國立臺灣海洋大學

航運管理學系
碩士學位論文

指導教授:陳秀育 博士

航空業員工罷工行為對顧客滿意
度與轉換意圖之影響
The Impact of Strike Behavior on
Customer Satisfaction and
Transformation Intention in Aviation
Industry Employees

研究生:李定美 撰
中華民國 106 年 6 月

摘要 本論文針對航空業員工罷工行為對顧客滿意度與轉換意圖之影響,在松山 國際機場發放問卷,並使用結構方程式得出數據,以便提供民航業者做為參考。 目前已有太多服務品質對滿意度的相關研究,但關於企業的負面事件所產生的 影響,尤其是罷工行為對消費者的影響尚未有足夠的研究,因此本研究將探討 航空業員工罷工行為對顧客滿意度與轉換意圖之影響。 近年來員工意識抬頭,無論在國內或是國外,航空業員工的罷工行為往往 都造成航空公司以及乘客巨大的影響。關於航空罷工議題的研究,以員工為了 達到利益這些方向居多,但欠缺罷工是否會影響消費者購買或轉換行為的探討。 若雇主只顧著自己眼前的利益而疏忽了勞工應有的報酬,將會造成勞工的 反彈,反彈之下最引人注目的行為即是「罷工」。勞工罷工的行為除了讓雇主 更重視到員工的不滿之外,也會因為罷工導致生產停滯成本增加。勞工集體的 罷工行為會引發社會輿論,造成社會大眾對勞資雙方產生不好的評價。 關鍵詞:航空業罷工、轉換意圖、顧客滿意度。 .

Labor collective strike behavior will lead to public opinion. especially the impact of strike behavior on the consumer has not yet enough research. If the employer is concerned only with his immediate interests and neglected the remuneration of the workers. On the issue of aviation strike to the staff in order to achieve the interests of these areas in the majority. but the impact of the negative events on the enterprise. the awareness of employees. The most striking act under the rally is "strike". The behavior of the labor strike in addition to the employer more attention to the staff's dissatisfaction. but the lack of strike will affect the consumer purchase or conversion behavior. Keywords : aviation industry strike. so this study will explore the aviation industry employees strike behavior On customer satisfaction and conversion intent. it will cause a rebound in labor. both at home and abroad. Abstract The purpose of this thesis the impact of striking behavior on customer satisfaction and conversion intention of the aviation industry employees is distributed at the Songshan International Airport and the data are obtained using the structural equation to provide the civil aviation industry as a reference. In recent years. resulting in the community on both employers and employees have a bad evaluation. the aviation industry employees strike behavior often have caused the huge impact of airlines and passengers. . but also because of the strike led to increased production costs of stagnation. conversion intention. There are too many service quality related research on satisfaction. customer satisfaction.