Using the ‘Kano model’ to improve the service quality of low-cost airlines in the middle east
Other Title(s)
استخدام "نموذج كانو" لتحسين جودة خدمات شركات الطيران منخفضة التكاليف في الشرق الأوسط
Author
Source
Journal of Association of Arab Universities for Tourism and Hospitality
Issue
Vol. 15, Issue 2 (31 Dec. 2018), pp.21-29, 9 p.
Publisher
Suez Canal University Faculty of Tourism and Hotels
Publication Date
2018-12-31
Country of Publication
Egypt
No. of Pages
9
Main Subjects
Abstract EN
This paper aims to improve passengers’ level of satisfaction with low-cost airlines (LCA) serving the Middle East.
The ‘KANO model’ is used to identify the primary requirements of passengers with an aim to enhance the overall airline experience.
Passengers flying on a selected number of leading low-cost airlines serving the Middle East formed the sample of the survey.
Coefficients were calculated to demonstrate the satisfaction and dissatisfaction of passengers with LCA services, and the results were depicted on a quadrant scale.
The primary findings confirmed that in-flight services’ dimension (seating comfort-cabin staff service-in-flight entertainment-quality of food and beverage) and air ticket prices (value for money dimension) dominated the five most influential factors affecting customer satisfaction.
All service quality attributes were categorized according to the KANO model (Must be- one dimensional – attractive- indifferent).
Finally, a number of recommendations were formulated to help low-cost airline managers design effective quality development strategies.
American Psychological Association (APA)
Ahmad, Husam Sami. 2018. Using the ‘Kano model’ to improve the service quality of low-cost airlines in the middle east. Journal of Association of Arab Universities for Tourism and Hospitality،Vol. 15, no. 2, pp.21-29.
https://search.emarefa.net/detail/BIM-907014
Modern Language Association (MLA)
Ahmad, Husam Sami. Using the ‘Kano model’ to improve the service quality of low-cost airlines in the middle east. Journal of Association of Arab Universities for Tourism and Hospitality Vol. 15, no. 2 (Dec. 2018), pp.21-29.
https://search.emarefa.net/detail/BIM-907014
American Medical Association (AMA)
Ahmad, Husam Sami. Using the ‘Kano model’ to improve the service quality of low-cost airlines in the middle east. Journal of Association of Arab Universities for Tourism and Hospitality. 2018. Vol. 15, no. 2, pp.21-29.
https://search.emarefa.net/detail/BIM-907014
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references : p. 29
Record ID
BIM-907014