THE APPLICATION OF KANO’S MODEL IN THE AIRLINE INDUSTRY

Sammanfattning: This paper shows how airline passenger service necessities can be scrutinized by utilizing Kano's model of quality component and examines the potential advantages that can be accomplished by applying this way to deal with marketing strategy planning. As per Kano's model, quality components can be grouped into three classifications, to be specific must-be, One-dimensional and Attractive needs, contingent upon their capacity to make consumer satisfaction or dissatisfaction. Aftereffects of this review propose that airline passenger service components could be grouped comparable with Kano's model to recognize the most critical passenger service components. Effects of the service components highlights on passenger satisfaction or dissatisfaction have been likewise figured as estimation records for development.