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QFD와 Fuzzy를 활용한 항공사 서비스품질 향상 방안

Title
QFD와 Fuzzy를 활용한 항공사 서비스품질 향상 방안
Author
김대철
Keywords
QFD(Quality Function Deployment); Fuzzy Theory; Service Quality; Airline
Issue Date
2014-03
Publisher
한국생산성학회
Citation
생산성논집 ,Vol.28,No.1 [2014], pp.75 - 98 (24 pages)
Abstract
This research considers a development of framework of service characteristics design for airlines. The design framework utilizes QFD(Quality Function Deployment) and Fuzzy Theory to reflect customer’s angle in service design and to absorb respondents’ vagueness and ambiguousness in linguistic expression respectively. ABC analysis is also adopted to set up the goals of service characteristics design. Two cases for Korean and Asiana Airlines are studied to apply the proposed framework. The results show that both companies maintain high competence for most service quality characteristics except reservation and ticketing services which are major concerns of customers. Especially, Asiana Airlines shows lower competence for those services and minor 6 services than Korean Airline.
URI
http://kiss.kstudy.com/thesis/thesis-view.asp?key=3231172http://hdl.handle.net/20.500.11754/51421
ISSN
1225-3553
DOI
10.15843/kpapr.28.1.201403.75
Appears in Collections:
GRADUATE SCHOOL OF BUSINESS[S](경영전문대학원) > ETC
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