(영문) 베이시안 네트워크를 이용한 항공사 서비스 평가 (Assessing the risks of airline service failures with Bayesian Network)

소개글

Bayesian Network를 이용, 즉 조건부확률 계산을 통해 어떤 항공사 서비스가 고객의 불만족을 일으킬 확률이 높은지 분석해 25개의 서비스를 정량화해 순서대로 정렬합니다

PPT파일이지만 레포트입니다 (보기좋게 정리하기 위해 PPT에 담겼습니다)
그래서 분량이 깁니다

목차

1. introduction
2. methodology
3. results
4. discussion
5. conclusion

본문내용

Executive Summary

In many cases, failures can occur in service process and it is difficult to identify and prevent them in a complex and large service process. The objective of this project is to assess risks of airline service failures.

참고 자료

In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers (Mijeong Go et la., 2018)
항공사 기내서비스의 서비스청사진 분석에 관한 연구 (Jimin Lee et la., 2010)
Airline service process at Ataturk Airport: an analysis of the current situation (SavasSelahattinAtes et al., 2013)
Using a modified grey relation method for improving airline service quality (James J.H. Liou et al., 2011)
An evaluation of airline service quality using the fuzzy weighted SERVQUAL method (Chien-Chang Chou et la., 2011)