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http://dx.doi.org/10.7469/JKSQM.2016.44.4.813

A Study on Airline Service Quality Assessment using Potential Customer Satisfaction Improvement Index Based on Kano Model- Centered around Chinese Passengers  

Qi, lin (Department of Business Administration, Kangwon National University)
Chung, Kyu Suk (Department of Business Administration, Kangwon National University)
Publication Information
Journal of Korean Society for Quality Management / v.44, no.4, 2016 , pp. 813-831 More about this Journal
Abstract
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.
Keywords
Kano Model; Airline Service Quality; PCSI Model; R-PCSI Model;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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