IPA를 이용한 항공사 기내서비스 중요도와 만족도 연구
Importance-Performance Analysis of Importance and Satisfaction on Airline Cabin Service
3
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0
다운로드
25
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0
참고문헌
키워드
초록
To compare the importance and satisfaction from the cabin services which have been key elements of airline services, this study has divided cabin services into the human factors and the structural factors. This study used IPA graphs and matrixes to evaluate various and complex items and to be able to understand the importance and satisfaction easily without difficult statistic analysis. Through IPA, this study found that the importance and satisfaction of in-flight service elements showed some differences between the man and the woman. The analysis also showed that the frequency of travel per year has minor differences among the cabin service elements. This study tells us that the items what we have to keep the fine conditions and the field what we have to concentrate promptly to improve the services quality in the aircraft cabin.
Abstract
To compare the importance and satisfaction from the cabin services which have been key elements of airline services, this study has divided cabin services into the human factors and the structural factors. This study used IPA graphs and matrixes to evaluate various and complex items and to be able to understand the importance and satisfaction easily without difficult statistic analysis. Through IPA, this study found that the importance and satisfaction of in-flight service elements showed some differences between the man and the woman. The analysis also showed that the frequency of travel per year has minor differences among the cabin service elements. This study tells us that the items what we have to keep the fine conditions and the field what we have to concentrate promptly to improve the services quality in the aircraft cabin.