Integrating Fuzzy Kano Model with Importance-Performance Analysis to Identify the Key Determinants of Customer Retention for Airline Services_

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題名：	Integrating Fuzzy Kano Model with Importance-Performance Analysis to Identify the Key Determinants of Customer Retention for Airline Services
書刊名：	工業工程學刊
作者：	Wang, Chih-hsuan／Fong, Hsin-yu
出版日期：	2016
卷期：	33:7
頁次：	頁450-458
主題關鍵詞：	Customer satisfaction；Customer retention；Fuzzy Kano model；Importance-performance analysis
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:0 共同引用:0 點閱:7

The global economic recession as well as emerging low-cost carriers have led to declining revenues for worldwide airlines. A novel framework is presented to seek critical service attributes (SAs) that can enhance customer satisfaction and customer retention. Initially, fuzzy Kano model is employed to capture customer perceptions of SAs and convert them into quantitative degrees of customer satisfaction. Then, multiple regression and logistic regression are used to extract the weights of SAs and identify the key SAs for forecasting customer retention, respectively. Finally, the importance-performance analysis is conducted to offer managerial insights. Furthermore, support vector machine is used to justify the validity of customer retention. In summary, the main contributions are described as follows: (1) capturing passenger perceptions of airline services, (2) indicating which SAs should be improved first to enhance passenger satisfaction, and (3) using the identified key predictors to forecast customer retention.

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期刊論文
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