) adopted in the U.S. and Europe for years (Low Cost Carrier; LCC) make full-service carriers (FSC) encounter much more cost and competition pressures in their operation. However, there are few empirical studies exploring the relationship between service importance and service satisfaction of FSC. For this reason, the present study takes China Airlines Ho Chi Minh - Taipei passengers as the research target so as to understand the relationship between service importance and service satisfaction of the airlines.Through literature review and sorting “assessment mechanism of applying quality function deployment (QFD) to systemize airlines’ service quality”, this study draws up the pre-test questionnaires of service quality scale. The questionnaire content is combined the five dimensions of SERVQUAL Scale so as to design the questionnaire that meet passengers’ service quality requirements to airlines. The target of the questionnaire aims at the passengers taking China Airlines, and the valid questionnaires are 364 pieces. The statistical analysis is used to investigate the expectation and actual feeling of the passengers to the airlines’ service quality. Then, QFD is utilized to construct house of quality so as to identify the priority of technical implementation items to improve and enhance the quality of airlines.The results show that the top three services that the customers emphasize are: 1.) the seats and space on board are comfortable; 2.) the flight departs and arrives punctually and 3.) the flight information announced by airlines is in time and correct. The top three services that passengers are satisfied with are: 1.) airline staffs are friendly; 2.) the staffs are passionate and enthusiastic and 3.) the airline offers comfortable flight. Based on constructing the housing of quality, I found the technical items that need improvement so as to improve the gap between customer emphasis and satisfaction, and the top three technical items that need to get improved are: 1.) company’s reputation; 2.) service attitude and 3.) staff’s expertise. Airlines can refer to the research results to improve their disadvantages so as to enhance the satisfaction of service quality, and enhance their competitiveness.

應用品質機能展開QFD探討航空公司服務品質—以中華航空越南分公司為例 = Applying Quality Function Deployment in to Study The Service Quality of Air Lines： A Case of China Airlines Vietnam branch
賈, 曰文

應用品質機能展開QFD探討航空公司服務品質—以中華航空越南分公司為例 = Applying Quality Function Deployment in to Study The Service Quality of Air Lines： A Case of China Airlines Vietnam branch / 賈曰文撰 - [高雄市] : 撰者, 2014[民103]. - 102面 ; 圖，表 ; 30公分.
參考書目：面77-84103年12月16日公開.
品質機能展開Quality Function Deployment (QFD)

應用品質機能展開QFD探討航空公司服務品質—以中華航空越南分公司為例 = Applying Quality Function Deployment in to Study The Service Quality of Air Lines： A Case of China Airlines Vietnam branch
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