運用網絡層級分析法發展自助行李託運系統服務品質之評估準則

Abstract

本研究旨在探討影響創新科技應用於自助行李託運（Self Bag Drop, SBD）系統服務品質的相關因素，並以熟悉桃園機場旅客自助行李託運系統之學者專家作為研究對象。本研究首先透過文獻回顧建立初步自助行李託運系統服務品質評估構面及準則，包含效率、資訊透明性、問題處理即時性、服務創新、安全性及顧客體驗等面向。其後，邀請相關領域專家進行德爾菲（Delphi）調查問卷填寫，在修正評估構面及準則後，邀請11位航空客運領域的學者專家填寫網絡層級分析（Analytic Network Process, ANP）問卷，作為後續資料分析之基礎。研究工具之信度檢驗採用一致性比率（Consistence Ratio, CR）評估所有填答的問卷之意見是否具一致性。其後，使用統計軟體SPSS 21.0進行描述性統計，並利用矩陣計算層級分析及網絡層級分析法之數據運算，結合模糊綜合評估法進一步探討服務品質各構面間的相對權重與影響力。基於研究發現，建議機場管理單位與系統供應商加強問題處理能力與顧客互動體驗，並持續推動服務創新及透明化資訊傳遞，以提升旅客使用自助行李託運系統滿意度。

This study explore the relevant factors affecting the service quality of innovative technology applications in Self Bag Drop (SBD) systems, with experts familiar with the SBD system at Taoyuan Airport as the research subjects. This study first established preliminary service quality assessment criteria for SBD systems through literature review, including aspects such as efficiency, information transparency, problem-solving immediacy, service innovation, security, and customer experience. Subsequently, relevant field experts were invited to complete Delphi survey questionnaires. After modifying the assessment criteria, 11 experts in the aviation passenger transport field were invited to complete Analytic Network Process (ANP) questionnaires as the foundation for subsequent data analysis.The reliability testing of research employed Consistency Ratio (CR) to evaluate whether all completed questionnaires demonstrated consistent opinions. Thereafter, SPSS 21.0 was used for descriptive statistics, and matrix calculations were utilized for data computation in ANP methods, combined with fuzzy methods to further explore the relative weights and influence to service quality.Based on the research findings, it is recommended that airport units and system suppliers strengthen problem-solving capabilities and customer experiences, while continuously promoting service innovation and transparent information to enhance passenger satisfaction with SBD systems.