QFD와 Fuzzy를 활용한 항공사 서비스품질 향상 방안

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.