Requirements of Service Quality for Low-Cost Carriers in Taiwan Market

• Main Authors: Hsiao, Chih-Ying, 蕭志穎
• Other Authors: Wang, Jin-Yuan
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/38973278962899102812

碩士 === 國立交通大學 === 運輸與物流管理學系 === 103 === Since Low-Cost Carrier (LCC) has started to run business in Taiwan market, it is important to know the customers’ requirement of the service provided by LCCs and define the service quality, which can make a contribution to the improvement of customer satisfaction. This study build a new measurement which is applicable to Taiwan market based on SERVQUAL measurement. The result shows there are 18 kinds of service can be included in this measurement in total, and we find 10 kinds of “Attractive service quality”, 7 kinds of “Must-be service quality” and 1 kind of “Indifferent service quality” by using Kano’s two-dimensional service quality model . Furthermore, we define the priority of improvement to these 18 kinds of service by calculating the Better-Worse Value.