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完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 郭瑞祥(Ruey-Shan Guo) | |
dc.contributor.author | Yu-Chi Fan | en |
dc.contributor.author | 范祐齊 | zh_TW |
dc.date.accessioned | 2021-06-16T23:25:20Z | - |
dc.date.available | 2025-03-03 | |
dc.date.copyright | 2020-03-03 | |
dc.date.issued | 2020 | |
dc.date.submitted | 2020-02-23 | |
dc.identifier.citation | 1. AirlineRatings.com, “World’s Safest Airlines named for 2019”, AirlineRatings, 2019
2. ANA, “Annual Report FY2018/19”, ANA, 2019 3. Cathay Pacific, “Annual Report FY2018/19”, Cathay Pacific, 2018 4. Dahlgaard, J.J., K. Kristensen, G.K.Kanji, “Fundamentals of Total Quality Management”, Taylor & Francis Group, 2002 5. Emirates, “The Emirate Group Annual Report”, Emirate, 2019 6. EVA Air , “Annual Report FY2018/19”, EVA Air , 2018 7. Gilbert, G. Ronald. “Quality Improvement in a Federal Defense Organization.” Public Productivity & Management Review, vol. 16, no. 1, 1992, pp. 65–75 8. Hyde, A.C. “The Proverbs of Total Quality Management: Recharting the Path to Quality Improvement in the Public Sector.” Public Productivity & Management Review, vol. 16, no. 1, 1992, pp. 25–37 9. IATA, “Annual Review 2019”, IATA, 2019 10. KPMG, “The Aviation Industry Leaders Report 2019 Tackling headwind”, Airline Economics, 2019 11. OAG, “Punctuality League 2019”, OAG, 2019 12. Sadik, R.M., “Implementation of Total Quality Management in Airline, Case Study of Emirates Airline”, International Journal of Advances in Computer Science and Technology, vol 7, no. 5, 2018 13. Singapore Airlines, “Sustainability Report FY2018/19”, Singapore Airlines, 2019 14. Singapore Airlines, “Annual Report FY2018/19”, Singapore Airlines, 2019 15. Skytrax, “The World’s Best Airline of 2019”, Skytrax, 2019 | |
dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/65105 | - |
dc.description.abstract | 隨著航空旅行需求的增加以及對手爭奪市場份額的競爭,航空公司需開發新的產品和服務來吸引客戶,同時保持較低的運營成本以提高利潤率。在這種情況下,可以實施全面品質管理(TQM),以降低運營成本,提高運營效率和改善客戶體驗,並提高忠實的客戶和運營利潤。
本研究的目的是評估TQM的三項原則:關注客戶和員工,持續改進以及每個人的參與,他們在航空業實施時對客戶體驗有什麼影響,以及如何長期維持這些原則。 結果表明,應用TQM原則後提高了員工的整體生產力和敬業度,設計出更有效的流程,從而客戶在每個接觸點上的體驗都是極好的。這些原則通過簡化流程,鼓勵員工,執行原則及獎勵員工,成功得以長期維持。 | zh_TW |
dc.description.abstract | As the demand of air travel increases and competitors fight to gain market share, the airlines are forced to develop new and innovative products and services to attract customers, while at the same time keep the operating costs low to improve profit margin. Total Quality Management (TQM) can be implemented in this case to reduce operating cost, improve operational efficiency, improve customer experience, and result in increasing loyal customer and operating profit.
The purpose of this study is to assess the 3 principles of TQM: Focusing on the customer and the employee, continuous improvement, and everybody’s participation, and what impact they have on the overall customer experience when implemented in the airline industry, and how they can be sustained long term in the operation. Using data collected from the study, the result shows when applied the TQM principles, the overall productivity and engagement of the employees are higher, more efficient and effective processes are designed. Customer perceived experience throughout every touchpoints are excellent. The principles are sustained through simplify process, encourage employees, enforce principles, and reward success. | en |
dc.description.provenance | Made available in DSpace on 2021-06-16T23:25:20Z (GMT). No. of bitstreams: 1 ntu-109-R06749023-1.pdf: 4716858 bytes, checksum: 1e67109df6191820fdf88c40e4885251 (MD5) Previous issue date: 2020 | en |
dc.description.tableofcontents | 論文審定書 iii
Acknowledgement iv 中文摘要 v Abstract vi Table of Contents vii List of Figures ix List of Tables x Chapter 1: Introduction 1 1.1. General Introduction 1 1.2. Objective of Study 1 1.3. Methodology 2 1.4. Chapter Outline 3 Chapter 2: Literature Review 5 2.1. Total Quality Management 5 2.1.1. What is TQM 6 2.2. Customer Experience 11 2.2.1. Customer Satisfaction 11 2.2.2. Measurement of Customer Satisfaction 13 Chapter 3: Market Analysis 16 3.1. Airline Industry Overview 16 3.2. Five Forces Analysis 20 3.3. Affect of TQM on airline industry 27 Chapter 4: Case Study of Singapore Airlines 28 4.1. Singapore Airlines Background 30 4.2. Financial and Operation Performance 32 4.3. Operation Processes and Strategies 36 4.3.1. Mission Statement, core value, and goal definition 36 4.3.2. Metrics used to measure performance and their implications 37 4.3.3. Application of the principles of TQM in Singapore Airline operation 44 4.3.4. Traits required on successful TQM implementation 58 4.4. Challenges and Opportunities 60 Chapter 5: Conclusion 66 5.1. Conclusion 66 5.2. Recommendation 69 5.3. Limitation 70 Reference 72 Appendix 73 Appendix 1: Interview Questions 73 Appendix 2: 10 Year Statistical Record 74 Appendix 3: Singapore Airlines Station Performance Scheme 76 | |
dc.language.iso | en | |
dc.title | 全面品質管理的效果及其對客戶體驗的影響 –
新加坡航空公司案例研究 | zh_TW |
dc.title | An assessment on Effect of Total Quality Management and its Impact on Customer Experience - Case study on Singapore Airlines | en |
dc.type | Thesis | |
dc.date.schoolyear | 108-1 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | 陳家麟(Chialin Chen),許文馨(Audrey Hsu) | |
dc.subject.keyword | 全面品質管理,客戶體驗,運營效率,員工生產率,航空公司運營,航空業, | zh_TW |
dc.subject.keyword | Total Quality Management,Customer experience,Operation efficiency,Employee productivity,airline operation,Aviation Industry, | en |
dc.relation.page | 72 | |
dc.identifier.doi | 10.6342/NTU202000493 | |
dc.rights.note | 有償授權 | |
dc.date.accepted | 2020-02-24 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 企業管理碩士專班 | zh_TW |
顯示於系所單位: | 管理學院企業管理專班(Global MBA) |
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