Exploring the Service Quality of Taoyuan International Airport – from Business Travelers’ Perspective

• Main Authors: SHIH, TA-WEI, 石大為
• Other Authors: 劉建浩
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/22xy6c

碩士 === 國立臺北科技大學 === 工業工程與管理系EMBA班 === 105 === Under the pressure of maintaining the image of "National Gate", Taoyuan International Airport Corporation is actively seeking a variety of ways to improve service quality in recent years. This paper utilizes Internet Questionnaire and the "Importance-Performance Analysis (IPA)" method to discuss the satisfaction degree of business travelers, covering scopes of "Station Facilities", "Airport Services", "Visitor Information Services" and "Transportations" of Taoyuan International Airport. The research concluded that Taoyuan International Airport committed to the improvement of hardware facilities in recent years has reached a certain effect, such as cleanliness and comfort in open space, the relevant information and broadcasting within terminals, and the public transportations have received affirmation from respondents. But the business travelers feel that waiting time for check-in and in baggage claim are too long, the traffic signs and guidance around the airport are not so clear and sometimes can get confuse, not enough parking spaces for self-driving passengers, as well as the airport surrounding traffic not in order, are the areas that should be strengthened. Based on the findings of the study, it is expected to advise Taoyuan International Airport Corporation, airlines, duty free shops as well as food and other retailers operating in Taoyuan International Airport to improve their service quality, or encourage them to maintain satisfactory service standards.