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학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
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연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2016.1
- 수록면
- 34 - 46 (13page)
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초록· 키워드
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The purpose of this study is a) to examine customer needs for, and satisfaction in service quality of both LCCs and FSCs in South Korea, and b) to compare the differences between LCCs and FSCs. To achieve this goal, this study employs Kano model that is considered a useful method not only to analyze customers’ needs and satisfaction but identify ways to improve customer satisfaction. Four main components of airline service quality were chosen: human service, physical service, and system service attributes. Data were collected from Korean passengers who experienced both domestic LCCs and FSCs. A total of 280 responses were used for the final data analysis. Based on Kano model, each service quality attribute was clarified into ‘must be’, ‘one-dimensional’, ‘attractive’, and ‘indifferent’ dimension. As results, ‘must be’ dimension was not found for both LCC and FSC. Most service quality items were clarified as one dimensional attribute for FSC while relatively more attractive attributes were found for LCC. Based on the findings, the theoretical and practical implications were discussed.
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참고문헌 (28)
참고문헌 신청
Safak Aksoy / 2003 / Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint / Journal of Air Transport Management 9(6):343~351
Cigdem Basfirinci / 2015 / A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model / Journal of Air Transport Management 42:239~248
Berger, C. / 1993 / Kano's methods for understanding customer-defined quality / Center for Quality Management Journal 2(4):3~35
Ching-Fu Chen / 2008 / Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan / Transportation Research Part A: Policy and Practice 42(4):709~717
Chou, T. Y. / 2008 / A fuzzy multi-criteria decision model for international tourist hotels location selection / International journal of hospitality management 27(2):293~301
Cigdem Basfirinci / 2015 / A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model / Journal of Air Transport Management 42:239~248
Berger, C. / 1993 / Kano's methods for understanding customer-defined quality / Center for Quality Management Journal 2(4):3~35
Ching-Fu Chen / 2008 / Investigating structural relationships between service quality, perceived value, satisfaction, and behavioral intentions for air passengers: Evidence from Taiwan / Transportation Research Part A: Policy and Practice 42(4):709~717
Chou, T. Y. / 2008 / A fuzzy multi-criteria decision model for international tourist hotels location selection / International journal of hospitality management 27(2):293~301
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