Browsing by Author "Yang, Cheng-Hua"

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Do airline self-service check-in kiosks meet the needs of passengers?
(2008-10-01)
Chang, Hsin-Li
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Yang, Cheng-Hua
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運輸與物流管理系註：原交通所+運管所
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Department of Transportation and Logistics Management
This study aims to (i) explore the importance and performance of services provided by kiosks and (ii) identify managerial strategies to increase kiosk attractiveness in order to be a viable option for passengers. The service attributes influencing service quality were first determined via the critical incident technique (CIT), following which a questionnaire was designed for data collection. Relative to an identified distribution (Ridit) values were applied to conduct the importance-performance analysis (IPA) rather than the mean values of raw ordinal scores. Our results indicate that potential kiosk users expect their check-in environment to be highly controlled. Airlines may mitigate frequent flyers' resistance to kiosks by providing additional benefits
Explore airlines' brand niches through measuring passengers' repurchase motivation - an application of Rasch measurement
(2008-05-01)
Chang, Hsin-Li
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Yang, Cheng-Hua
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運輸與物流管理系註：原交通所+運管所
;
Department of Transportation and Logistics Management
This study develops a method of measuring airline repurchase motivation exploring service items affecting repurchase, and aiding airlines to self-evaluate their service marketing. An empirical study is conducted involving interviewing 1457 repeat patrons of four major airlines that fly between Taipei and Hong Kong. Rasch measurements converting raw ordinal responses into interval scale values was applied to identify the relatively strong and weak service items for each airline. (C) 2008 Elsevier Ltd. All rights reserved.