Service Improvement

Journal of the Eastern Asia Society for Transportation Studies, Vol. 6, pp. 782 - 797, 2005 ANALYZING AIRLINE recall dose IMPROVEMENT STRATEGY THROUGH IMPORTANCE AND PERFORMANCE contraction Cheng-Min FENG Professor Institute of Traffic and Transportation National Chaio tung-oil manoeuver University (ITT, NCTU) 4th Fl., No. 114, Sec. 1, Chung Hsiao W. Road Taipei, TAIWAN TEL: 886-2-2349-4956 FAX: 886-2-2349-4965 e-mail:cmfeng@cc.nctu.edu.tw Kung-Yeun JENG Ph.D. Candidate of ITT, NCTU. and Chairman of UNI AIRWAYS CORPORATION, 7F, No.100, Chang-An E. Rd., Sec.2, Taipei, TAIWAN TEL: 886-2-2513-5505 FAX: 886-2-2513-3211 E-mail:jamesjeng@uniair.com.tw rip off? The main purpose of this study is to present an evaluation arrangement that employs the well-established Importance-Performance Analysis (IPA) for understanding air hose passengers degree of care, degree of rejoicing and priority list on some critical determine to items. The analysis results will serve as the ba sis for airline businesss to qualify their service strategies in response to customer needs. The proposed method has been expend in the chinaware UNI AIR market analysis by a comprehensive passenger survey.

The application results clearly emblem that the proposed IPA method can effectively identify critical airline service items to be improved, and serve as a valuable tool to assist airline managers in developing airline service improvement strategies. Keywords: airline service improvement strategy, splendour and performance analysis, degree of care, degree of satisfaction 1. INTRODUCTION collectible to the d eregulation policy of allowing more domesti! c airlines to fly in Taiwan in 1987, the capacity and traffic volume of the domestic escape market in Taiwan have prominent up dramatically. In fact, such a policy has resulted in non only substantial improvement of domestic air lick quality, but also an initial surge of the overall demand. The current number of air travels in 1987 has reached up to 18.6 million passengers, that is, the highest...If you press to get a full essay, order it on our website: OrderCustomPaper.com

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