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A Study on the Classification of KTX Customers by the Kano Model and Customer Satisfaction and Switching Barriers : Comparing with the Airline and Express Bus Customers  

Yoo, Han-Joo (Division of Business Administration, Soongsil University)
Song, Gwang-Suk (Graduate School of Business Administration, Soongsil University)
Publication Information
Journal of Korean Society for Quality Management / v.33, no.3, 2005 , pp. 71-90 More about this Journal
Abstract
New high-speed rail service, the Korea Train Express(KTX), has been beginning service in Korea. We measured the service quality of the Korea Train Express and comparatively analyzed the service quality of domestic flight and express buses which are means of long distance transportation. Furthermore, by using the Kano model, the perception level of the service of customers is not only segmented in groups but also switching barriers are derived. As a result, the customers by group have a difference in the level of their perception. While in both high-speed bullet train service and flights dimensions significantly affect the customer satisfaction and retention excluding a responsiveness dimension, in the Train Express four dimensions(Reliability, Responsiveness, Assurance, Tangibles) with the exception of Empathy which significantly affect the customer satisfaction and retention.
Keywords
Service Quality; SERVQUAL; SERVPERF; Kano Model; Switching Barriers;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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