| Summary: | 碩士 === 開南大學 === 空運管理學系 === 96 === As global division of labor and enterprise outsourcing became widely practiced, airline companies all passed non-core business items to third party agents one after another to achieve the targets of high efficiencies and low costs. If an outstanding ground service agent is able to collaborate with an airline company in establishing unobstructed communication channels and providing excellent safe flight cultures, the airline will be benefit from such collaboration. Therefore, the quality of ground service agent operations will determine the overall service image of the airline company. Meanwhile, it will also enhance its industrial competitiveness.
However, it remains an important future industrial development task for a good ground service agent assessment system to be setup. Nevertheless, in recent years, airline proprietors have adopted a more traditional method to assess and select ground service agents or they simply base their selection purely on performance. In order for the assessment and selection system to be undertaken in a more scientific way, domestic airline companies are adopted as the study subjects and the discussions are conducted on the interdependent relationships and weights of factors to select the most suitable agent.
Eight factors affecting airline companies’ ground service agent assessment and selection are proposed in this study. They include: financial management, safety control, flexibility, punctuality, standard operation, service quality culture, professional technology, and education training. The expert opinions are obtained to construct on a suitable assessment and selection framework. First, by use of Decision Making Trial and Evaluation Laboratory (DEMATEL), the correlation and effects of factors taken into consideration by airline companies are found. Then, Analytic Network Process (ANP) is used to setup the weights of ground service agent selection and assessment. Finally, VIKOR Performance Ranking Method is used to select the most suitable ground service agent for airline companies.
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