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系統識別號 U0026-1701201723525800
論文名稱(中文) 航空公司危機處理績效之評估-以復興航空GE222及GE235空難為例
論文名稱(英文) Evaluating Crisis Management Performance for Airlines- Before and After Analysis of TransAsia Airways for GE222 and GE235 Air Crash Accidents
校院名稱 成功大學
系所名稱(中) 交通管理科學系
系所名稱(英) Department of Transportation & Communication Management Science
學年度 104
學期 2
出版年 105
研究生(中文) 吳沛璇
研究生(英文) Pei-Syuan Wu
學號 R56031321
學位類別 碩士
語文別 中文
論文頁數 194頁
口試委員 指導教授-張有恆
口試委員-鄭永祥
口試委員-徐村和
口試委員-楊慧華
口試委員-林宜欣
中文關鍵字 危機處理  空難災害防救  重要度績效表現分析  修正式重要度績效表現分析  差距分析 
英文關鍵字 Crisis Management  Air Disaster Prevention and Response  Importance-Performance Analysis (IPA)  Revised Importance-Performance Analysis (Revised IPA)  Gap Analysis 
學科別分類
中文摘要 全球於近年發生多起重大空難事件,如澎湖空難、南港空難、馬來西亞航空空難、阿爾及利亞航空空難等,空難事件發生後,各航空公司危機處理及應變方式皆不同,即可看出各航空公司平常是否有做足夠的緊急應變計畫演練;一旦發生飛安事件常會造成重大災難,故世界先進國家積極建立危機處理計劃與機制,以完善處理緊急應變事件,並追求飛安零事故為目標。
復興航空於2014年7月23日發生澎湖空難及2015年2月4日發生南港空難,分別造成48人和43人死亡;半年發生兩起重大空難事件,突顯復興航空飛安管理有疏失,並在危機處理上也不盡理想,因此復興航空須全面檢討危機處理機制及緊急應變計畫,期能對後續重大飛安事件有所建議。
本研究建構航空公司危機處理構面與因素並研擬其策略架構,以民航局主管單位為問卷對象,發放GE222事件及GE235事件專家問卷比較兩次空難發生後,復興航空是否有於「指揮構面」、「環境壓力構面」、「資訊構面」及「協調構面」此四大構面做出改善。透過重要性績效表現分析(IPA)進行分析,求得兩次空難事件影響因素之關係排序,再透過修正式重要度績效表現分析與差距分析進行IPA修正,做為復興航空危機處理因素改善優先順序的依據。
最後,本研究針對兩次空難事件各篩選出十項優先改善方案,其中有七項為共同需優先改善之方案,前三項分別為「公司各單位遇緊急狀況之行動力」、「公司整體指揮體系分工明確」及「公司與亡者家屬溝通」,結果分析發現「指揮」及「協調」構面為復興航空最需改善之構面,透過修正式IPA結合差距分析使得改善方案更符合實務情況,期能於實務界借鏡檢討並改善危機處理機制和緊急應變計畫,強化危機處理能力,提升飛航安全。
英文摘要 According to Civil Aeronautics Administration (CAA), there was no turboprop aircraft accident in Taiwan for a decade from 2003 to 2014, but the record was broken in 2014 by the TransAsia Airways GE222 accident. Another plane of the same type crashed in the following year, resulting in an accident rate increase of 16.34%. How the airlines handle the crisis, effectively or ineffectively, impacts their reputation.
The purpose of this study is to evaluate the before and after crisis management of TransAsia Airways for GE222 and GE235 air crash on their efforts to improve the aviation safety and crisis management plans. The framework and the attribute of this research were both developed from the crisis threat assessment frame work by using the Importance-Performance Analysis, Revised Importance-Performance Analysis, and Gap Analysis to find out the performance related to these two accidents and analyze their priority improvement strategies through the expert questionnaire survey.
The result showed that the most important constructs are “command” and “coordination”. The top three rankings for the priority improvement strategies are “Airlines take action in emergency situation”, “Airlines give clear commands to divisions” and “Airlines communicate with families of victims”. This paper concluded by adding four attributes to help identify the priority improvement strategies for the airlines and management authorities to revise crisis management plans and enhance aviation safety.
論文目次 表目錄 v
圖目錄 ix
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 3
1.3 研究範圍與限制 4
1.4 研究方法 4
1.5 研究流程 6
第二章 文獻回顧 8
2.1 危機之概念探討 8
2.1.1 危機之定義 8
2.1.2 危機之種類 10
2.2 企業危機管理之內涵 11
2.2.1 危機管理與危機處理之定義 11
2.2.2 危機管理階段之探討 13
2.2.3 危機管理計畫之探討 16
2.3 國內空難災害防救體系概況 22
2.3.1 國內空難災害之定義與規範 22
2.3.2 國內空難災害防救計畫之概述 27
2.3.3 新航SQ006航機失事處理經過案例回顧 39
2.4 小結 42
第三章 研究方法 43
3.1 研究架構 43
3.1.1 航空公司危機處理構面與因素選定 43
3.1.2 危機處理因素之操作型定義與來源 45
3.2 問卷設計與內容 51
3.3 問卷分析方法 51
3.3.1 研究方法流程圖 52
3.3.2 解模糊化法 53
3.3.3 重要度績效表現分析 53
3.3.4 修正式重要度績效表現分析 55
3.4 小結 60
第四章 復興航空空難個案分析 61
4.1 復興航空GE222空難事件 61
4.1.1 事件發生之緊急應變作業概述 62
4.1.2 政府與復興航空之危機處理檢核 64
4.2 復興航空GE235空難事件 66
4.2.1 事件發生之緊急應變作業概述 67
4.2.2 政府與復興航空之危機處理檢核 69
第五章 實證分析 70
5.1 樣本資料分析 70
5.1.1 復興航空GE222空難事件 70
5.1.2 復興航空GE235空難事件 71
5.2 信度分析 72
5.3 復興航空GE222空難事件分析 73
5.3.1 航空公司危機處理之重要度分析 73
5.3.2 績效表現分析 77
5.3.3 傳統重要度與滿意度分析 82
5.4 復興航空GE235空難事件分析 89
5.4.1 績效表現分析 89
5.4.2 傳統重要度績效表現分析 93
5.5 兩次空難是否有改善之比較 100
5.5.1 兩次空難事件之象限比較 100
5.5.2 兩次空難事件之改善程度 103
第六章 修正式重要度績效表現分析 112
6.1 GE222空難事件-GAP分析 112
6.2 GE222空難事件-修正式IPA 117
6.2.1 原始45度線分析 118
6.2.2 以GAP差0.5為標準之45度線 121
6.2.3 以GAP差0.2為標準之45度線 124
6.2.4 修正方法之比較分析 127
6.3 GE235空難事件-GAP分析 129
6.4 GE235空難事件-修正式IPA 133
6.4.1 原始45度線分析 133
6.4.2 以GAP差0.5為標準之45度線 137
6.4.3 以GAP差0.2為標準之45度線 141
6.4.4 修正方法之比較分析 144
6.5 傳統與修正式重要度績效表現分析比較 146
6.5.1 GE222事件分析 146
6.5.2 GE235事件分析 149
6.5.3 GE222事件與GE235事件修正後之分析 152
6.6 改善方案之優先順序 155
第七章 結論與建議 160
7.1 研究結論 160
7.2 建議 163
7.2.1 GE222事件給予之建議 163
7.2.2 GE235事件給予之建議 166
7.2.3 兩次事件改善方案之建議 167
7.3 研究貢獻 169
7.4 未來研究建議 169
參考文獻-中文 170
參考文獻-英文 172
參考文獻-網頁 182
附錄一、第一次問卷 183
附錄二、第二次問卷 189
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參考文獻–網頁部分
1.International Civil Aviation Organization (ICAO),http://www.icao.int/Pages/default.aspx
2.International Air Transport Association (IATA),http://www.iata.org/Pages/default.aspx
3.行政院飛安會網站,https://www.asc.gov.tw/main_ch/index.aspx
4.行政院災害防救會報,http://www.cdprc.ey.gov.tw/Default.aspx
5.交通部民用航空局,http://www.caa.gov.tw/big5/index.asp
6.復興航空網站,http://www.tna.com.tw/tw/press-news-tw
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