sharpening passenger service strategy planning by applying kano's quality element classification: a case study in the airline industry
學年 95
學期 1
出版（發表）日期 2007-01-01
作品名稱 sharpening passenger service strategy planning by applying kano's quality element classification: a case study in the airline industry
作品名稱（其他語言）
著者 Hsu, Yueh-ling; 許超澤; Hsu, Chao-che; Bing, Pei-chi
單位 淡江大學運輸管理學系
出版者 Eastern Asia Society for Transportation Studies (EASTS)
著錄名稱、卷期、頁數 Journal of the Eastern Asia Society for Transportation Studies 7, pp.3044-3059
摘要 For sustainable competitive advantage in the air transport industry, an airline must be able to create and retain customers. One of the necessary conditions for this is that an airlines’ product/service must be able to meet the passengers’ needs and wants. This paper presents how airline passenger service requirements can be analyzed by using Kano’s model of quality element classification as well as discusses the potential benefits that can be achieved by applying this approach to make marketing strategy planning. According to Kano’s model, quality elements can be classified into three categories, namely Must-be, One-dimensional and Attractive needs, depending on their ability to create customer satisfaction or dissatisfaction. Results of this study suggest that airline passenger service elements could be classified analogously with Kano’s model to identify the most important passenger service elements, and to effectively distinguish the differences between passenger groups by statistic analysis.
關鍵字
語言 en
ISSN 1341-8521
期刊性質 國外
收錄於
產學合作
通訊作者
審稿制度 否
國別 JPN
公開徵稿
出版型式 ,電子版
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