The Study on Service Environment and Customer Satisfaction of Airlines in Taiwan

• Main Authors: NGAN, KA-SENG, 顏家誠
• Other Authors: SHAO, PEI-CHI
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/g9ddvw

碩士 === 長榮大學 === 航運管理研究所 === 107 === A great service environment can give a deep impression to the customers and help to raise the company image. Besides, the service quality of staff is another indispensable part as their altitude and behavior whule providing service affects customers’ impression, comments, satisfactory towards the service environment and affect the willingness of purchase agin. This research aims to investigate whether the National airlines servive environment is affecting travellers’ satisfaction. The research includes the service delivery process of airport and cabin so as to understand the repationship between the service environment and service delivery process. The finding of the research could be a reference for National airlines to improve their service environment and raise the customer satisfactory. A total of 450 questionnaires were completed by travels from 17 Dec 2018 th 18 Jan 2019 which equally distributed in three airports “Non-Restricted area”: 150 each for Kaohsiung International Airport, Taipei International Airport and Taoyuan International Airport. The data was consolidated and confirmed which has been used for the analysis and verification for the result. There are 5 hypotheses in this research, and the research results show “ Airline Cabin Service Environment ” has a positive impact on overall passenger satisfaction; “Cabin Service Environment ” has a positive impact to the overall satisfaction, due to the involvement of “ Cabin Crew Service Delivery “ for cabin service process; “ Passengers’ Overall Satisfaction with Airlines “ has a positive impact on the “ Repurchase Intention “; “ Airlines Ground Service Environment “ has a no positive impact on overall passenger satisfaction; “ Ground Service Environment “ has a positive to the overall satisfaction, because the involvement of “ Groud Staff Service Delivery “. The research result shows that “Cabin Service Environment” and “Cabin Crew Service Delivery” two items are significant positive impact overall satisfaction, because of cabin service time longer than ground service time. The research data of the three international airports shows that respondents is satisfied for the “Cabin Service Environment “and “Cabin Crew Service Delivery “of airlines. Therefore, airlines should maintain the satisfaction of cabin service quality items actively. Besides, cabin environment and service quality can be the benchmark for other divisions in airlines via the cabin service research results. At last, "Overall satisfaction" is significantly affecting the item for “Travelers to Choose the Airlines Service Again”. In Ground Service Items, the hypothesis of "Ground Service environment" and "Ground Crew Service Delivery" is not significant to impact on overall satisfaction analysis. Inference is that the "ground service environment" and "ground service operator service delivery" are the places where are the first stage of the overall service process in this study and the ground experience time is shorter than cabin service experience time. For this reason, the Ground Service Items has little effect on overall satisfaction in this study. Based on the results of this study, we suggest that airlines still need to improve the "Ground Service Environment" and "Ground Handling Service Delivery" in terms of cabin service quality and to increase passengers' overall satisfaction with airlines and enhance their willingness to re-board.