6 The Moderating Effect of Review Involvement on the Relationship between Low-Cost Carriers Service Quality and Customer Satisfaction 廉價航空與傳統航空之間的定位差異；Han, Yu, Chua, Lee, and Kim (2019) 提出服務 品質要包括核心服務品質與服務接觸，而無論傳統航空還是廉價航空，服務品質對 於後續的品牌態度與品牌意象，都有顯著影響。 由過去研究結果可知，航空服務品質和顧客滿意度的概念與理論研究仍處於發 展階段 (Farooq, Salam, Fayolle, Jaafar, and Ayupp, 2018)，且學者對航空服務品質的 評估面向也不盡相同（宋永坤與連建章，2015；Liou and Tzeng, 2007; Leong et al., 2015; Koklic et al., 2017; Korfiatis et al., 2019）。本研究依據Korfiatis et al. (2019) 的 評估模式，由TripAdvisor 評論網站的評級項目做為衡量服務品質面向的指標。同 時，回顧過去研究者提出衡量航空服務品質的構面，整理出對應TripAdvisor 評論 網站項目中相同之評量項目，以確認該評量項目確實屬於服務品質的衡量構面（詳 見表1）。 表1 文獻對照表 服務面向 引用學者 a. 座位舒適度Seat Comfort Farooq et al. (2018); Kim and Lee (2011); Korfiatis et al. (2019); Pakdil and Aydın (2007); Siering et al. (2018); Tsaur, Chang, and Yen (2002); Wu and Cheng (2013) b. 顧客服務Customer Service Farooq et al . (2018); Gi lbert and Wong (2003); Korfiatis et al. (2019); Liou and Tzeng (2007); Nadiri, Hussain, Ekiz, and Erdoğan (2008); Pakdil and Aydın (2007); Park et al. (2005); Siering et al. (2018) c. 整潔度Cleanliness Farooq et al. (2018); Pakdil and Aydın (2007); Kim and Lee (2011); Korfiatis et al. (2019); Wu and Cheng (2013) d. 機上餐點Food and Beverages An and Noh (2009); Fourie and Lubbe (2006); Korfiatis et al. (2019); Siering et al. (2018) e. 腿部空間Legroom Ali, Dey, and Filieri (2015); Kim and Lee (2011); Korfiatis et al. (2019) f. 機上娛樂In-flight Entertainment Fourie and Lubbe (2006); Gilbert and Wong (2003); Korfiatis et al. (2019); Siering et al. (2018) g. 物有所值Value for Money Boetsch, Bieger, and Wittmer (2011); Korfiatis et al. (2019); Siering et al. (2018) h. 報到與登機Check-in and Boarding Ali et al. (2015); Korfiatis et al. (2019); Wu and Cheng (2013)
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