過去許多研究透過量化方法衡量國際機場績效，但無研究整合Kano 二 維品質模式與重要度績效分析評估國際機場服務品質。本文基於桃園國際 機場之立場，針對臺灣桃園國際機場之入出境旅客進行問卷調查，藉由服 務品質 (SERVQUAL) 架構，構建臺灣桃園國際機場服務品質評估模式。 透過問卷所得資料，探求臺灣桃園國際機場服務品質屬性及旅客重要度與 滿意度。研究結果顯示，臺灣桃園國際機場服務品質屬性中，7 項為一維品 質，25 項為必需品質，13 項為無差異品質。在重要度與滿意度方面，分別 以「清晰的登機廣播」與「機場人員服務態度」為首要，「候機室設備舒適 度」則為最優先改善之項目。本文研究結果，可提供臺灣桃園國際機場作 為未來擬定營運策略之重要參考依據。

A number of airport studies have contributed to measuring airport performance through quantitative approaches, but none of them have applied and combined Kano’s model and importance-performance analysis to evaluate international airport service quality. Based on Taiwan Taoyuan International Airport’s (TTIA) orientation, this paper implemented a questionnaire survey for passenger in Taiwan Taoyuan International Airport. Considering SERVQUAL frameworks and then obtaining by questionnaires to construction and implication the service quality, importance and satisfaction of Taiwan Taoyuan International Airport. The research results indicate that there are (1) seven service qualities attribute to one-dimensional quality, (2) twenty-five qualities attribute to must-be quality, and (3) thirteen qualities attribute to indifferent quality. The overall evaluation illustrates that the ‘boarding broadcast clearly’ and ‘service attitude of terminal staff’ are the primary rating criterion for importance and satisfaction survey, and “departure lounge” is the highest priority for the improvement project. These results can provide as a good reference for TTIA to create operating strategies.