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題名:桃園國際機場陸側服務品質屬性與優先改善順序
書刊名:運輸計劃
作者:賀天君 引用關係顏進儒 引用關係
作者(外文):Ho, Tien-chunYen, Jin-ru
出版日期:2017
卷期:46:4
頁次:頁319-341
主題關鍵詞:桃園國際機場服務品質Kano模式重要度績效分析Taoyuan International AirportService qualityKano's modelImportance- performance analysis
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:52
  • 點閱點閱:20
期刊論文
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3.張媛甯(20111200)。Kano二維品質模式應用於個案科技大學教學品質之改善。教育實踐與研究,24(2),129-162。new window  延伸查詢new window
4.楊文賢、梁金樹(20111200)。應用重要度績效分析診斷臺灣國際港埠物流中心之服務價值。航運季刊,20(4),25-61。new window  延伸查詢new window
5.Mikulić, J.、Prebežac, D.(2008)。Prioritizing improvement of service attributes using impact range-performance analysis and impact-asymmetry analysis。Managing Service Quality,18(6),559-576。  new window
6.劉建浩、葉文健、許悅玲、許超澤(20110900)。A Service Quality Survey for Domestic Airlines。運輸學刊,23(3),289-313。new window  延伸查詢new window
7.Kuo, Y. F.、Chen, J. Y.、Deng, W. J.(2012)。IPA-Kano model: A new tool for categorising and diagnosing service quality attributes。Total Quality Management and Business Excellence,23(7/8),731-748。  new window
8.Yang, C. C.(2005)。The refined Kano's model and its application。Total Quality Management,16(10),1127-1137。  new window
9.Tam, M. L.、Lam, W. H. K.(2004)。Determination of service levels for passenger orientation in Hong Kong International Airport。Journal of Air Transport Management,10(3),181-189。  new window
10.Kaiser, Henry F.、Rice, John(1974)。Little Jiffy, Mark IV。Educational and Psychological Measurement,34(1),111-117。  new window
11.Chang, Y.-H.、Yeh, C.-H.(2002)。A Survey Analysis of Service Quality for Domestic Airlines。European Journal of Operational Research,139(1),166-177。  new window
12.Pakdil, F.、Aydin, O.(2007)。Expectations and Perceptions in Airline Services : An Analysis Using Weighted SERVQUAL Scores。Journal of Air Transport Management,13(4),229-237。  new window
13.Lovelock, Christophr H.(1983)。Classifying Service to Gain Strategic Marketing Insights。Journal of Marketing,47(3),9-20。  new window
14.黃仲銘、龔志賢、于長禧(20001200)。航空客運服務品質之實證研究--以臺灣的航空公司為例。亞太管理評論,5(4),541-556。new window  延伸查詢new window
15.Garvin, D. A.(1984)。What does product quality really mean?。Sloan Management Review,26(1),25-43。  new window
16.Hsu, C. I.、Chao, C. C.(2005)。Space allocation for commercial activities at international passenger terminals。Transportation Research Part E: Logistics and Transportation Review,41(1),29-51。  new window
17.Aksoy, S.、Atilgan, E.、Akinci, S.(2003)。Airline Services Marketing by Domestic and Foreign Firms: Differences from the Customers' Viewpoint。Journal of Air Transport Management,9(6),343-351。  new window
18.Adler, N.、Berechman, J.(2001)。Measuring Airport Quality from The Airlines' Viewpoint: An Application of Data Envelopment Analysis。Transport Policy,8(3),171-181。  new window
19.Crosby, L.、LeMay, S. A.(1998)。Empirical Determination of Shipper Requirements for Motor Carrier Services: SERVQUAL, Direct Questioning, and Policy Capturing Methods。Journal of Business Logistics,19(1),139-153。  new window
20.Spearman, C.(1904)。General intelligence objectively determined and measured。American journal of psychology,15(1),201-293。  new window
21.Lubbe, B.、Douglas, A.、Zambellis, J.(2011)。An Application of the Airport Service Quality Model in South Africa。Journal of Air Transport Management,17(4),224-227。  new window
22.郭瑞坤、洪義雄、郭彰仁(2004)。運用重視--表現程度分析法探討旅客對航空站服務之態度研究--以臺東航空站為例。觀光研究學報,10(3),129-152。new window  延伸查詢new window
23.Piri, A.、Piri, S.(2014)。A Study of Customer's Satisfaction from the Website Services of Iran's Railroad Travelling Agencies。Journal of Economics and Management,3(3),53-63。  new window
24.Martín-Cejas, R. R.(2006)。Tourism Service Quality Begins at the Airport。Tourism Management,27(5),874-877。  new window
25.Leong, C. C.(2008)。An Importance-Performance Analysis to Evaluate Airlines Service Quality: The Case Study of a Budget Airlines in Asia。Journal of Quality Assurance in Hospitality and Tourism,8(3),39-59。  new window
26.Tsai, Chang-Ching、Liu, Li-Ming(2009)。Applying IPA in Evaluating Service Quality Requirements of Passengers Flying from Kaohsiung to Japan。Journal of Commercial Modernization,5(2),10-26。  new window
27.Rooshabhkumar, M.(2015)。Modeling Customer's Voices on Services Provided by Air Lines in India-Kano Approach。International Journal of Multidisciplinary Research,5(5),193-224。  new window
28.Hossain, M. M.、Ouedraogo, N.、Rezania, D.(2011)。A Consumer Perspective of Service Quality in the Airline Industry。International Journal of Business and Technopreneurship,1(1),1-14。  new window
29.Shahin, A.、Zairi, M.(2009)。Kano Model: A Dynamic Approach for Classifying and Prioritising Requirements of Airline Travelers with Three Case Studies on International Airlines。Total Quality Management and Business Excellence,20(9),1003-1028。  new window
30.任坤秀(2006)。組織顧客滿意度測評指數模型的研究。鄭州航空工業管理學院學報,24(1),47-50。  延伸查詢new window
31.Fodness, D.、Murray, B.(2007)。Passengers' Expectations of Airport Service Quality。Journal of Services Marketing,21(7),492-506。  new window
32.陳正德、官政能(2013)。臺灣國際機場標識導引系統設計之操作。實踐設計學報,7,152-175。new window  延伸查詢new window
33.呂錦隆、李宗純(2015)。臺灣地區航空旅客國際機場消費行為模式之研究。運輸學刊,27(2),281-310。new window  延伸查詢new window
34.Ku, E. C. S.、Chen, C.-D.(2013)。Fitting Facilities to Self-Service Technology Usage: Evidence from Kiosks in Taiwan Airport。Journal of Air Transport Management,32,87-94。  new window
35.Jen, W.、Lu, M.、Hsieh, E. H.、Wu, Y. H.、Chan, S. M.(2013)。Effects of Airport Servicescape on Passengers' Satisfaction: A Hierarchical Approach and Importance-Performance Analysis。Journey of the Eastern Asia Society for Transportation Studies,10,2223-2234。  new window
36.Park, Y.(2003)。An Analysis for the Competitive Strength of Asian Major Airports。Journal of Air Transport Management,9(6),353-360。  new window
37.Yeh, C. H.、Kuo, Y. L.(2003)。Evaluating Passenger Services of Asia-Pacific International Airports。Transportation Research Part E,39(1),35-48。  new window
38.Rhoades, D. L. Jr.、Waguespack, B.、Young, S.(2000)。Developing A Quality Index for US Airports。Managing Service Quality,10(4),257-262。  new window
39.Arif, M.、Gupta, A.、Williams, A.(2013)。Customer Service in the Aviation Industry--An Exploratory Analysis of UAE Airports。Journal of Air Transport Management,32,1-7。  new window
40.Correia, A. R.、Wirasinghe, S. C.、De Barros, A. G.(2008)。A Global Index for Level of Service Evaluation at Airport Passenger Terminals。Transportation Research Part E,44(1),311-320。  new window
41.Barrors, A. G.、Somasundaraswaran, A. K.、Wirasinghe, S. C.(2007)。Evaluation of Level of Service for Transfer Passengers at Airport。Journal of Air Transport Management,13(5),293-298。  new window
42.Yen, J. R.、Teng, C. H.、Chen, P. S.(2001)。Measuring the Level of Services at Airport Passenger Terminals: Comparison of Perceived and Observed Time。Transportation Research Record,1744,17-23。  new window
43.Ndoh, N. N.、Ashford, N. J.(1993)。Evaluation of Airport Access Level of Service。Transportation Research Record,1423,34-39。  new window
44.Mumayiz, S.、Ashford, N. J.(1989)。Methodology for Planning and OperationsManagement of Airport Terminal Facilities。Transportation Research Record,1094,24-35。  new window
45.An, M.、Noh, Y.(2009)。Airline Customer Satisfaction and Loyalty: Impact of In-Flight Service Quality。Service Business,3(3),293-307。  new window
46.Tomas, D. R. E.(1978)。Strategy is Different in Service Business。Harvard Business Review,56(4),158-164。  new window
47.Juran, J.(1993)。Why Quality Initiatives Fail。Journal of Business Strategy,14(4),35-38。  new window
48.Bolton, R. N.、Drew, J. H.(1991)。A Multistage Model of Consumers' Assessment of Service Quality and Value。Journal of Consumer Research,17(4),375-384。  new window
49.Lemer, A. C.(1989)。Measuring Performance of Airport Passenger Terminals。Transportation Research Part A,26(1),37-45。  new window
50.Odoni A. R.、De Neufville, R.(1992)。Passenger Terminal Design。Transport Board Airport Panel Paper,10284,27-35。  new window
51.Martel, N.、Seneviratne, P. N.(1990)。Analysis of Factors Influencing Quality of Service in Passenger Terminal Buildings。Transportation Research Record,1273,1-10。  new window
52.Matzler, Kurt、Bailom, Franz、Hinterhuber, Hans H.、Renzl, Birgit、Pichler, Johann(2004)。The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis。Industrial Marketing Management,33(4),271-277。  new window
53.Matzler, Kurt、Hinterhuber, Hans H.(1998)。How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment。Technovation,18(1),25-38。  new window
54.胡凱傑、李太雨、丘志文(20110300)。以Kano模式與重要度績效分析探討亞洲主要貨櫃港口之服務品質。運輸學刊,23(1),129-164。new window  延伸查詢new window
55.盧右梅、吳信宏(20100200)。應用IPA模式檢視臺灣高鐵乘客之服務品質需求。品質學報,17(1),21-43。new window  延伸查詢new window
56.Comrey, A. L.(1988)。Factor analytic methods of scale development in personality and clinical psychology。Journal of Consulting and Clinical Psychology,56(5),754-761。  new window
57.Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing,49(4),41-50。  new window
58.任維廉、胡凱傑(20010600)。大眾運輸服務品質量表之發展與評估--以臺北市公車系統為例。運輸計劃,30(2),371-407。new window  延伸查詢new window
59.Hollenhorst, Steve、Olson, David、Fortney, Ronal(1992)。Use of importance-performance analysis to evaluate state park cabins: The case of the West Virginia State Park System。Journal of Park and Recreation Administration,10(1),1-11。  new window
60.Martilla, John A.、James, John C.(1977)。Importance-performance analysis。Journal of Marketing,41(1),77-79。  new window
61.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing,57(3),25-48。  new window
62.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing,64(1),12-40。  new window
63.狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質,14(2),147-156。  延伸查詢new window
會議論文
1.Kano, N.、Takahashi, F.(1979)。Nippon QC Gakkai。9th Annual Presentation Meeting,21-26。  new window
圖書
1.O'Sullivan, Ellen L.(1991)。Marketing for parks, recreation, and leisure。State College, PA:Venture Publishing, Inc.。  new window
2.Herzberg, Frederick、Mausner, Bernard、Snyderman, Barbara B.(1959)。The Motivation to Work。New York:John Wiley and Sons。  new window
3.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations。Allyn and Bacon。  new window
其他
1.SKYTRAX。Airport and Airline Rating,http://www.worldairportawards.com/Awards/world_airport_rating.html。  new window
2.Airport Council International。Airport Service Quality,http://www.aci.aero/Airport-Service-Quality/ASQ-Testimonials。  new window
3.中華民國交通部觀光局(2016)。中華民國國民出國按搭乘交通工具及出境港口分,http://recreation.tbroc.gov.tw/asp1/statistics/year/INIT.ASP。  延伸查詢new window
 
 
 
 
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