Airport Service and Satisfactory Level Survey –A Case Study of Kaohsiung International Airport

• Main Authors: Cheng-Chang Wang, 王正昌
• Other Authors: Ching-Hua Ho
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/pr27n3

碩士 === 國立高雄餐旅大學 === 旅遊管理研究所在職專班 === 100 === Because of the globalization and free trade agreements, Airports have become the center to drive cities developments. Its function is not limited to just a form of transportation, it has become a vital link to the rest of the world culturally and economically. In recent years, the Government has been pushing to implement the free trade agreement in Taiwan and opening more investment opportunities to make the country’s industries continue to grow and develop. As part of Taiwan’s free trade agreement, the Government has improved its foreign relations, allowed Taiwanese passport holders’ visa-free entry to more than 100 countries around the world, open tourism to Mainland China, and the “Open Sky” agreement with Japan to improve Southern Taiwan’s tourism industry. Kaohsiung International Airport will play an important role in all of these initiatives; therefore, this assignment is targeted at the passengers travelling through the International Airport via random surveys on their satisfaction levels for the Airport’s facilities and services, and also gives them an opportunity to provide feedback on how to improve the Airport. This assignment is based on the current facilities and operations status for Kaohsiung International Airport together with some relevant references for discussion. On the topic of satisfaction levels regarding staff service and airport facilities, out of 350 random surveys conducted, 300 surveys were successfully received. The result shows that passengers and customers believed that 4 sections from the survey were most important. These sections are “Airport staff service”, “Passenger waiting times and general comfort”, “Transit and information displays”, and “Luggage and airport terminal transportation”. Results show passengers do not regard the “Airport retail stores” as highly important, but still believe they make a big impact, and gave a low rating for the “3C Internet service”. Passengers considered updated “Flight information and luggage service” and “Terminal leisure facilities” as highly important but did not give a satisfied rating. Based on the survey results, Kaohsiung International Airport should focus on improving leisure space and facilities and flights information updates service to improve the passenger satisfaction levels of the airport.