Airport Service Improvement Strategies Using Importance-Performance Analysis
Journal Title: International Journal for Research in Applied Science and Engineering Technology (IJRASET) - Year 2015, Vol 3, Issue 5
Abstract
The Importance-Performance Analysis (IPA) is a widely used analytical technique that yields prescriptions for the management of customer satisfaction. IPA is a two-dimensional grid based on customer-perceived importance of quality attributes and attribute performance. The main purpose of this study is to present an evaluation method that employs the well-established IPA for understanding air passenger’s degree of care, degree of satisfaction and priority list on airport service items. The results of this analysis will serve as the basis for airports to improve their service strategies in response to air passenger needs. The proposed method has been applied to Chennai domestic airport. The results of this applications clearly indicate that the proposed IPA technique can be effectively identify critical airport service items to be improved, and serve as a valuable technique to assist airport managers in developing service improvement strategies.
Authors and Affiliations
Dr. J Ashok Babu
Keywords
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