Kano 모형에 기반한 항공사 교육서비스품질 연구 - A 항공사를 중심으로

Abstract

Customer satisfaction is an ever-growing concern of management throughout the world. To find the way to increase customer satisfaction, we must understand customer requirements. Kano distinguishes between five types of customer requirements which influence customer satisfaction in different way when met. The objectives of this paper are to divide the quality of education service through the Kano Model. The concept was applied to A Airlines. In so doing, several satisfying and dissatisfying quality factors in education service were identified. Further, several academic and practical implication for education service were proposed.