桃園國際機場通關流程旅客滿意度之研究

Abstract

[[abstract]]隨著全球國際機場競爭，國際機場協會(Airports Council International; 簡稱ACI)及Skytrax 機構舉辦全世界機場服務品質評鑑，目的不僅只是提升各國機場在站內的設施，其評鑑內容也加 入了各機場部年的人員服務品質滿意度調查，我國桃園國際機場在世界機場評鑑中，僅獲得「三 星級」，表示其待改善的空間還是很大，其需改善的部分不僅於硬體設施，亦包含了機場工作人 員的服務滿意度做為調查。故本研究希望以目前桃園國際機場之旅客對於我國通關之查驗員服務 態度之滿意度作調查，進而提昇我國出入國及移民署之查驗人員之服務品質，提高桃園國際機場 在國際機場上之服務品質整形象。本研究依據PZB 缺口五模式，以SERVQUAL 量表及服務屬 性為架構進行研究，旅客在通關流程中對於查驗員所提供的服務感受，以問卷調查的方式進行。 研究結果發現，旅客期望與實際感受認知之服務品質『缺口五』存在著顯著性差異，顯示每一項 服務屬性均需改善。此外本研究以「重要性-績效分析法」(IPA)之工具進行分析並提供建議，期 望提供內政部入出國及移民署之建議與改善方向，以提升目前通關流程服務品質之目標。[[abstract]]As the competition of the international airports increases, the Airports Council International (ACI) and Skytrax conducted an evaluation to assess the international airport service quality. The purpose is not only to improve the international airport facilities but also to evaluate the service quality of each airport. However, the Taiwan Taoyuan International Airport only received a “Three Star” accreditation in this evaluation which indicates that not only the airport facility requires improvement but the airport service quality requires an investigation as well. As a result, this study is aimed at improving the service quality of custom and immigration as well as the service quality image of the Taiwan Taoyuan International Airport with regard to the study of the passenger’s satisfaction on the custom procedure. Based on the PZB Gap Model, this study conducts a survey to assess the passenger’s feeling toward the examiner through the custom procedure according to the SERVQUAL instrument and service attribute. The finding of the research shows that the customer expectation is significantly different with the actual service quality (Gap 5). This further indicates that each service attribute requires modification. In addition, this study conducts an Importance-Performance Analysis(IPA)and gives recommendations. It is hoped to provide advices and directions to the National Immigration Agency for improving current service quality of custom procedure