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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/51695

    Title: 國際旅客對外籍空服人員服務品質與滿意度之研究 : 以E航空公司為例
    Other Titles: Research of the service quality and customer satisfaction of international airline : a case study of E airline
    Authors: 蕭伊君;Hsiao, Yi-chun
    Contributors: 淡江大學國際商學碩士在職專班
    Keywords: 航空公司;服務品質;顧客滿意;空服員;Airline;Flight Attandent;Service Quality;Customer Saitisfaction
    Date: 2010
    Issue Date: 2010-09-23 15:49:17 (UTC+8)
    Abstract: 由於全球化及網路、資訊的快速發展,加上休閒旅遊風氣日盛,使的全球空運市場旅客人數不斷上升。但也因為資訊取得容易加上現今的消費者意識抬頭,亦促使航空業者之間的競爭也越趨激烈,已不可同日而語。偏偏航空業其產品較為複雜,需求與供給易受經濟景氣、政治、氣候等外在環境影響。由其近年來航空業受911、SARS及金融海嘯的影響下,也經歷了一次重新洗牌。航空業者為了要維持自身的競爭力,無不在價格及服務上進行角力,尤其經營國際航線之航空業者必須面對來自不同文背景的顧客及員工,更需要了解不同族群之差異,以融入服務流程的設計以反應在服務的提供上。


    The guests of global airline market keep growing due to the population of globalization, internet and travel. But also because it’s easy to get information and consumer preference, the competition between airlines becomes serious. Especially the products of airlines are more complicated. The demand and supply is easy to be impacted by economic, politic and some outside environment. Due to the impact from 911, SARS and economic crision, the airline industry is also undergoing a re-shuffle. In order to keep competitive in the market, airlines need to provide competitive service and price. Especially for the international airlines, the customers and employees come from different culture. It requires to understand more on the difference between ethnic groups. And considering it on the service provide and design.
    In this study, we choose the passengers who take EVA airline. By issuing questionnaires to understand their satisfaction on the service. The flight attendants were divided into Taiwanese, Japanese, Thai and Vietnamese groups and compare the difference on passengers’ satisfaction. It shows that Taiwanese flight attendants get highest score on the service quality. Japanese flight attendants get 2nd and then Thai and Vietnamese. By further checking the nationality of passengers, Taiwanese passengers feel that the service of Taiwanese flight attendants is better. But foreign passengers feel that the service of Japanese flight attendants is better. No matter from which nationality of passengers, the comments for the service of Thai and Vietnamese are lower.
    The study result shows that although it can save cost and help for communicating with foreign passengers by hiring foreign flight attendants. But it will be important topic how to select, train and manage foreign flight attendants. Expect this study can help companies to make strategy plan.
    Appears in Collections:[國際企業學系暨研究所] 學位論文

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