| Summary: | 碩士 === 國立臺灣海洋大學 === 航運管理學系 === 107 === Service convenience is an important topic of service research. Service convenience refers to consumers’ perceived time and effort expenditures related to buying or using a service. Past research focused on service convenience in the retail and online-shopping sectors of service convenience. Little is known how passengers perceive service convenience in the airline sector. The procedures of taking flight which include purchasing tickets, transaction, check-in process, flight-accuracy, and baggage-handling, etc. are always time and effort consuming for passengers. Understanding how passengers evaluate airline service convenience is important. This research not only builds a conceptual framework of service convenience in the airline sector through previous studies but also examines how convenience influence customer satisfaction. By using data from 225 passengers who has taken a plane, the results indicated that transaction convenience, benefit convenience, post-benefit convenience and baggage-handling convenience have a positive effect on customer satisfaction which decision convenience and access convenience have no effect on. The results can help understand passengers’ perceived airline service convenience and can provide airline company a useful reference of service procedure design.
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