Cameron quick aer technologies8/9/2023 Findings show that resource allocation was adequate on only five attributes out of fourteen. The analysis reveals four categories, namely 'concentrate here', 'keep up the good work', 'low priority', and 'possible overkill', exhibiting the importance and satisfaction of the fourteen SQAs. Additionally, this study utilises an adapted qualitative questionnaire where four airline managers expressed their perceptions on how they think business travellers perceive the fourteen SQAs. The empirical phase employs a 38-item questionnaire that was shared on various frequent flyer and business travel forums. For each Cluster, business traveller expectations for fourteen SQAs were assessed through using the Kano model while integrating the ISA. A conceptual framework divides business travellers into four Clusters based on the behavioural variables of flight length and cabin class. The study aims to produce suggestions for airline executives on how to allocate resources in the most effective way to enhance the quality of service and increase customer satisfaction. This study uses the Kano model and importance-satisfaction analysis (ISA) to assess airline service quality by identifying the prioritised service quality attributes (SQA) for business travellers. He is also a certified IATA instructor and holds a pilot’s licence. He has completed a PhD in Airline Strategy and an MSc in Air Transport Management from Cranfield University, together with an MBA (Aviation) from Embry-Riddle Aeronautical University. This interdisciplinary mix of both commercial and academic pursuits has allowed Dr O’Connell to become a competent ‘knowledge broker’ of the airline industry. His latest book entitled ‘Air Transport in the 21st Century’ has become a very popular manuscript in an academic and commercial context. He has published numerous academic papers, all of which are airline focused and are pivoted around Airline Management, Strategy, Market analysis, Deregulation and Marketing - he sits on the editorial board of a number of Journals including the Journal of Air Transport Management. He has been onsite with over 55 airlines around the world as well as with Airbus and Rolls-Royce in both an advisory and training capacity in the many multifaceted subject areas that pertain to air transport. While at Embry-Riddle, he regularly lectured at the NASA Ames research facility at Moffett Field. Previous to this, he was a senior lecturer at the Centre of Air Transport Management at Cranfield University where he worked for 10 years, while prior to that he has worked for the Boeing commercial aircraft company as an analyst for a number of years and then for Embry-Riddle Aeronautical University (extended campus in California) as an airline lecturer for a further five years. Dr John Frankie O’Connell is currently a Reader in Air Transport at the University of Surrey.
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