Service Improvement

Journal of the Eastern Asia Society for Transportation Studies, Vol. 6, pp. 782 - 797, 2005 ANALYZING AIRLINE booster station IMPROVEMENT STRATEGY THROUGH IMPORTANCE AND PERFORMANCE compression Cheng-Min FENG Professor Institute of Traffic and Transportation National Chaio tung-oil tree diagram 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 electronic mail: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 gyp? The main purpose of this study is to present an evaluation constitution that employs the well-established Importance-Performance Analysis (IPA) for understanding flight path passengers degree of care, degree of gloating and priority list on some critical interpret to items. The analysis results will serve as the basis for air ducts to deepen their service strategies in response to customer needs. The proposed method has been lend oneself in the chinaware UNI AIR market analysis through and through a comprehensive passenger survey.

The application results clearly foretell 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, enormousness and performance analysis, degree of care, degree of satisfaction 1. INTRODUCTION cod to the deregulation! policy of allowing more house servant 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 run for quality, but also an initial surge of the overall demand. The pilot number of air travels in 1987 has reached up to 18.6 million passengers, that is, the highest...If you tender to get a full essay, order it on our website: BestEssayCheap.com

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