دانلود رایگان مقاله مدل ارزیابی ریسک کیفیت برای خدمات خطوط هوایی مربوط به خطوط هوایی تایوانی

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.

5. Conclusion and discussion

Previous studies on airline service quality have examined quality attributes or service quality in general as well as from the perspective of positive influence. However, service failure may reduce customer satisfaction, and should be managed from the perspective of risk control to prevent a loss of satisfaction. Because few studies have examined quality risk in relation to airline services, for this study, we developed a quality risk assessment model that measures airline service quality risk by integrating the Kano model and FMEA. This study targeted two major Taiwanese airlines, and we used a questionnaire for data collection. The evaluation of quality risk was quantified, and improvement priorities were provided for different attributes, providing these two airlines with an effective strategy for managing and improving their service quality. This research contributes to the literature by providing a novel quality risk assessment model. In addition, it provides airlines with a baseline for service quality risk assessment, and offers managers a model that quantifies quality risk. The CrQR value integrates the Kano model, degrees of importance and satisfaction, and the occurrence of service failures to quantify quality risk. This study also confirmed through a literature review and test results that the Kano model is effective, and that FMEA can be a useful tool for prioritizing airline service quality attributes for improvements.