Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis

Patricia Lippitt; Nadine Itani; John F. O’Connell; David Warnock-Smith; Marina Efthymiou

doi:10.3390/su15086578

Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis

Patricia Lippitt
, Nadine Itani
, John F. O’Connell
, David Warnock-Smith
, Marina Efthymiou

University of Surrey
School of Aviation and Security
Buckinghamshire New University
DCU Business School

Research output: Contribution to journal › Article › peer-review

Original language	English
Article number	6578
Journal	Sustainability (Switzerland)
Volume	15
Issue number	8
DOIs	https://doi.org/10.3390/su15086578
State	Published - Apr 2023

ASJC Scopus Subject Areas

Computer Science (miscellaneous)
Geography, Planning and Development
Renewable Energy, Sustainability and the Environment
Environmental Science (miscellaneous)
Energy Engineering and Power Technology
Hardware and Architecture
Computer Networks and Communications
Management, Monitoring, Policy and Law

Keywords

business traveller
customer satisfaction
importance satisfaction analysis (ISA)
Kano model
service quality

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10.3390/su15086578

Cite this

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title = "Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance{\textendash}Satisfaction Analysis",

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AU - O’Connell, John F.

AU - Warnock-Smith, David

AU - Efthymiou, Marina

PY - 2023/4

Y1 - 2023/4

KW - business traveller

KW - customer satisfaction

KW - importance satisfaction analysis (ISA)

KW - Kano model

KW - service quality

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UR - https://www.scopus.com/pages/publications/85156183732#tab=citedBy

U2 - 10.3390/su15086578

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Investigating Airline Service Quality from a Business Traveller Perspective through the Integration of the Kano Model and Importance–Satisfaction Analysis

ASJC Scopus Subject Areas

Keywords

Access to Document

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