Quality risk assessment model for airline services concerning Taiwanese airlines |
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| Institution: | 1. Università degli Studi di Napoli “Federico II”, Via Claudio 21, 80125 Napoli, Italy;2. Università degli Studi di Napoli “Federico II”, Piazzale Tecchio 80, 80125 Napoli, Italy;3. Università degli Studi di Napoli “Federico II”, Via Cinthia 21, 80126 Napoli, Italy;4. Università degli Studi di Salerno, Via Ponte Don Melillo 132, 84084 Fisciano, Salerno, Italy;5. Technische Hochschule Ingolstadt, Esplanade 10, 85049 Ingolstadt, Germany;1. Dept. of Transportation, University of Petroleum & Energy Studies, Kandoli Campus, Knowledge Acres, Dehradun, 248007, India;2. Dept. of Economics & International Business, University of Petroleum & Energy Studies, Kandoli Campus, Knowledge Acres, Dehradun, 248007, India;1. Griffith Aviation, Griffith University, Australia;2. Flight Centre Group, Australia;1. University of Belgrade – Faculty of Transport and Traffic Engineering, Division of Airports and Air Traffic Safety, Vojvode Stepe 305, Belgrade, Serbia;2. ENAC – Ecole Nationale de l''Aviation Civile, Laboratoire de Mathématiques Appliquées, Informatique et Automatique pour l''Aérien (MAIAA), 7 Avenue Edouard-Belin CS 54005, 31055 Toulouse Cedex 4, France;1. Indian Institute of Management Bangalore, Bannerghatta Road, Bangalore, 560076, India;2. Tata Motors, Dharwad, India |
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| 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. |
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| Keywords: | Airline service quality Quality risk Kano model Importance Satisfaction Failure mode and effects analysis |
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