摘要 機場是國家對外的重要門戶，面對全球化的市場，桃園國際機場亦需要持續 進步與改善才能擁有國際化的競爭力。機場的服務範圍包括客運與貨運，服務對 象則有旅客、航空公司與駐站單位，然而國際機場仍以客運市場為主，且機場駐 站單位與航空公司的最終服務對象亦是以旅客為主。因此本文即以一般旅客與導 遊專家的觀點進行研究，首先以專家導遊的問卷調查，經由模糊理論分析，了解 桃園國際機場在亞太地區機場服務品質的排名。接著本研究調查機場使用者對機 場服務項目的重視度與對桃園機場使用的滿意度，經過滿意度與重視度矩陣分 析，提出桃園國際機場競爭力提升之建議。

Abstract Airport is an important gate for people travel from a country to other countries. Facing the globalizing travel market, Taiwan Taoyuan International Airport has to improve continually to maintain the international competitiveness. The airport services include transportation services for passenger and cargo, but passenger transportation service is the main service of airports. Accordingly, this study will base on the viewpoint of passenger to investigate the way for improving the airport service quality. First, this research investigates the service quality of ten airports in Pacific Asia based on cicerones’ viewpoint, and these data are analyzed by the fuzzy theory method for gaining the rank of Taiwan Taoyuan International Airport in Pacific Asia. Then, we survey the degree of importance for each item of airport service and its complacence for Taiwan Taoyuan International Airport. Finally, through the analysis of importance-performance matrix, we provide some suggestions for improving the competitiveness of Taiwan Taoyuan International Airport.