Quality risk assessment model for airline services concerning Taiwanese airlines

Kai-Chieh Hu and Man-Wei Hsiao

Journal of Air Transport Management, 2016, vol. 53, issue C, 177-185

Abstract: Whereas most studies have focused on elevating the service quality of airlines, few have explored quality risks from the viewpoint of customer dissatisfaction caused by poor service. For this study, we designed a quality risk assessment model that measures quality risk for airline services by integrating the Kano model, degrees of importance and satisfaction, and the failure mode and effects analysis. Data were collected for Taiwanese airlines through a questionnaire. The application of the proposed quality risk assessment model revealed several high-risk services, such as employee service attitudes, the ability of employees to manage customer complaints, the comfort of airplane seats, in-flight snack services, and flight punctuality. Finally, this study presents a discussion on the managerial implications and recommends directions for future research.

Keywords: Airline service quality; Quality risk; Kano model; Importance; Satisfaction; Failure mode and effects analysis (search for similar items in EconPapers)
Date: 2016
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (9)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:53:y:2016:i:c:p:177-185

DOI: 10.1016/j.jairtraman.2016.03.006

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