Please use this identifier to cite or link to this item:
|Title: ||應用SIPA與DANP法探討機場服務品質缺口之研究 : 以機場餐飲服務為例|
|Other Titles: ||Applying SIPA and DANP for measuring service quality gap of airport : the case study of food & beverage services|
|Authors: ||王詠晴;Wang, Yung-Ching|
|Keywords: ||服務品質缺口;IPA;SIPA;DANP;Service Quality Gap|
|Issue Date: ||2013-04-13 11:32:08 (UTC+8)|
After 911 event, many countries begin to enforce strict security check, which cause the passengers spending more time at the airport and accepting Terminal Services, mostly on food and retail shops services. Therefore, the passengers and Airport managers pay more and more attention on the quality services of food ,beverage and retails in Taoyuan International airport. While these services have received most of the criticism. So, this research focus on the quality of catering service in the Taoyuan International Airport.
The majority of previous studies based on the consumers'' perspective to view the quality of food and beverage service. It''s only known such viewpoint only made clear on the priority of improvements, but actually exist cognizance gap between management and customer, the core issue of the quality of catering services is still not resolved. So it can''t just look into the issues only on consumer''s point of view, but also considering the phases related to all the different stand points. This report is based on the PZB Service Quality Gap theory. Total 350 general questionnaires were published & filled; 329 questionnaires are operative. Questionnaire are analyzed by IPA. But IPA only analyses individual view point, not taking into account of the performance of the other positions and make the necessary adjustment. Therefore further application SIPA , simultaneously compare perception differences from the various standpoints on airport food and beverage service quality. In addition, it may exist a causal relationship between the criteria. This research apply DANP to identify the degree of correlation and weight among the criteria from expert questionnaires. And then, analyze quantitative and qualitative data to view airport food and beverage service quality gap, in order to understand the variation of cognizance between the managements and consumers, which to find the core of the problem.
This research has four conclusions:1.General questionnaire analysis results: As the consumers'' point of view, the Passengers and airport workers both have the same points on the quality of airport food and beverage services, for instance, the " Reasonable food price " is the first priority to get improved. 2. Simultaneous Importance Performance Analysis results: the passengers and airport workers of different standpoints thought following 4 issues should be improved as top priority: A. The catering area space allocation. B. Food service guidance indicators clearly. C. Reasonable food price. D. child seating and tableware. Further analyzed interview results and found "catering diversification" should be also added to the above top 4 improvement priorities. 3.DANP expert questionnaires analysis results: "The comforts of catering environment " and" Staff service attitude "are the most important things to the airport management. And supervisors of catering and airport valued on different criteria ; catering supervisors on " Staff Service attitude " ; airport supervisors on " The safety of catering environment." Regular travelers think the criteria of" Waiting time for food delivery " and " Waiting time for meal ordering" are the most important. So we can tell the passengers and airport managements have great different views on the criteria. 4. After running two models of SIPA and DEMETAL Correlation Degree Analysis, it comes to one conclusion: The Catering Area Space Allocation. With totally considering different standpoints, it appears there have some different cognizance existing between the passengers and airport managements. The Managements should make efforts to balance and decrease the differences.
|Appears in Collections:||[Graduate Institute & Department of Transportation Management] Thesis|
Files in This Item:
All items in 機構典藏 are protected by copyright, with all rights reserved.