臺灣博碩士論文加值系統

本研究的主要目的是找出影響廉價航空公司VietJet Air客戶滿意度的服務品質因素。
本研究利用SERVQUAL量表找出衡量客戶滿意度的因素，並以重要--表現程度分析(Important-Performance, IPA) 評估廉價航空公司VietJet Air的服務品質。研究共蒐集了297份有效問卷，最終以IPA圖形網格的形式呈現結果。
研究結果顯示VietJet Air已經滿足了客戶8個服務品質因素，仍有14個因素並未滿足。同時結果也顯示性別在滿意度上並無差異。從IPA的分析中可以看出，客戶希望VietJet Air更尊重他們的權益。此外，VietJet Air需要投資培訓員工，才能使他們為客戶提供更佳的服務。

This study is based on the SERVQUAL scale to find factors measure customer satisfaction. Use Importance-Performance Analysis (IPA) to design and analyze inquiries for the purpose of investigating, assessing service quality for a low-cost carrier in Vietnam - VietJet Air. A total of 297 useful responses were collected and the data were processed and presented in the form of graphical IPA grids. The main purpose of this study is to find out the factors service quality of low-cost carries affects customer satisfaction. Then find ways to improve quality of service of VietJet Air. Research results have found that VietJet has satisfied customers 8 factors and not met the needs of customers 14 factors. Besides, the results also showed that male and female have no differences in satisfaction when using the services of VietJet.
The analysis of IPA for VietJet Air shows that customers want to be respectful of the rights of me more. In addition, VietJet Air needs to invest in training staff to learn better about the service they provide to customers.

摘 要......i
Abstract......ii
Acknowledgements......iii
Table of contents......iv
List of table......vi
List of figures......vii
Chapter 1: Introduction......1
1.1. Background......1
1.1.1. World's low-cost carriers......1
1.1.2. Vietnam’s low cost carries......2
1.2. Motivation......4
1.3. Objectives......5
1.4. Research process......6
1.5. Thesis outline......7
Chapter 2: Literature review......8
2.1. Low – cost carriers related research......8
2.1.1. Service quality......8
2.1.2. Customer satisfaction......12
2.2. Method related ......13
2.2.1. SERVQUAL Scale......13
2.2.2. Importance -Performance Analysis model......16
Chapter 3: Methodology......19
3.1. Research subject......19
3.2. Survey design......21
3.3. Data collection process......24
3.4. Data processing......25
3.5. Statistical analysis method......26
Chapter 4: Analysis and Results......28
4.1. Descriptive analysis statistics......28
4.2. Cronbach’s alpha......30
4.3. Paired Sample T-test......32
4.3. IPA model......35
4.4. Independent Sample T-test......39
Chapter 5: Conclusion......42
5.1. Conclusion......42
5.2. Limitations in research......46
References......48
Appendix I......55
Extended Abstract......61

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