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Quality risk assessment model for airline services concerning Taiwanese airlines

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  • Hu, Kai-Chieh
  • Hsiao, Man-Wei

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.

Suggested Citation

  • Hu, Kai-Chieh & Hsiao, Man-Wei, 2016. "Quality risk assessment model for airline services concerning Taiwanese airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 177-185.
    • Handle: RePEc:eee:jaitra:v:53:y:2016:i:c:p:177-185
    DOI: 10.1016/j.jairtraman.2016.03.006
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    References listed on IDEAS

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    Cited by:

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    5. Li, Wenhua & Yu, Suihuai & Pei, Huining & Zhao, Chuan & Tian, Baozhen, 2017. "A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality," Journal of Air Transport Management, Elsevier, vol. 60(C), pages 49-64.
    6. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    7. Andreea Marin-Pantelescu, 2016. "The Pricing Evolution in the Air Transportation Industry. Implication for the Romanian Tourism Sector in the Era of Globalization," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 2(2), pages 88-99, June.
    8. Bellizzi, Maria Grazia & Eboli, Laura & Mazzulla, Gabriella & Postorino, Maria Nadia, 2022. "Classification trees for analysing highly educated people satisfaction with airlines’ services," Transport Policy, Elsevier, vol. 116(C), pages 199-211.

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