教師資料查詢 | 類別: 期刊論文 | 教師: 陳淑娟 CHEN, SHU-CHUAN (瀏覽個人網頁)

標題:The Evaluation of Airline Service Quality by the Refined Importance-Performance Analysis
學年97
學期1
出版(發表)日期2008/09/01
作品名稱The Evaluation of Airline Service Quality by the Refined Importance-Performance Analysis
作品名稱(其他語言)
著者Chen, Shu-Chuan; Kuo, Shih-Yao
單位
出版者
著錄名稱、卷期、頁數Journal of Aeronautics, Astronautics and Aviation, Series A, 40(3), p.173-181
摘要Nowadays the service quality has become the core value for airlines to win the market share under severe competition. This research broadly investigated passengers' viewpoints regarding their expectations and satisfactions of the service provided by the eight airlines operating in the Asian market. According to the number of passengers and the amount of revenue, this research divided Asian routes into Taipei-Hong Kong, Taipei-Japan and other Asian routes. The simple visual IPA technique was refined and discussed in details. Traditional IPA might mislead the airlines into a blind spot, in which only focuses on their own passengers' opinions and neglect the comparison with other competitors. The refined IPA not only conserves the conciseness and efficiency of traditional IPA, but is able to reveal the significant differences between the importance and satisfactions of various services perceived by customers who fly with different airlines in different routes.
關鍵字Importance-Performance analysis;Airlines;Service quality
語言英文(美國)
ISSN
期刊性質國內
收錄於EI;
產學合作
通訊作者
審稿制度
國別中華民國
公開徵稿
出版型式,電子版
相關連結
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