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    题名: sharpening passenger service strategy planning by applying kano's quality element classification: a case study in the airline industry
    作者: Hsu, Yueh-ling;許超澤;Hsu, Chao-che;Bing, Pei-chi
    贡献者: 淡江大學運輸管理學系
    关键词: Airline passenger service;Kano model;Customer satisfaction
    日期: 2007-01-01
    上传时间: 2009-11-30 12:49:40 (UTC+8)
    出版者: Eastern Asia Society for Transportation Studies (EASTS)
    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.
    關聯: Journal of the Eastern Asia Society for Transportation Studies 7, pp.3044-3059
    DOI: 10.11175/eastpro.2007.0.393.0
    显示于类别:[運輸管理學系暨研究所] 期刊論文

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