Comprehensive Application of Improved Kano Model and IPA Model-Taking the Civil Aviation Flight Delay Service as an Example
KONG Xiangfen
CHEN Peng
Abstract：The importance of service quality characteristics is reclassified based on the Pareto principle, and an improved Kano model proposed. Its importance is used in the 3 segment classification method, and the 6-IPA model of the 6 regions is obtained. By the Civil Aviation Services empirical analyses, 17 civil aviation flight problems of quality of service characteristics are summed up. The evaluation results show that, the improved evaluation model can be more accurate and reasonable to carry out the customer service demand level division, which can provide the basis for decision making to optimize service.
Keywords：Pareto principleKano model6-IPA modelservice quality
Publication Date：2017-01-01
Online Publishing Date：2025-08-15(First online date of this platform, not the publication date of the document)
Pages：6( 9-14 )