碩士 / 中華科技大學 / 航空運輸研究所在職專班 / 106 / Airplanes have shortened global distances ever since people started taking them for sight-seeing, to visit relatives, and for business travel. Rapid innovations in science and technology mean that passengers no longer just care about safety and in-cabin service, but that travelers' requirements for aircraft have gone up--and comfort, especially for long-haul flights, matters more than ever.
The facilities in the cabin is an important factor affecting passenger comfort during flights, facilities are ranges from passenger seats to cabin lights, from temperature to multimedia equipment, and can even go as far as the equipment and utensils used for in-flight service and the company's logo and mascot. In recent years, airline companies have updated the aircraft in their fleets, endeavored to create comfortable cabin environments, and made large investments in advertising through various media platforms to attract customers’ eyeballs. The goal of upgrading cabin design and increasing comfort for long-haul passengers is to increase market share.
In response to this trend, leading international airline China Airlines launched the NexGen program in 2014. It introduced the new Boeing 777-300ER (hereinafter referred to as B-777) aircraft to its fleet and recruited a professional design team to create a brand-new look for its cabins.
The purpose of this research is to investigate whether passenger satisfaction has improved since the upgrade of the cabin interiors and the renovation of cabin facilities; and, furthermore, to understand whether the increase in passenger comfort levels has affected revenue.
This research focuses on passengers who had flown on B-777s with China Airlines. The author conducted the survey through questionnaires which investigated four elements--“atmosphere,” “service,” “design,” and “comfort.” It used Importance-Performance Analysis (IPA) to explore the degree of passenger satisfaction and the level of appreciation they had for the newly-designed cabin interiors. It also used cross-validation observations of data from passengers flying on North American routes from 2014 to 2016--the period before and after the B-777 entered official business operation.
The study concluded that passengers certainly show satisfaction to Full-flat seats, comparing to the analysis of the airline’s key performance indicators which showed that the implementation of the new cabin design had a positive impact, shown in improved load factor, market share, and capacity share. This study will also offer recommendations for improvements the airline can make based on this research for the airline to use as a reference for future cabin upgrades.
| Identifer | oai:union.ndltd.org:TW/106CHIT1295002 |
| Date | January 2018 |
| Creators | CHEN,YUH-CHIEH, 陳昱潔 |
| Contributors | CHIANG,CHAO-HUNG, CHANG,CHIU-HUA, 蔣昭弘, 張邱驊 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 68 |
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