Piyanee Akkawuttiwanich, P. Yenradee, Narudh Cheramakara
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引用次数: 0
Abstract
This study focuses on the impact of the Covid-19 crisis on low-cost carriers (LCCs), particularly in comparison to full-service airlines (FSAs). With a target segment of price-sensitive leisure travelers, LCCs have been significantly affected. The objective of this paper is to analyze customer requirements for Thai LCCs during the Covid-19 recovery period and identify strategic improvement decisions accordingly. Nok Air, a well-established LCC in Thailand, is used as a case study. The proposed fuzzy QFD approach is employed to prioritize customer requirements, suggest strategic decisions, and enhance operational practices for the airline's recovery. Key findings include positioning as a premium LCC, offering premium services, increasing ancillary revenue, and improving aircraft utilization. This research is the first to apply fuzzy QFD to prioritize strategic decisions for managing LCCs during the Covid-19 recovery, aiming to enhance customer satisfaction and performance ratings set by the management team.
期刊介绍：
The mission of the International Journal of Knowledge and Systems Science (IJKSS) is to promote the development of knowledge science and systems science as well as the collaboration between the two sciences among academics and professionals from various disciplines around the world. IJKSS establishes knowledge and systems science as a vigorous academic discipline in universities. Targeting academicians, professors, students, practitioners, and field specialists, this journal covers the development of new paradigms in the understanding and modeling of human knowledge process from mathematical, technical, social, psychological, and philosophical frameworks. The International Journal of Knowledge and Systems Science was originally launched by the International Society of Knowledge and Systems Science, which was initiated in 2000 in Japan and founded by Prof. Y. Nakamori, Professor Z. T. Wang and Professor J. Gu in 2003 in Guangzhou. Professor Z. T. Wang was its Founding Editor.
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