카노 모형에 기반한 항공서비스품질 분류와 잠재적 고객만족 개선지수에 관한 연구 - 중국 승객을 중심으로
A Study on Airline Service Quality Assessment using Potential Customer Satisfaction Improvement Index Based on Kano Model- Centered around Chinese Passengers
- Resource Type
- Article
- Authors
- 기린 / Qi Lin; 정규석 / Chung Kyu Suk
- Source
- 품질경영학회지 / Journal of the Korean society for Quality Management. Dec 31, 2016 44(4):813
- Subject
- Kano Model
Airline Service Quality
PCSI Model
R-PCSI Model
- Language
- Korean
- ISSN
- 1229-1889
Purpose: The purpose of this study is to assess the service quality attributes of Korean airlines service for Chinese passengers and suggest revised model to count potential improvement. Methods: Using the Kano and Timko models based on survey questionnaire to classify the quality attributes and to calculate the customer satisfaction index for each service attributes. And the revised potential customers satisfaction index(R-PCSI) are used to access the improvement possibilities by Kano model`s attributes. Results: The attributes by Kano model, the relative importance, and the priorities for improvement for 30 airline service quality characteristics are identified. The most important item for improvement is `Loses and delays compensations service`. Conclusion: According to the PCSI calculation results, this paper can help for Korean Airlines to improve customer satisfaction for Chinese passengers. And R-PCSI model suggested by this paper can be used for other service quality analysis.