| Summary: | 碩士 === 國立成功大學 === 交通管理學系碩博士班 === 95 === How to keep flight safety, and keep a perfect record has been the most important subject in civil aviation development. In any kind of aircraft, no matter large, small, private or business transportation aircraft. A pilot plays important role from take off to land. Pilots should know various information, which is relative to flight safety, such as weather condition, NOTAM (notice to airman), air traffic control information, navigation facilities, gun-firing, take-off and destination airport condition, and such kind of information is collected and provided by flight information center and flight information station. The people whom they serve are pilots and operational dispatchers (ODs). So the characteristics of flight information are not the same as other service industry, whether the data are complete and correct will affect flight safety directly. So it is essential for person’s specialty and response.
This study aimed at examine the perception of service quality and importance of flight information service from the perspectives of the pilots and ODs, and discuss whether these service quality will affect pilot’s and OD’S satisfaction. By this, we will know the service and flight information that specialists provide does benefit to pilots and flight quality. This study adopted questionnaire survey by pilots and ODs who went to Song Shan and Kaohsiung flight information station and had service from those stations. Paired sample t-test was applied in test of Important and Satisfaction analysis showed that all items were significant different between pilots and ODs except item” FIS (Flight Information Station) specialist will proactively notify you about critical NOTAM and weather information”.
About importance-performance analysis (IPA), most attributes located in “concentrate here” and “low priority”, another is “keep up the good work”. Besides, by exploratory factor analysis, this study extracted three service quality dimensions, these were “the expertise and trust of specialists”, “the service and attitude of specialists”, “environment and first impression of specialists”. ANOVA result indicated that only ‘co-pilot’ and ‘OD’ had significant difference on dimension “the expertise and trust of specialists”. Finally, regression analysis indicated that “the expertise and trust of specialists”、“the service and attitude of specialists” had positive impact on pilot’s and OD’s satisfaction , but only “the expertise and trust of specialists” had significant impact on flight quality, besides, pilot’s and OD’s satisfaction had significant impact on flight quality. This thesis may provide some references for civil aviation authority and flight information center to improve flight information service.
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