The Application of Kano Modeling in Service Quality ofAirline

• Main Authors: HUNG, CHIA-PING, 洪嘉萍
• Other Authors: FANG,YEN-PO
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/9gmmn9

碩士 === 銘傳大學 === 觀光事業學系碩士在職專班 === 107 === This study uses the SERVQUAL and Kano model to explore the quality issue in airlines. The results reveal that qualities of airline in this sector that were perceived as most important were as follows: ‘Airline cabins have more audio-visual entertainment options’, ‘Airline models are novel’, ‘Airline air service personnel can quickly and properly handle complaints from passengers’, ‘Airlines can quickly get baggage claim’, ‘Airline service personnel have a wealth of professional knowledge’, ‘Airline service personnel take the initiative to care’, ‘Airline transportation staff can help passengers with hospitality’, and ‘Airline service personnel can understand passengers and what kind of services are needed’. Based on the findings shared here, this study makes some recommendations for enhancing service quality in airline.