改进的Kano模型和IPA模型的综合应用探索——以民航航班延误服务为例

doi:10.3969/j.issn.1007-7375.e16-1237

工业工程 ›› 2017, Vol. 20 ›› Issue (3): 9-14.doi: 10.3969/j.issn.1007-7375.e16-1237

改进的Kano模型和IPA模型的综合应用探索——以民航航班延误服务为例

孔祥芬, 陈鹏

中国民航大学航空工程学院, 天津 300300

收稿日期:2016-08-31 出版日期:2017-06-30 发布日期:2017-07-12
作者简介:孔祥芬(1974-),女,山东省人,副教授,博士,主要研究方向为质量管理
基金资助:
航空基金资助项目（20130267001）；天津市波音企业基金资助项目（201410059）

Comprehensive Application of Improved Kano Model and IPA Model-Taking the Civil Aviation Flight Delay Service as an Example

KONG Xiangfen, CHEN Peng

School of Aeronautical Engineering, Civil Aviation University of China, Tianjin 300300, China

Received:2016-08-31 Online:2017-06-30 Published:2017-07-12

摘要/Abstract

摘要： 根据帕累托原理对服务质量特性重要度进行重新分类，提出改进的Kano模型，其重要度维度采用3段式分类方法，由此得到6个区域的6-IPA模型。通过民航服务实证，分析归纳了17项民航航班问题服务质量特性，其评价结果显示，综合运用改进后的模型可以更加精确合理地进行顾客服务需求层次划分，为决策者进行服务优化提供依据。

关键词: 帕累托原理, Kano模型, 6-IPA模型, 服务质量

Abstract: The importance of service quality characteristics is reclassified based on the Pareto principle,and an improved Kano model proposed.Its importance is used in the 3 segment classification method,and the 6-IPA model of the 6 regions is obtained.By the Civil Aviation Services empirical analyses,17 civil aviation flight problems of quality of service characteristics are summed up.The evaluation results show that,the improved evaluation model can be more accurate and reasonable to carry out the customer service demand level division,which can provide the basis for decision making to optimize service.

Key words: Pareto principle, Kano model, 6-IPA model, service quality

中图分类号:

F560

孔祥芬, 陈鹏. 改进的Kano模型和IPA模型的综合应用探索——以民航航班延误服务为例[J]. 工业工程, 2017, 20(3): 9-14.

KONG Xiangfen, CHEN Peng. Comprehensive Application of Improved Kano Model and IPA Model-Taking the Civil Aviation Flight Delay Service as an Example[J]. Industrial Engineering Journal , 2017, 20(3): 9-14.

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改进的Kano模型和IPA模型的综合应用探索——以民航航班延误服务为例

Comprehensive Application of Improved Kano Model and IPA Model-Taking the Civil Aviation Flight Delay Service as an Example

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