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題名:改進越南航空對地勤服務系統服務品質之管理策略
作者:范氏紅燕
作者(外文):Yen Thi Hong Pham
校院名稱:國立高雄科技大學
系所名稱:國際企業系
指導教授:王天津
學位類別:博士
出版日期:2020
主題關鍵詞:越南航空機場地勤服務服務品質集群分析績效評估Vietnam Airlinesairportsground handlingservice qualityperformance evaluation.
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越南航空(VNA)透過外包地勤服務可以將其網絡的效能與效率最大化並為其服務增值。本研究旨在運用方法評估越南航空全球45個營運機場的地勤服務品質並提出改善建議。方法包括集群分析,及兩項檢定(既變異數分析(ANOVA)及事後比較檢定) 。研究結果提供高階經理人(1)通過機場群組績效比較,綜觀越南航空地勤服務品質(2) 定義可實現目標的標竿;(3)了解群組在個別準則下的績效表現。此外,管理當局基於其對服務績效的見解,決定地勤服務的管理策略,推行差異化策略,以創造競爭優勢。建議此方法還可以幫助外派管理人員對自己集群內以及其他集群內機場的在地化生產力水準有清晰的了解。
關鍵字:越南航空;機場;地勤服務;服務品質;集群分析;績效評估。
ABSTRACT
Vietnam Airlines (VNA) has the potential to add more value to its offerings by maximizing its effectiveness and efficiency of the ground handling service network it outsources. This research aims at making recommendations to VNA for the use of a method to evaluate and improve its ground handling service network being operated at 45 airports in Vietnam and across the world. The method is a combined cluster analysis and two tests (i.e ANOVA and post hoc tests) to provide (1) top managers a general view of ground handling service quality delivered to VNA passengers at the destinations whose ground handling performance will be observed and assessed by comparing airport clusters; (2) to define benchmarks as achievable targets; and, (3) to advance understanding about performance of airport clusters in a certain criterion. Furthermore, based on service-performance insights, the management board can decide management strategies for ground handling service in order to create a competitive advantage to pursue a differentiation strategy. This recommended approach also assists expatriate station managers to have a clear understanding of the localized productivity level relating to other airports within their own clusters as well as with those in other clusters.
Keywords: Vietnam Airlines; airports; ground handling; service quality; performance evaluation.
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