PASSENGERS' PERSPECTIVE TOWARD AIRPORT SERVICE QUALITY: THE COMPARISON BETWEEN THE TWO CAPITAL CITY AIRPORTS IN TAIWAN

摘要

Due to urban development and traffic congestion, new international airports were built in the suburbs of many metropolises to replace the original ones, which usually have been transformed to operate domestic flights. In Taiwan, these city airports play the role as regional airports to majorly operate the direct flights between the two sides across the Taiwan Strait. With the two types of business models, passengers must have diverse expectations and perceived different service quality. This study examines passengers' perceptions regarding service quality served by Taiwan Taoyuan International Airport (TPE) and Taipei Songshan Airport (TSA). The empirical data were collected by using the questionnaire survey, distributed to the air passengers departing from or arrived at these two airports. The research results reveal that passengers perceived better service quality in TPE. TSA only surpassed TPE in one item "Ground transportation to/from airport". It is comprehensible that TSA is located in Taipei city and the Mass Rapid Transit (MRT) system is very convenient.