An Investigation of Service Quality in China Low Cost Carrier Market

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概要

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• This study aims to empirically investigate customer satisfaction in China low cost carrier (LCC) market. Three importance-performance analysis (IPA) methods — traditional IPA and two revised IPA (partial correlation model, PCM and dummy regression model, DRM) are adopted and compared. The results show that the top-priority attributes to be improved recognized by the traditional IPA are Flight on-time and Complaint response, which are different to those suggested by PCM-- Complaint response and Meal service. In addition, according to the evaluation results of DRM on the passengers with various journey purposes, Attributes importance viewed by passengers with various journey purposes significantly differs. Corresponding improvement strategies are then proposed based on three methods.

著者

• CHEN Yen-Heng

  Institute of Traffic and Transportation, National Chaio Tung University

• CHIOU Yu-Chiun

  Institute of Traffic and Transportation, National Chiao Tung University

• CHIOU Yu-Chiun

  Institute of Traffic and Transportation National Chiao Tung University

• CHEN Yen-Heng

  Institute of Traffic and Transportation, National Chiao Tung University

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