| Summary: | 碩士 === 輔仁大學 === 餐旅管理學系碩士班 === 101 === The aviation industry of today is not easy to survive, resulting in losses or even bankruptcy easily affected by political, economic and other factors, so any revenue sources are worthy of attention for the aviation industry. The airline annually sell duty-free goods alone can bring enormous turnover, so the duty-free income on the aircraft of the airline has been regarded as one of the important sources of revenue, and therefore identify the key success factors of duty-free sales in the future to help improve the duty-free sales revenue is worth discussing.
This study is based on both research and expert advice to construct the key success factors of Taiwanese airlines duty-free sales. Furthermore, by using the Fuzzy Delphi method and Analytic Hierarchy Process, we have integrated the opinions of experts from different fields. The results of this study have developed the framework of the key success factors of the duty-free sales for Taiwanese airlines contains six dimensions and 55 critical factors. From the research, we have concluded that the quality of airlines’ service is the most important factor, followed by the consumer characteristics, the organizational operations of airlines, the selling skills of duty-free sales staff, the duty-free sales management and the duty-free marketing promotion. The result of this research confirms that success factors in this study really can be a reference for airlines.
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