Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
권호 표지
DOI QR코드

DOI QR Code

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

카노 모형에 기반한 항공서비스품질 분류와 잠재적 고객만족 개선지수에 관한 연구 - 중국 승객을 중심으로

  • Qi, lin (Department of Business Administration, Kangwon National University) ;
  • Chung, Kyu Suk (Department of Business Administration, Kangwon National University)
  • 기린 (강원대학교 대학원 경영학과) ;
  • 정규석 (강원대학교 경영학과)
  • Received : 2016.09.21
  • Accepted : 2016.10.14
  • Published : 2016.12.31
Download PDF
⟨ Previous Next ⟩

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

References

  1. Baek, Hyungshi. 2012. "Structural Relationship among Service Quality, Perceived Price, and Customer Satisfaction and Behavioral Intention in Low-Cost Carriers." PhD diss., University of Donga.
  2. Cho, Younghee. 2009. "A Study on the Determinants of Service Value between Regular and Low Cost Airlines in Korea." PhD diss., University of Kyonggi.
  3. Han, Sangin, and Hwang, Sunjin. 2010. "A Study on Service Quality of Fashion Retail Stores, using the Kano Model & Potential Customer Satisfaction Improvement Index - Focused on Department Stores." Journal of the Korean Society of Costume, l61(1): 34-46.
  4. Herzberg. F. 1968. "One more time, how do you motivate employee?" Harvard Business Review 9(10):109-125.
  5. Hong, Kyungwan. 2013. "The Study on Airline Service Quality, Customer Satisfaction Perceived by Chinese Visitors." Journal of Event Sciences. 12(2):159-177.
  6. Incheon Airport. 2016. "The PR department Aviation statistics." http://www.airport.kr/co/ko/3/6/3/index.jsp#none.html
  7. Jeon, Yakpyo. 2012. "A Study on the Effects on competitiveness of low-cost domestic airline service quality management performance." PhD diss., University of Gyeongju.
  8. Jeong, Jiah. 2012. "A Study on Development of Service Quality Index based on Attractive Quality of the Kano' Model." PhD diss., University of Soongsil.
  9. Jung, Hyelyu. 2011. "A Study on Selection Attributes and Risk Perception of Low-cost Carriers Influencing the Recommendation Intention." PhD diss., University of Sejong.
  10. Kano, N. Seraku, N, Takahashi, F., & Tsuji, S. 1984. "Attractive Quality and Must-Be Quality." The Journal of the Japanese Society for Quality Control, 14(2):39-48.
  11. Kim, Gyujeong. 2003. "The Kano Approach to e-Service Quality Evaluation: A Comparative Analysis of Korean and American Consumers." PhD diss., University of Keimyung.
  12. Kim, Jiheun. 2013. "A Study on the Impact of Service Quality on Customer Value, Customer Satisfaction, and Customer Voluntary Behavioral Intention." PhD diss., University of Kyunghee University.
  13. Kim, Jooseung. 2011. "Effects of The Airline Service Quality on Perceived Value, Satisfaction and Behavioral Intentions." PhD diss., University of Kyonggi.
  14. Kim, Namsoo. 2008. "Relations among Airline Service Quality, Value Perception and Behavioral Intention." PhD diss., University of Keimyung.
  15. Kim, Sungtae. 2013. "A study on the effects of the delayed cost and the service quality of the airline corporation on the trust, the satisfaction of the customers, the image, and the intention of the behavior." PhD diss., University of Kyonggi.
  16. Kim, Younghwa. 2004. "According to the Service Failures's Types the Effects of the Perceived Service Recovery on the Emotional Response, the Service Value and the Loyalty in the Restaurant: A CIT Approach." PhD diss., University of Sejong.
  17. Lee, Jimin., Kim, Younsung., and Lee, Dongwon. 2010. "Analyzing the Service Blueprint for Aircraft Cabin Service." Journal of the Korean Society for Quality Management 38(4): 593-600.
  18. Lee, Moonhaen. 2006. "Comparative Analysis of Service Qualities in Low-cost and Full-fare Domestic Flights." PhD diss., University of Myongji.
  19. Lim, Jeinghun,. Min, Daekee, and Kim, Kwangjae. 2003. "Fuzzy KANO Model: Fuzzy Set-Based Classification of Customer Requirements." Journal of the Korean Society for Quality Management 31(3): 99-113.
  20. Lim, Sunguk, and Park, Youngteak. 2010. "Potential Customer Satisfaction Improvement Index based on Kano Model." Journal of the Korean Society for Quality Management 38(2): 248-260.
  21. Moon, Sanghee. 2011. "A Structural Analysis on the Effect of Brand Personality of Domestic Low-Cost Airlines on Service Quality, Service Value and Customer Satisfaction." PhD diss., University of Kyunghee.
  22. Na, Yoonsuh. 2013. "Distillation of Service Quality Enhancement Factors for Value Innovation in Case of Korean Domestic Airlines." PhD diss., University of Sejong.
  23. Oh, Hyunj. 2012. "The Role of Culture on the Evaluation Model of the Airline Service and Communication between Koreans and Americans." PhD diss., University of Keimyung.
  24. Park, Junghyang. 2009. "Empirical Study on the Influence of Airline Service Quality on Customer Satisfaction, Switching Barrier." PhD diss., University of Keimyung.
  25. Park, Seungsilk. 2005. "The Influence of Airline Services and Fares on Consumer Loyalty." PhD diss., University of Kyonggi.
  26. Sun, Zhenjie. 2015. "A Study on Influence of the practical value and cus tomer satisfaction, relationship duration intention in Airline's perceived quality of services." PhD diss., University of Mokwon.
  27. Timko, M. 1993. "An experiment in continuous analysis." In Kano's methods for understanding customer-defined quality (Ed Walend,D.), Center for Quality of Management Journal 2(4):17-20.
  28. Yang, Jungmee. 2013. "A Study on Airline Service Quality Assessment using Potential Customer Satisfaction Improvement Index(PCSI) and Revised IPA based on Kano Theory." PhD diss., University of Daegu.