دانلود رایگان مقاله استفاده از TRIZ برای درک مسافر از تصویر خط هوایی توسط کیفیت خدمات

abstract

To improve the impacts of airline image, service quality and safety on passenger perceptions, this paper examined and presented three case studies to identify the factors that influenced service quality in the airline business, and passenger perceptions of airline image. A literature review on service quality measurement (SQM) and airline safety analysed case studies. The quality management framework SERVQUAL with five service quality dimensions including reliability, assurance, tangibility, empathy and responsiveness was used to assess passenger requirements. Selected criteria from airline services and the Kano model measured customer satisfaction. Airline safety criteria were studied and TRIZ techniques were employed to integrate improved service quality without compromising safety regulations, to best enhance airline image.

4. Discussion and conclusion

In the airline industry, safety and serviceability are conducted by FAA, ICAO and IATA regulations and policies. There are many factors that affect the safety index and airline service such as aircraft characteristics and maintenance conditions, crew operations, air traffic control, weather conditions and airline management business strategies (Liou et al., 2007). According to the three case studies, service quality and safety contradictions may impact on airline image. Using inventive TRIZ principles to solve these con- flicts provides a unique way of systematic thinking, by improving airline safety and service quality management integration to enhance airline image (Chai et al., 2005). Understanding the TRIZ contradictions as applied to the airline business will promote top quality service.