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Improvement of customer's satisfaction in aviation industries
Halmstad University, School of Business, Engineering and Science.
2017 (English)Student paper other, 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This aim of our scientific article is analysing how aviation industries can improve their customer’s satisfaction based on Kano Model. In fact, we noted in this article that there is no interaction found between « attractive » and « one dimensional » attributes. That’s why the Kano model shows us that it’s important to achieve the performance of « must be » attributes before achieving a best performance possible in « one-dimensional » attributes or « attractive » ones. We are going to introduce a solution to improve the Kano model regarding to the aviation industry.

Place, publisher, year, edition, pages
2017. , p. 11
Keyword [en]
Kano Model, Aviation industries, Customer satisfaction
National Category
Business Administration Economics and Business
Identifiers
URN: urn:nbn:se:hh:diva-33448OAI: oai:DiVA.org:hh-33448DiVA, id: diva2:1080347
Subject / course
Scientific method
Available from: 2017-03-10 Created: 2017-03-09 Last updated: 2017-03-10Bibliographically approved

Open Access in DiVA

fulltext(515 kB)278 downloads
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Type fulltextMimetype application/pdf

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MOULIN, Arnaud
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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • ieee
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  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
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