近年來，在全球化及亞太地區新興國家經濟逐漸崛起趨勢下，各國之間開放天空，帶動了低成本航空市場的成長，也逐漸改變了亞太地區的旅遊模式。在營運與服務的特性上，低成本航空與民眾以往熟悉的全服務航空之間有著相當程度的不同。相較於強調以客為尊、服務至上的傳統全服務航空，低成本航空以服務簡化、經營純化的方式多方面對成本進行管控，進而能提供相對低廉的票價以吸引消費者。
為了瞭解兩種不同類型航空的顧客在搭機的服務流程中，對航空公司各項服務的整體評價，以及顧客的涉入程度是否在知覺價值對顧客滿意度的關係具有干擾效果，本研究針對航空業的服務品質、知覺價值、顧客滿意度、涉入程度等構面設計問項，以搭乘台灣地區起飛或降落之國際航線的旅客作為研究樣本，包含具搭乘低成本航空經驗的顧客與僅搭乘過全服務航空的顧客，利用網路問卷進行調查，總計回收256份有效問卷。利用SPSS17.0統計軟體進行資料分析與假設檢定，研究結果顯示：低成本與全服務航空之服務品質對知覺價值有正向的影響；知覺價值對顧客滿意度有正向的影響；服務品質對顧客滿意度有正向的影響；知覺成本對知覺價值的影響不顯著；涉入程度的干擾效果經Chow檢定顯示，不同涉入程度的顧客，在低成本航空之知覺價值與顧客滿意度的關係上有顯著差異，表示低成本航空的顧客對產品服務涉入程度愈高，會增強其知覺價值對顧客滿意度之關係。然而在全服務航空方面，涉入程度則不具有顯著的干擾效果。

The purpose of this study is to investigate the effects of Low Cost Carriers (LCC) and Full Service Carriers (FSC) on service quality, perceived value and satisfaction for air passengers. Besides, we intend to test the moderating role of involvement in the relation of perceived value and customer satisfaction. The empirical data are collected from 256 passengers who had flown by LCC or FSC only. By carrying out factor analysis, Pearson correlation coefficient and regression analysis, the results indicate that (1) Service quality has a significantly positive effect on perceived value. (2) Service quality has a significantly positive effect on customer satisfaction. (3) Perceived value has a significantly positive effect on customer satisfaction. (4) Perceived cost doesn’t have a significantly negative effect on perceived value. (5) High involvement customers of LCC would strengthen the relationship between perceived value and customer satisfaction. However, there’s no significant difference between high involvement and low involvement on the relationship between perceived value and customer satisfaction of FSC. In conclusion, airline companies can increase customer satisfaction by improving their service quality or create more perceived value. LCC can try to attract more high involvement customer to upgrade the satisfaction more likely in overall.

壹、 中文部分
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參、 網路文獻
1. CAPA(Centre for Aviation) http://centreforaviation.com/
2. Wikipedia https://en.wikipedia.org/wiki/Main_Page
3. 中華民國交通部觀光局http://admin.taiwan.net.tw/index.aspx
4. 交通部民用航空局http://www.caa.gov.tw/big5/index.asp