Upravljanje kvalitetom usluga zračnih luka - analiza multifaktorske strukture zadovoljstva korisnika
| Autor: | Josip Mikulic |
|---|---|
| Rok vydání: | 2007 |
| Předmět: |
zračne luke
upravljanje kvalitetom usluga multifaktorska struktura zadovoljstva Kanoov model kvalitete matrica važnosti importance grid airports service quality management mutlifactor structure of satisfaction Kano quality model lcsh:Marketing. Distribution of products airports service quality management mutlifactor structure of satisfaction Kano quality model importance grid lcsh:HF5410-5417.5 |
| Zdroj: | Tržište, Vol 19, Iss 1, Pp 23-42 (2007) Market-Tržište Volume 19 Issue 1 Josip Mikulic |
| ISSN: | 0353-4790 1849-1383 |
| Popis: | Svrha ovog rada jest dobivanje uvida u multifaktorsku strukturu zadovoljstva korisnika usluga jedne hrvatske zračne luke. Na osnovi podataka primarnog istraživanja (n=1 053) provedena je analiza pomoću matrice važnosti, koja je dovela do kategorizacije usluga zračne luke u faktore zadovoljstva prema Kanoovu modelu kvalitete. Identificirani su osnovni faktori, faktori uspješnosti i faktori uzbuđenja. Rezultati analize obogaćuju standardnu informacijsku podlogu, koja se dobiva ispitivanjem zadovoljstva korisnika, te predstavljaju vrijedan resurs za poslovno odlučivanje na području upravljanja kvalitetom usluga. The purpose of this paper is to get an insight into the multifactor structure of satisfaction of the customers of a Croatian airport. Based on data from the primary research (n=1053), an importance-performance analysis was conducted that resulted in the categorization of airport services into the satisfaction factors according to Kano’s model of quality. Basic factors, performance factors and excitement factors were identified. The results of this analysis enrich the standard information basis which is obtained through customer satisfaction surveys. Furthermore, they represent a valuable resource for decision-making within the domain of service quality management. |
| Databáze: | OpenAIRE |
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