http://chineseinput.net/에서 pinyin(병음)방식으로 중국어를 변환할 수 있습니다.
변환된 중국어를 복사하여 사용하시면 됩니다.
Yueh-Ling HSU,Chao-Che HSU,Pei-Chi BING 인하대학교 정석물류통상연구원 2007 인하대학교 정석물류통상연구원 학술대회 Vol.2007 No.3
This paper presents how airline passenger service requirements can be analyzed by using Kano’s model of quality element classification as well as discusses the potential benefits that can be achieved by applying this approach to make marketing strategy planning. According to Kano’s model, quality elements can be classified into three categories, namely Must-be, One-dimensional and Attractive needs, depending on their ability to create customer satisfaction or dissatisfaction. Results of this study suggest that airline passenger service elements could be classified analogously with Kano’s model to identify the most important passenger service elements. Impacts of the service elements features on passenger satisfaction or dissatisfaction have been also calculated as measurement indices for improvement.