Formulating In-flight Service Strategy for Medium-and Long-Haul Flights Based on PZB Service Quality Gap Model
碩士 === 國立交通大學 === 工業工程與管理學程碩士班 === 89 === Formulating In-flight Service Strategy for Medium- and Long-Haul Flights Based on PZB Service Quality Gap Model Student: I-Jun LiuAdvisor: Dr. Shang Hwa Hsu Department of Industrial Engineering and Management National Chiao T...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2001
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| Online Access: | http://ndltd.ncl.edu.tw/handle/44369364170573183593 |
| Summary: | 碩士 === 國立交通大學 === 工業工程與管理學程碩士班 === 89 === Formulating In-flight Service Strategy for Medium- and Long-Haul Flights Based on PZB Service Quality Gap Model
Student: I-Jun LiuAdvisor: Dr. Shang Hwa Hsu
Department of Industrial Engineering and Management
National Chiao Tung University
ABSTRACT
This study investigated service quality shortfalls in airline’s in-flight services by employing the framework of PZB’s Service Quality Gap Model. Frequent flyers, airline management, and flight attendants rated the importance of each in-flight service items. It was found that there were many gaps existed among the three groups. Interviews were conducted to explore potential causes underlying the gaps. Strategy of improvement was formulated to close the gaps between customers and in-flight service providers.
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