Table 3.4 is a hypothetical list of customer requirements as det con- ducted by
ID: 389278 • Letter: T
Question
Table 3.4 is a hypothetical list of customer requirements as det con- ducted by an airline. Develop an affinity diagram, classify these requirements into appropriate categories, and design a questionnaire to survey customers. Be sure to address any other p include in the questionnaire. 5. A local franchise of A through a focus group t issues/questions as well as customer information that would be appropriate to Ability to solve problems and answer questions during flight . Requirements Efficient boarding rance Appealing interior appearance . Well-maintained seats Reservation calls answered prompty . Timely and accurate . Good selection of Efficient and attentive flight attendants Good beverage selection . Clean lavatories Efficient ticket line and waiting procedures Good-quality audiovisual system .Sufficient quantity of food Interesting in-flight magazine . Courteous and · In-flight telephone access Good variety of audiovisual programming · Flight attendants knowledgeable of arine programs and pokes .Correct explanation of fares and schedules t gate personnelExplanation / Answer
Affinity diagram is an organization of consolidated information under product, process, issue or problem category. The data is grouped as per their affinity or similarity.
Look at the different requirements that the customers are looking for in the airline service, you can see that the requirements fall under either of the following affinity topics:
Now to incorporate these affinities into a questionnaire in an effective manner so that the feedback recieved by the customers of the airline can be used to further improve the customer experience overall.
A questionnaire can be constructed with a rating system , say on a scale of 1 to 5 , how would you rate the selection of the in-flight magazines and newspaper. This should be followed by a some space provided for comments-'Any additional comments that can help improve your in-flight experience'.....
Kindly use the above as a guideline to improve upon your answer.
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