如何確保飛航安全，將飛安事故降到零事故一直是民航發展最重要的課題。任何型態的航機，無論是大型、小型、私人或商用運輸客機，從起飛到降落，機師扮演著重要的角色。機師於航機起飛前，必須了解各種與此次飛行任務有關的資料，譬如天氣情況，飛航公告(如某處導彈演習、火炮射擊)、航管資料(離、到場程序等)、助航設備、火炮射擊、起降機場目前情況等，而這些資料便是由民航局飛航情報中心及飛航諮詢單位來收集並提供。由於民航局情報中心及各諮詢台諮詢人員服務的對象是各航空公司的機師及飛航簽派人員，因此飛航情報諮詢業務與一般的服務業不同，他們所提供的資料完整及正確性會直接影響飛航安全，因此飛航諮詢人員的專業性及反應性相當重要。
本研究主要以機師及簽派員觀點來瞭解其對飛航情報的知覺服務品質及重要性的認知，並探討這些服務品質是否會影響機師及簽派員的滿意度，藉以瞭解他們所提供的服務及資料是否對機師有幫助並增進飛航品質。本研究針對到松山及小港機場接受服務的機師及簽派員進行問卷調查。研究結果顯示在飛航諮詢服務的重要性與滿意度的差異檢定分析上，只有「諮詢人員會主動通知飛航人員相關公告及天候訊息」的問項沒有達顯著水準，其餘問項皆達顯著水準，顯示機師及簽派員認知的重要性與滿意度大多有顯著差異。
而在重要性－滿意度分析(IPA)上，大部分的屬性皆落於「優先改善區」（8項）及「次要保持區」﹙9項﹚，其次是優勢保持區﹙2項﹚。此外利用探索性因素分析萃取出三項飛航諮詢服務品質構面，分別是「諮詢人員的專業與信賴」、「諮詢人員的服務與態度」、「環境與人員第一印象」。在不同人口統計變項於飛航諮詢服務品質、整體滿意度及對飛航品質的影響的變異數分析上，只有「副機師」及「簽派員」在「諮詢人員的專業與信賴」構面上有顯著差異，其餘則無。最後由迴歸分析得知「諮詢人員的專業與信賴」及「諮詢人員的服務與態度」等服務品質構面對機師及簽派員滿意度有顯著正向影響，各項服務因素構面中，僅「飛航諮詢人員的專業與信賴」對飛航品質影響達顯著性，而機師及簽派員滿意度對飛航品質有顯著正向影響。本文可作為民航主管機關及飛航情報單位改善飛航諮詢服務品質的參考。

How to keep flight safety, and keep a perfect record has been the most important subject in civil aviation development. In any kind of aircraft, no matter large, small, private or business transportation aircraft. A pilot plays important role from take off to land. Pilots should know various information, which is relative to flight safety, such as weather condition, NOTAM (notice to airman), air traffic control information, navigation facilities, gun-firing, take-off and destination airport condition, and such kind of information is collected and provided by flight information center and flight information station. The people whom they serve are pilots and operational dispatchers (ODs). So the characteristics of flight information are not the same as other service industry, whether the data are complete and correct will affect flight safety directly. So it is essential for person’s specialty and response.

This study aimed at examine the perception of service quality and importance of flight information service from the perspectives of the pilots and ODs, and discuss whether these service quality will affect pilot’s and OD’S satisfaction. By this, we will know the service and flight information that specialists provide does benefit to pilots and flight quality. This study adopted questionnaire survey by pilots and ODs who went to Song Shan and Kaohsiung flight information station and had service from those stations. Paired sample t-test was applied in test of Important and Satisfaction analysis showed that all items were significant different between pilots and ODs except item” FIS (Flight Information Station) specialist will proactively notify you about critical NOTAM and weather information”.

About importance-performance analysis (IPA), most attributes located in “concentrate here” and “low priority”, another is “keep up the good work”. Besides, by exploratory factor analysis, this study extracted three service quality dimensions, these were “the expertise and trust of specialists”, “the service and attitude of specialists”, “environment and first impression of specialists”. ANOVA result indicated that only ‘co-pilot’ and ‘OD’ had significant difference on dimension “the expertise and trust of specialists”. Finally, regression analysis indicated that “the expertise and trust of specialists”、“the service and attitude of specialists” had positive impact on pilot’s and OD’s satisfaction , but only “the expertise and trust of specialists” had significant impact on flight quality, besides, pilot’s and OD’s satisfaction had significant impact on flight quality. This thesis may provide some references for civil aviation authority and flight information center to improve flight information service.

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