ANALYZING AIRLINE supporter IMPROVEMENT STRATEGY THROUGH IMPORTANCE AND PERFORMANCE abridgment Cheng-Min FENG Professor Institute of Traffic and Transportation National Chaio tung-oil tree 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 email: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
swindle? The main purpose of this study is to present an evaluation system that employs the well-established Importance-Performance Analysis (IPA) for understanding airline passengers degree of care, degree of mirth and priority list on some critical attend to items. The analysis results will serve as the basis for airlines to alter their service strategies in response to customer needs. The proposed method has been utilise in the chinaware UNI AIR market analysis through a comprehensive passenger survey.
The application results clearly signal that the proposed IPA method can effectively identify critical airline service items to be improved, and serve as a semiprecious tool to assist airline managers in developing airline service improvement strategies. Keywords: airline service improvement strategy, splendour and performance analysis, degree of care, degree of satisfaction
1. INTRODUCTION Due to the deregulation policy of allowing more domestic airlines to fly in Taiwan in 1987, the capacity and traffic volume of the domestic escape market in Taiwan have grown up dramatically. In fact, such a policy has resulted in non only substantial improvement of domestic air function quality, but also an initial surge of the overall demand. The original number of air travels in 1987 has reached up to 18.6 million passengers, that is, the highest...If you wish to get a full essay, order it on our website: Ordercustompaper.com
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