臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：應用IRPA與IAA分析馬公航空站服務品質之研究
書刊名：觀光與休閒管理期刊
作者：方祥權 引用關係
作者(外文)：Fang, Shyang-chyuan
出版日期：2015
卷期：3:1
頁次：頁103-124
主題關鍵詞：旅遊服務業；顧客滿意度；影響範圍-績效分析；影響非對稱-績效分析；Hospitality industry；Customer satisfaction；Impact-range performance analysis；IRPA；Impact asymmetry analysis；IAA
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(2) 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:2
  • 共同引用共同引用:0
  • 點閱點閱:8
航空旅行需求與國家的經濟發展有關，因此航空公司飛機設備新穎已非重點所在，關鍵是在組織提供之服務。顧客滿意度是旅遊服務業成功的重要指標，而服務品質則是滿意度關鍵的預測因子，好的服務品質不僅可以具競爭力，在擴大市場佔有率及投資報酬率皆有策略性的意義。馬公航空站已成為旅客與台灣之間重要橋樑，航空站經營管理走向服務化，航空運輸之目標為安全、便捷與舒適，注入以顧客為尊之服務觀念。本研究以馬公航空站之旅遊服務業為對象，透過IRPA與IAA服務品質分析法之應用，藉由實際調查資料分析所得作為其擬定營運改善服務品質的參考。
The demand of air traveling is in relation to the national economic development; therefore, the novel airplane facilities are no longer the priority to Air Company but provision of warming services, instead. Customer satisfaction is the key index to the success of hospitality industry and the service quality is the predictor of satisfaction. Good service quality can promote competitive ability; and the expanding market share and the rate of return on investment bear strategic significance. Makung Airport has become an important airway for travelers from and to Taiwan island or otherwhere, and the business management of the air station is on the way to service oriented. The goal of air transportation is safe, fast, convenient, and comfortable, and the service concept of customer first will be strictly followed. This study focuses on the touring services at Makung Airport using Impact-Range Performance Analysis (IRPA) and Impact Asymmetry Analysis (IAA) for evaluation of service quality. The field questionaire data will be used to simulate airport operation and improvement of service quality will be provided for reference.
期刊論文
1.Bartikowski, B.、Llosa, S.(2004)。Customer Satisfaction Measurement: Comparing Four Methods of Attribute Categorisations。The Service Industries Journal，24(4)，67-82。  new window
2.Alberty, S.、Mihalik, B. J.(1989)。The use of importance-performance analysis as an evaluative technique in adult education。Evaluation Review，13(1)，33-44。  new window
3.Lee, J. S.、Back, K. J.(2008)。Attendee-based brand equity。Tourism Management，29(2)，331-344。  new window
4.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
5.Lee, J. S.、Back, K. J.(2010)。Reexamination of attendee-based brand equity。Tourism Management，31(3)，395-401。  new window
6.Matzler, K.、Hinterhuber, H. H.、Bailom, F.、Sauerwein, E.(1996)。How to Delight Your Customers。Journal of Product and Brand Management，5(2)，6-18。  new window
7.Ting, S. C.、Chen, C. N.(2002)。The Asymmetrical and Non-linear Effects of Store Quality Attributes on Customer Satisfaction。Total Quality Management，13(4)，547-569。  new window
8.Dolinsky, A. L.、Caputo, R. K.(1991)。Adding a competitive dimension to importance-performance analysis: An application to traditional health care systems。Health Marketing Quarterly，8(3/4)，61-79。  new window
9.Matzler, K.、Fuchs, M.、Schubert, A. K.(2004)。Employee satisfaction: does Kano's model apply?。Total Quality Management and Business Excellence，15(9/10)，1179-1198。  new window
10.Johnston, Robert(1995)。The Determinants of Service Quality: Satisfiers and Dissatisfiers。International Journal of Service Industry Management，6(5)，53-71。  new window
11.Hawes, J. M.、Rao, C. P.(1985)。Using importance-performance analysis to develop health care marketing strategies。Journal of Health Care Marketing，5(4)，19-25。  new window
12.Brandt, D. Randall(1988)。How Service Marketers Can Identify Value-Enhancing Service Elements。The Journal of Services Marketing，2(3)，35-41。  new window
13.Garvin, David A.(1984)。What Does "Product Quality" Really Mean?。MIT Sloan Management Review，26(1)，25-43。  new window
14.Azzopardi, Ernest、Nash, Robert(2013)。A Critical Evaluation of Importance-Performance Analysis。Tourism Management，35，222-233。  new window
15.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。SERVQUAL: Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality。Journal of Retailing，64(1)，12-40。  new window
16.Albayrak, T.、Caber, M.(2015)。Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques。Tourism Management，46，43-50。  new window
17.Caber, M.、Albayrak, T.、Loiacono, E. T. K. T.(2013)。The classification of extranet attributes in terms of their asymmetric influences on overall user satisfaction: an introduction to asymmetric impact-performance analysis。Journal of Travel Research，52(1)，106-116。  new window
18.Hui, M. K.、Zhao, X.、Fan, X.、Au, K.(2004)。When does the service process matter? A test of two competing theories。Journal of Consumer Research，31，465-475。  new window
19.Joseph, M.、Allbright, D.、Stone, G.、Sekhon, Y.、Tinson, J.(2005)。Importance performance analysis of UK and US bank customer perceptions of service delivery technologies。International Journal of Bank Marketing，23(5)，397-413。  new window
20.Jou, R. C.、Lam, S. H.、Hensher, D. A.、Chen, C. C.、Kuo, C. W.(2008)。The effects of service quality and price on international airlines' competition。Transportation Research E，44(4)，580-592。  new window
21.Li, J.、Fine, J. P.(2011)。Assessing the dependence of sensitivity and specificity on prevalence in meta-analysis。Biostatistics，12(4)，710-722。  new window
22.Liu, W. Y.、Liu, Y. H.、Huang, S. H.、Wen, H. Z.(2010)。Measuring the relationship between customers' satisfaction and cognitions: a case of Janfusun Fancyworld in Taiwan。World Academy of Science, Engineering and Technology，71，859-865。  new window
23.Severt, D.、Wang, Y.、Chen, P. J.、Breiter, D.(2007)。Examining the motivation, perceived performance, and behavioural intentions of convention attendees: evidence from a regional conference。Tourism Management，28，399-408。  new window
24.Sheng, Xiaojing、Simpson, Penny M.、Siguaw, Judy A.(2014)。U.S. winter migrants' park community attributes: An importance performance analysis。Tourism Management，43，55-67。  new window
25.Anderson, E. W.、Mittal, V.(2000)。Strengthening the satisfaction-profit chain。Journal of Service Research，3(2)，107-120。  new window
26.Coghlan, Alexandra(2012)。Facilitating reef tourism management through an innovative importance-performance analysis method。Tourism Management，33(4)，767-775。  new window
27.Enright, Michael J.、Newton, James(2004)。Tourism destination competitiveness: A quantitative approach。Tourism Management，25(6)，777-788。  new window
28.Eskildsen, Jacob K.、Kristensen, Kai(2006)。Enhancing importance-performance analysis。International Journal of Productivity and performance Management，55(1)，40-60。  new window
29.Matzler, K.、Sauerwein, E.(2002)。The factor structure of customer satisfaction: An empirical test of the importance grid and the penalty-reward-contrast analysis。International Journal of Service Industry Management，13(4)，314-332。  new window
30.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
31.Oh, Haemoon(2001)。Revisiting importance-performance analysis。Tourism Management，22(6)，617-627。  new window
32.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
33.Martilla, John A.、James, John C.(1977)。Importance-performance analysis。Journal of Marketing，41(1)，77-79。  new window
34.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
35.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
36.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。  new window
37.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
38.Fuchs, M.、Weiermair, K.(2003)。New perspectives of satisfaction research in tourism destinations。Tourism Review，58(3)，6-14。  new window
圖書
1.Institute for Tourism(2011)。Attitudes and expenditures of tourists in Croatia e TOMAS summer 2010。Zagreb, Croatia：Institute for Tourism。  new window
2.Herzberg, Frederick、Mausner, Bernard、Snyderman, Barbara Bloch(1959)。The Motivation to Work。John Wiley & Sons, Inc.。  new window
3.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
4.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：740（臺灣：713，外國：27） ／ 本年度總使用人次：1473665 ／ 訪客人次（自102年09月）：67276563
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上