scholarly journals Service Quality and Customer Satisfaction on Budget Airlines: Kano Model Approach

2019 ◽  
pp. 1-16 ◽  
Author(s):  
Anthony Tik-Tsuen Wong ◽  
Mandy Wai-Man Ho
Keyword(s):  
Hong Kong ◽  
Competitive Advantage ◽  
Low Cost ◽  
Demographic Variables ◽  
Service Model ◽  
Kano Model ◽  
Service Areas ◽  
Low Cost Carrier ◽  
Model Approach

Although low-cost carrier (LCC) airlines do not provide significant service to customer, the demand and market share of LCC is constantly increasing. Services provided by LCC and the quality of their services become a competitive advantage of LCC airlines. The purpose of this research is to identify the factors that are ‘must-be’ dimension after being categorized into five attributes by using Kano Model. 260 responses were collected. The questionnaires include questions about the services factors in the SERVQUAL service model, basic demographic variables and respondents who have taken or not taken the Hong Kong Express before as Hong Kong Express is classified as one significant player of LCC airlines in Hong Kong. The result can give insights to Hong Kong Express to identify their service areas that needed to be improved and paid attention to increase customers’ satisfaction in future.

Jetstar Airways: How Modeling Guided the Brand Migration Strategy of a Low-Cost Carrier

2012 ◽  
Vol 4 (2) ◽  
pp. 42-51
Author(s):  
John Roberts ◽  
Peter Danaher ◽  
Ken Roberts ◽  
Alan Simpson
Keyword(s):  
Competitive Advantage ◽  
Choice Model ◽  
Consumer Preferences ◽  
Low Cost ◽  
Initial Position ◽  
Migration Strategy ◽  
Shareholder Returns ◽  
Dynamic Choice ◽  
Perceived Performance ◽  
Low Cost Carrier

Abstract This article describes the application of a dynamic choice model of consumer preferences. It supported Jetstar, a subsidiary of Australia’s leading airline, QANTAS, to effectively and profitably compete in the low-cost carrier marketplace. The evolution of the Jetstar strategy is traced from its initial position through to its efforts to attain price competitiveness and service parity. The model helped service design and pricing initiatives to shift the perceived performance of Jetstar relative to its competitors. It further indicated how the airline could move market preferences towards areas in which it had competitive advantage. The Jetstar market share went from 14.0 % to 18.1 % during the first five quarterly waves of the research, while profits went from US $ 79 million 2006 / 07, before the study was commissioned, to US $ 124 million in 2008 / 09. Today, Jetstar remains the only successful low-cost offshoot of a full service airline in terms of shareholder returns

scholarly journals Patient feedback on services: a questionnaire survey approach

2007 ◽  
Vol 31 (4) ◽  
pp. 131-133 ◽  
Author(s):  
Palanivelu S. Kumar ◽  
Andrew McBride
Keyword(s):  
Low Cost ◽  
Community Services ◽  
Face Validity ◽  
Service Development ◽  
Team Members ◽  
Patient Feedback ◽  
Service Staff ◽  
Service Areas ◽  
Pilot Sample

Aims and MethodThe aims of the project were to develop a simple, low-cost patient satisfaction questionnaire with face validity and to obtain patient feedback on a range of service areas in a community addiction team. A questionnaire was designed and revised after feedback from multidisciplinary team members and a pilot sample. The questionnaire was distributed until 100 correctly completed forms were received.ResultsThe survey took approximately 30 h of authors' time from commencement to completion and costs were minimal. The majority of the 12 areas evaluated were rated by patients as good or very good. Overall quality of care was rated as good or very good by 88% of participants. There was no enthusiasm in this sample for more active participation in service development.Clinical ImplicationsAll National Health Service staff and services are now enjoined to engage with service users and carers for the purposes of evaluation and development. Simple, affordable methods for obtaining such information about community services can contribute to this process.

scholarly journals Analysis of Passenger Response to Service Quality Terminal 1 Juanda Airport Surabaya

2019 ◽  
Vol 2 (1) ◽  
Author(s):  
Anggun Surya Mutiara Indah ◽  
Muhammad Ikhsan Setiawan
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Service Providers ◽  
Low Cost ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Public Facilities ◽  
Airport Terminal ◽  
Low Cost Carrier

Juanda Airport Surabaya is one of the airports managed by PT Angkasa Pura 1 (Persero). Airline LCC or Low Cost Carrier is an airline that offers low rates to its customers, with the consequence of eliminating or reducing some services or facilities that will be obtained by regular flights. This study aims to analyze the Facilities / Infrastructure, Accessibility & Public Facilities on the quality of service providers, in Terminal 1 of Juanda Airport Surabaya and analyze the LCC ( Low Cost Carrier ) airline in Terminal 1 of Juanda Airport Surabaya. This research includes quantitative research, using questionnaires as a data collector, the sample used is 100 passengers from various airlines in the research location, namely in Terminal 1 Juanda Airport, Surabaya. Data analysis using multiple linear regression analysis and hypothesis testing include t test, f test and multiple determination. Based on the results of the study concluded the quality of passenger services (Facilities/Infrastructure, Accessibility & Comfort and Safety) to the performance of managers, in Terminal 1 Juanda Airport Surabaya is quite good and adequate. This was proven by the answers of 100 respondents who stated that accessibility, facilities and infrastructure and comfort and safety in Juanda Airport Terminal 1 responded well. Based on the results of calculations there is the influence of facilities / infrastructure, accessibility & comfort and safety of service quality.

scholarly journals Quality Improvement of Industrial Products Bungo Mayang to Customer Satisfaction with The Kano Model Approach

2018 ◽  
Vol 248 ◽  
pp. 03017
Author(s):  
Yesmizarti Muchtiar ◽  
Dessi Mufti ◽  
Vil Yosri
Keyword(s):  
Product Quality ◽  
Product Information ◽  
Calculation Model ◽  
Improve Product Quality ◽  
Kano Model ◽  
One Dimensional ◽  
Customer Needs ◽  
The Public ◽  
Model Approach

The abundance of the home industry appeared in the Batusangkar requires home industry Bungo Mayang should retain the factors that affect the quality of the product so that it can continue to exist and remains sought after by the public. This research aims to identify the attribute customer needs to improve product quality ‘kue karambia’ Bungo Mayang and classifying the attributes customer needs based on model of Kano. The instrument used was a questionnaire functional and dysfunctional questionnaires grouped into attributes of the Kano must-be, one dimensional, attractive, indifferent, quesionable result, and reverse. From the results of the calculation model Kano note that attributes have the highest grade IE product quality is good (O = 66), the attractive packaging (O = 61), availability of product information (O = 56), and compliance rates (O = 43).

scholarly journals Kepemimpinan Berbasis Core Values Sekolah Unggulan di Malang

2017 ◽  
Vol 2 (1) ◽  
pp. 19-43
Author(s):  
Muh. Hambali
Keyword(s):  
Quality Assurance ◽  
Competitive Advantage ◽  
School Leadership ◽  
Low Cost ◽  
School Community ◽  
Core Values ◽  
School Principal ◽  
Educational Institutions ◽  
Service Areas ◽  
Academic Services

 AbstractVortex of globalization necessitates a school establishes certain advantages and challenges of the proliferation of educational institutions, if private schools are not improving the human resource and does not indicate a particular advantage innovations from other schools will be degraded public trust. A school principal requires a model of leadership in creating a level of trust and quality of academic services that exceed the expectations of internal and external school school. School leadership puts the organization a competitive advantage as a core value as the value inherent in a school community. The competitive advantage of the organization is how the organization creates value service performance advantages of low cost and product differentiation. Two such approaches are needed schools that want to deliver maximum quality academic services and demonstrate excellence by means of efficiency. The goal is to assess school leadership based on core values, characteristics of quality implementation in schools and the implementation of the concept of quality assurance systems. Three objectives are based on research and discussion of literature that leadership with the guarantee is related to the value system that was built through the vision that inspired each school community. The vision of leadership based on values ​​that are mutually agreed upon has spawned a school of excellence amidst the proliferation of educational institutions. Educational institutions are not seen as a social investment, but the institution has become a noble industry. Based on the explanation, the leadership of principals need to have different perspectives on quality assurance paradigm is very different between the service field service with the service areas of goods. Notch education that are in the area of ​​services.Keywords:  core values-based leadership, excellent schools

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