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PurposeThe purpose of this paper is to outline the evolution of research on airport service quality and measurement index of passenger satisfaction to explore opportunities for future research direction.Design/methodology/approachA systematic literature review was conducted involving a total final sample 27 articles published during 2000–2020, the source of the database used in this study is Emerald, ScienceDirect, Harzing's Publish or Perish with API Key based on set of inclusion/exclusion criteria for analysis and synthesis to meet the purpose of the paper.FindingsDimensions of measuring airport service quality are currently based on a process approach. There are eight dimensions of ASQ measurement practiced by the industry, which is different from the five dimensions of service quality measurement generally. There is still a theoretical and empirical gap, so one of the challenges in applying the ASQ measurement dimensions is bridging research with applications in the airport industry. Other findings, research on airport service quality measurement is currently focused on passenger satisfaction. The integration of expectation-disconfirmation theory and service profit chain models can be used in service quality, passenger satisfaction and profitability.Research limitations/implicationsThis paper seeks to contribute to and analyze limited articles on service quality at airports and identify further research areas.Originality/valueThis paper tries to explain the development of research on the dimensions of measuring service quality at airports. The author identifies a gap in airport service quality measurement dimensions used by researchers and the industry. The author believes that this study can provide a comprehensive thought on using airport service quality measurement dimensions for future research.

The Indonesian government is targeting leather products, especially from West Java to become one of the export commodities that will encourage national economic growth. The existence of a leather industry particularly in the city of Garut has attracted many Indonesian researchers over the years to investigate the condition through many fields of research. However, the latest research identified several barriers related to the leather business development in Garut city, which was related to the optimization ratio of its performance and product quality. This study aimed to design a quality management model and key performance indicators to make this sector competitive in the global market. The research method used was inductive with a qualitative approach and a constructivist grounded theory in developing a quality management model. Theoretical and snowball sampling was chosen in identifying potential participants. The findings of this study contribute to the knowledge and practice of quality management models with key performance indicators that can be used to measure current conditions as a foundation for future improvement in the leather industry to produce competitive products that meet global standard. KPIs were formulated with certain criteria and should be applied by business actors.

One significant shortcoming in increasing productivity of creative industry especially in developing country such Indonesia or other ASEAN countries is finding the appropriate technology to be used by considering the need, how to select, and technical support for the use of technology. Furthermore the lack of technology access also became an important constraint for creative industrialists to be more effective in running their business for winning the global competition. This study aim to identify the model of technology used by the developed countries to be implemented by ASEAN creative industries by doing the benchmarking study from several well-known and steady countries in implementing the optimal technology as the key to the successful global business operation. The methodology use for this purpose is using the qualitative research methods based on overviews on empirical evidence regarding the creative industries technology in developed countries, case study overview approach is built to provide a preliminary study of technology adoption in developed countries. The findings of the paper include the analysis of technology based on social, health, technological, economic, financial, institutional, and environmental consideration and constraint in implementing the technology in the creative industry. Conclusions are drawn that implementing technology in such creative industry should consider particular aspects due to its unique and specific industry characteristics. The paper closes with future research recommendations on validating the model in each of 15 creative industry categories and try to find the specificity of each category in technology consideration and standards.

This paper aims to compare various Performance Management Systems for business school in order to find the strengths of each standard as inputs to design new model of PMS. There are many critical aspects and gaps notified for new model to improve performance and even recognized that self evaluation performance management is not well developed in school toward a competitive education market. The exploratory study and comparative study methodology were used to develop a conceptual model based upon literature review. An exploratory study approach was used to investigate the way in which PMS actually evolve within business school institution, while comparative study was done to determine relationship among PMS based on literature review and secondary data. Based on information gathered about several standards applied for business school, hopefully, there will be a valuable opportunity to create new PMS model that could cover every weaknesses and strengths that each standard had, and the new model will manage business school performance more comprehensively as well.

Knowledge Management (KM) provides formal activity so the industry could implement to prevent knowledge lost. Subsequently, KM plays important role to manage the intellectual capital for maintaining industrial sustainability. Finally, increases the performance through saving all tacit knowledge from their potential workers. Especially in service industry like banking, where most knowledge obtained from experience while serving clients, to achieve its best performance, service industry should put KM as a standard. Since most KM starts from identify tacit knowledge, service industry must create certain process to transfer it as an explicit knowledge. This research aim to build KM system not only to transform tacit into explicit knowledge, but also to prevent important knowledge lost. The method used in this research were divided into three sections: literature review, study the standard of creating KM process, and synthesis process in knowledge management as a preliminary model. Based on the result, KM system consists certain formal activities like building managerial commitment, creating KM division, socializing KM, sharing, documenting, and implementing the knowledge. The results expected is a valuable contribution to secure employees’ tacit knowledge through building of Standard Operating Procedure for KM, so the company could perform with certain standard without rely on certain employees ability.

This study aims in determining the implementation of supply-chain framework; identifying the flow of goods, money, and information, as well as the problems and factors that influence them. The research object is the supply chain management of two aircrafts at PT Dirgantara Indonesia (Persero). The descriptive analysis method is used with a qualitative approach as the result of interviews and observations to be analyzed to answer the research questions. The results indicate that the running framework consists of nine activities, the existence of a linkage to each flow, where the punctuality of payment by the customer will facilitate the flow of the goods itself, also the timeliness of delivery by suppliers in obtaining materials can shorten production time, flow of goods, and flow of money. Money will not run smoothly without the accurate flow of information and the credibility of the exchange of information. It is expected that all stakeholders need to further improve coordination and collaborate to create products with the right service quality, quantity, time, and place.

Until now, the issue of quality of the products of SMEs (small and medium enterprises) remains the main issues as the cause of low ability to compete. This study focused into the issue of what happened with regard to the quality of products in the supply chain SME products. This study aims to describe how the culture of quality in the supply chain of SMEs and their role in contributing to the lack of SME products. The study involved 128 SMEs in the food processing industry cluster and garment industry. The research uses qualitative method with case study approach.The results showed an average internal quality culture reached 3.62661 supply included in the category enough. Of the five industry cluster, a culture of quality in the internal supply chain is the best T-shirt industry (4.3385) in both categories, while other four clusters exist in enough categories, with grades: hoods (3.661), soy crisps (3.6635), cassava chips (3.64), and the last chips fish balls (2.829). The low average internal quality culture supply mainly is in industrial processing of cassava chips and chips fish balls. One reason is the low awareness of quality. There is no technology and equipment adequate to safeguard the stability of quality. The upper most excellent quality culture occurred in the supply chain, where the product is controlled by big industry, is the industry shirts (4.018), soy crisps (3.613), and hoods (3.473), while when in the upstream industry controlled by small or SMEs, there is deterioration in the cultural values of quality: cassava chips (2.917) and chips fish balls (2.781). For downstream, 100% controlled by SMEs, there is an average value of quality culture 3.5662.