Application IPA on Internal Services Quality and Service Behavior to Flight Attendants - A Case Study in China Airlines

• Main Authors: Chen, Chin Pin, 陳志彬
• Other Authors: Hsu, Chang Hsien
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/53r8bh

碩士 === 亞洲大學 === 經營管理學系 === 104 === Service behavior flight attendants performance was goodwill, corporate image and service quality indicators of the quality of the airline. As a flight attendant is not only a post, the layers must pass rigorous examinations and professional training and practice to formal implementation flying machine service. More should be "passengers first, customer-oriented" spirit, for benchmarking service behavior and, therefore, to establish the correct attitude, show good behavior is flight attendant service compulsory subject. In this study, the airline's flight attendants as the object of study, a flight attendant for the difference between the degree of importance of internal service quality and level of satisfaction, the researchers found that a total of 20 projects of high importance high satisfaction area, total 8 project lower important high satisfaction area, there are 12 projects of low importance low satisfaction, a total of 10 projects fall high importance low satisfaction region.