Piyanee Akkawuttiwanich, P. Yenradee, Narudh Cheramakara
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引用次数: 0
摘要
本研究的重点是 Covid-19 危机对低成本航空公司（LCC）的影响，尤其是与全服务航空公司（FSA）相比。低成本航空公司的目标客群是对价格敏感的休闲旅客，因此受到了很大影响。本文旨在分析泰国 LCC 在 Covid-19 恢复期间的客户需求，并据此确定战略改进决策。本文以泰国老牌 LCC Nok Air 为案例进行研究。采用所提出的模糊 QFD 方法对客户需求进行优先排序，提出战略决策建议，并加强运营实践，以促进航空公司的复苏。主要发现包括定位为优质 LCC、提供优质服务、增加辅助收入和提高飞机利用率。这项研究首次应用模糊 QFD 方法为 Covid-19 恢复期间的 LCC 管理战略决策确定优先次序，旨在提高客户满意度和管理团队设定的绩效评级。
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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