QFD와 Fuzzy를 활용한 항공사 서비스품질 향상 방안Service Quality Improvement for Airlines by Utilizing QFD and Fuzzy Theory
- Other Titles
- Service Quality Improvement for Airlines by Utilizing QFD and Fuzzy Theory
- Authors
- 배은송; 김대철
- Issue Date
- Mar-2014
- Publisher
- 한국생산성학회
- Keywords
- QFD (Quality Function Deployment); Fuzzy Theory; Service Quality; Airline
- Citation
- 생산성논집, v.28, no.1, pp.75 - 98
- Indexed
- KCI
- Journal Title
- 생산성논집
- Volume
- 28
- Number
- 1
- Start Page
- 75
- End Page
- 98
- URI
- https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/160457
- DOI
- 10.15843/kpapr.28.1.201403.75
- ISSN
- 1225-3553
- 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.
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