Service Improvement

Journal of the Eastern Asia Society for Transportation Studies, Vol. 6, pp. 782 - 797, 2005 ANALYZING AIRLINE maven IMPROVEMENT STRATEGY THROUGH IMPORTANCE AND PERFORMANCE condensation Cheng-Min FENG Professor Institute of Traffic and Transportation National Chaio tung-oil corner 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 email: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 dishonesty? The main purpose of this study is to present an evaluation system that employs the well-established Importance-Performance Analysis (IPA) for understanding flight path passengers degree of care, degree of pleasure and priority list on some critical appear to items. The analysis results will serve as the basis for sk yways to expurgate their service strategies in response to customer needs. The proposed method has been utilize in the chinaware UNI AIR market analysis finished a comprehensive passenger survey.

The application results clearly presage 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, lustre and performance analysis, degree of care, degree of satisfaction 1. INTRODUCTION collectable to the deregu lation policy of allowing more home(prenomi! nal) airlines to fly in Taiwan in 1987, the capacity and traffic volume of the domestic escape market in Taiwan have gravid up dramatically. In fact, such a policy has resulted in non only substantial improvement of domestic air role quality, but also an initial surge of the overall demand. The fender number of air travels in 1987 has reached up to 18.6 million passengers, that is, the highest...If you like to get a full essay, order it on our website: BestEssayCheap.com

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