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

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

Abstract

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

CLC Number:

F560

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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