碩士 / 國立嘉義大學 / 管院碩士在職專班 / 103 / International aviation carrying thousands of passengers every day in the service or machine contact the sales, mistakes will inevitably occur service or product defects caused by customer unhappy. They suffered poor service, easily affect consumer sentiment, negative feelings, the lack of service, passengers and cabin crew awareness is different when a consumer facing service delivery negligence. Therefore, this study was designed to appeal to the international airline passenger and cabin crew analysis of customer complaints cognitive differences are discussed.
In this study, cabin crew and customer complaints known cognitive differences were analyzed to serve cognition “tangible property”, “assurance”, “reliability”, “reactive” and “solicitude” for cognitive differences of research. Time formal questionnaire for this study: 2014 September 10 to October 10, a total of one month to the cabin in Taiwan issued international routes, recycling 150 visitors from Taiwan and cabin crew 150 questionnaires to a random sample survey after the number of copies to 150 copies of each questionnaire issued to stop. The empirical results of this study are to passenger perspective, cognitive services “tangible property”, “assurance”, “reliability”, “reactive” and “solicitude”. However, the average falls between about 1.785-2.008, but in the “solicitude” is generally higher than other facets, so most travelers want to be able to enjoy the care of their cabin crew themself. The observation angle to the cabin crew, service awareness, and “tangible property”, “assurance”, “reliability”, “reactive” and “solicitude”, the average number of falls between about 2.071-2.555, but in the "tangibility" is much higher than other facets. Therefore, the cabin crew generally believe that when passengers boarding the first time contact is the cabin crew, cabin crew to look neat and professional appearance whether there is the appearance of the first impression shenluo mind, in the flight process, short long distance the flight, the cabin offers comfortable modern facilities, moving lines clearly marked significantly, reducing customer complaints generated. The results of this study may provide aviation businesses to improve service quality in order to reduce customer complaints reference.
| Identifer | oai:union.ndltd.org:TW/103NCYU5388008 |
| Creators | FANG-YU LEE, 李芳瑜 |
| Contributors | Fang Chang, TZUNG-CHENG HUAN, 張 璠 博士, 黃宗成 博士 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 88 |
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