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《Industrial Engineering Journal》 2017-03
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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;  
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.
【Fund】: 航空基金资助项目(20130267001);; 天津市波音企业基金资助项目(201410059)
【CateGory Index】: F562.6
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