منوی کاربری
  • پشتیبانی: ۴۲۲۷۳۷۸۱ - ۰۴۱
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دانلود رایگان مقاله استفاده از TRIZ برای درک مسافر از تصویر خط هوایی توسط کیفیت خدمات

عنوان فارسی
استفاده از TRIZ برای افزایش درک مسافران از یک تصویر خطوط هوایی توسط کیفیت خدمات و ایمنی
عنوان انگلیسی
Using TRIZ to enhance passengers' perceptions of an airline's image through service quality and safety
صفحات مقاله فارسی
0
صفحات مقاله انگلیسی
9
سال انتشار
2016
نشریه
الزویر - Elsevier
فرمت مقاله انگلیسی
PDF
کد محصول
E4144
رشته های مرتبط با این مقاله
مهندسی صنایع
گرایش های مرتبط با این مقاله
ایمنی صنعتی
مجله
مجله مدیریت حمل و نقل هوایی - Journal of Air Transport Management
دانشگاه
مدیریت تکنولوژی و مدیریت نوآوری، دانشگاه Chulalongkorn، بانکوک، تایلند
کلمات کلیدی
تصویر هواپیمایی، خدمات خطوط هوایی، ایمنی هواپیمایی، اندازه گیری کیفیت خدمات (SQM)، مدل کانو، TRIZ
۰.۰ (بدون امتیاز)
امتیاز دهید
چکیده

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.

نتیجه گیری

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.


بدون دیدگاه