Please use this identifier to cite or link to this item: http://scholarbank.nus.edu.sg/handle/10635/72292
Title: Balancing the quality and price of service - A case study
Authors: Cao, C.L.
Goh, T.N. 
Keywords: Economical airlines
KANO
Segmentation/non-segmentation
Issue Date: 2004
Source: Cao, C.L.,Goh, T.N. (2004). Balancing the quality and price of service - A case study. IEEE International Engineering Management Conference 3 : 1100-1104. ScholarBank@NUS Repository.
Abstract: The airline industry is highly competitive today. Many budget airlines have entered the airline industry and they offer attractive low airfares. However, the services provided by the budget airlines are far less than the traditional airlines. How to balance the needs for lower fares and higher service quality is a widely discussed topic today. This paper investigates some important issues and factors that influence the decision by consumers that could help airlines to develop a proper marketing strategy in different situations. Many passengers will prefer low fare airlines, while service quality could have a better profit margin. Through a survey and the used of KANO model, this paper also investigates how to achieve the balance between service quality and airfare, which is the main advantage of economical airlines over flag airlines and budget airlines. © 2004 IEEE.
Source Title: IEEE International Engineering Management Conference
URI: http://scholarbank.nus.edu.sg/handle/10635/72292
Appears in Collections:Staff Publications

Show full item record
Files in This Item:
There are no files associated with this item.

Page view(s)

29
checked on Dec 9, 2017

Google ScholarTM

Check


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.