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Assessing customer perceptions of quality of service of private flight service providers.

機(jī)譯：評估客戶對私人飛行服務(wù)提供商的服務(wù)質(zhì)量的看法。

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摘要

The author of this dissertation sought to understand how those who fly in private jets provided by flight service providers perceive the benefits of using private flights compared with commercial flights. This study required a minimum of 51 people who have flown in a private aircraft provided by private flight service providers within the past two years to complete a survey. The survey was based on ServQual scales, which were used to assess the statistical differences between perceived service quality and expected service quality. The differences between respondents' expected level of service and their perceived level of service they actually received was analyzed quantitatively to better understand the benefits of using private flights. 68 valid responses were collected and analyzed. The analysis of data revealed that there was no statistically significant evidence to show that the users of private flight services received better than expected services from private flight service providers. Furthermore, there was no statistically significant evidence to show that users of private flights felt that private flights provided an economical value compared to that of commercial flights.
機(jī)譯：本論文的作者試圖了解那些由飛行服務(wù)提供商提供的私人飛機(jī)飛行的人如何感覺到使用私人航班與商業(yè)航班相比的好處。這項研究要求在過去兩年內(nèi)至少有51人乘坐私人飛行服務(wù)提供商提供的私人飛機(jī)飛行，以完成調(diào)查。該調(diào)查基于ServQual量表，該量表用于評估感知服務(wù)質(zhì)量與預(yù)期服務(wù)質(zhì)量之間的統(tǒng)計差異。定量分析了受訪者的預(yù)期服務(wù)水平與他們實際獲得的感知服務(wù)水平之間的差異，以更好地了解使用私人航班的好處。收集并分析了68個有效回復(fù)。數(shù)據(jù)分析顯示，沒有統(tǒng)計上顯著的證據(jù)表明私人飛行服務(wù)的用戶從私人飛行服務(wù)提供商那里獲得的服務(wù)要好于預(yù)期。此外，沒有統(tǒng)計上顯著的證據(jù)表明私人航班的用戶認(rèn)為私人航班與商業(yè)航班相比具有經(jīng)濟(jì)價值。

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  • 作者

    Sur, Sang Won.;

  • 作者單位

    Northcentral University.;

  • 授予單位 Northcentral University.;
  • 學(xué)科 Business Administration Management.; Transportation.
  • 學(xué)位 Ph.D.
  • 年度 2008
  • 頁碼 72 p.
  • 總頁數(shù) 72
  • 原文格式 PDF
  • 正文語種 eng
  • 中圖分類 貿(mào)易經(jīng)濟(jì);綜合運輸;
  • 關(guān)鍵詞

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