A study of service satisfaction at Taiwan Taoyuan International Airport departure security inspection of the elderly passengers

• Main Authors: Kun-Chia Lee, 李崑甲
• Other Authors: Kuo-Shun Sun
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/46097175526128862575

碩士 === 開南大學 === 空運管理學系 === 100 === ABSTRACT Taiwan in 1993 has reached the standard of an aging society, and increasing year by year. The senior citizens transportation needs and quality of service has become an important issue. The tourist population of elderly travelers abroad in recent years increases every year and increase the opportunity to use the airport facilities. The elderly passengers due to the special physical and mental, the airport requirements and needs are different with non-elderly passengers. Airport personnel, facilities and processes will influence the quality of service of the elderly passengers on the airport. The security check is necessary for important projects in the international air transport. In this study, it analysis service quality of elderly passengers at Taoyuan Airport exit security check unit and understands the service quality characteristics and current status of the elderly passengers. It also compares with the non-elderly passengers, found differences in the two groups of travelers in order to provide the relevant unit to reference. In this study, SERVQUAL scale is as the questionnaires architecture basis. It's divided into five service quality dimensions and 22 items. First, it not only uses the t-test to investigate the different satisfactions between the elderly and non-elderly travelers but also elderly and non-elderly passengers' gender between. Second, it uses analysis of variance the investigate elderly passengers and non-elderly passengers' satisfaction in the service quality dimensions in the different age, occupation, education level, abroad purpose the and the number of times the last year abroad, whether there are differences. Third, using Regression Analysis to explore the five service quality dimensions and overall satisfaction connected relation. Finally, it uses the Importance - Satisfaction analysis to explore the needs with the elderly passengers and non-elderly passengers in the Taoyuan airport security check process. The t-test results showed that the genders of the elderly passenger satisfactions have a significant difference. In Analysis of variance, the elderly passenger satisfactions have significant differences in age and occupation. Non-elderly passengers in the tourist purpose and the number of times the last year abroad have significant differences in the satisfaction. In the regression analysis, overall satisfaction has a positive relationship with the responsiveness and empathy. Non-elderly passengers' overall satisfaction has a positive relationship in a tangibles, responsiveness and empathy. The results of Importance - satisfaction show the five items. "The security check staff will give you fast service." "Security check staff has a high degree of enthusiasm to help you." "Security staff to provide services is worthy of your trust." "The security check staff to check personal carry-on baggage will attach importance to your privacy." "Security check staff can listen to your views, taking into account the rights of yours." These five items for the elderly passengers have high importance but low satisfaction with the project. It is recommended that the relevant units as a priority improvement projects to enhance the service quality of the elderly passengers in Taoyuan International Airport departure the security check unit.