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Improvement of customer's satisfaction in aviation industries

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.

Identiferoai:union.ndltd.org:UPSALLA1/oai:DiVA.org:hh-33448
Date January 2017
CreatorsMOULIN, Arnaud
PublisherHögskolan i Halmstad, Akademin för ekonomi, teknik och naturvetenskap
Source SetsDiVA Archive at Upsalla University
LanguageEnglish
Detected LanguageEnglish
TypeStudent thesis, info:eu-repo/semantics/bachelorThesis, text
Formatapplication/pdf
Rightsinfo:eu-repo/semantics/openAccess

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