Customer service in the aviation industry – An exploratory analysis of UAE airports

Arif, Mohammed; Gupta, Aman; Williams, Aled

doi:10.1016/j.jairtraman.2013.05.001

Cited by 51 publications

(37 citation statements)

References 29 publications

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“…Information system provides greater reliability and scalability to quality of organizational product and services. Information system provides greater structure to total management system of quality structure that assures proper aviation maintenance over airline industry [12]. It requires to indentify proper concept and requires to determine issues in order to provide optimize result with implementation of proper aviation structure [4].…”

Section: Information System Strategy For Tqm In Aviation Industrymentioning

confidence: 99%

Information System Strategy for Total Quality Management (TQM) in Aviation Industry

Qasim¹,

Zafar²

2016

IJCA

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This study reflects on analyzing different types of information system strategies for doing the Total Quality Management of the Aviation industry. Moreover, in this report it also gives of the proper discussion of different techniques that are used to improve the quality management by doing proper use of Information strategies. Furthermore, it also discusses about different examples of the IS support techniques in doing the TQM implementation of Delta Airlines. Apart from this, it also focuses different Information strategies and select different processes of TQM implementation at Aviation Industry.

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Section: Information System Strategy For Tqm In Aviation Industrymentioning

confidence: 99%

Information System Strategy for Total Quality Management (TQM) in Aviation Industry

Qasim¹,

Zafar²

2016

IJCA

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“…Chi-square test was used for data analysis. The study findings revealed public opinions regarding various innovative measures implemented by UAE government [24].…”

Section: Literature Review and Hypothesesmentioning

confidence: 90%

“…A research was done by Arif et al [24] to assess the tools and methods used by the United Arab Emirates' (UAE's) federal government to enhance customer satisfaction in the aviation industry. This study took into account customer service being rendered at three airports.…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

Key Enablers of Effective Implementation of TQM in Royal Jet Airways

Nahyan

All

2017

Advances in Decision Sciences

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Total quality management (TQM) is a unified management approach that concentrates on the consecutive improvement of processes, products, and methods to surpass client expectations. This paper aims to highlight the advantages of implementing TQM in the airline industry by examining the key enablers of TQM. This study was based on a research model including six factors that were found to have a profound influence in implementing TQM. The data needed for the study was collected with the aid of questionnaires and secondary sources. The study discovered that procedures, policies, and a culture of knowledge transfer were the most significant enablers of successful TQM initiatives in Royal Jet Airways. In order to effectively implement TQM, the study suggests that management should offer appropriate recognition and rewards to employees. This will motivate them to adopt and practice TQM initiatives. Apart from that, management should also arrange seminars or workshops to accustom the employees to the basic procedures and objectives of effective TQM.

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“…Struggles are often caused by an incomplete understanding of requirements and needs (Asher, 1989;Arif et al 2013). As consumers are disconnected by service providers (Womack and Jones 2005), there is a gap between airport management companies and the travellers.…”

Section: Airport Terminal Design and Passenger Experiencementioning

confidence: 99%

Lean-Driven Passenger Experience Design

Bosi¹,

Esposito²,

Sacks³

2018

26th Annual Conference of the International Group for Lean Construction

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In the contemporary agenda of airport design, good spatial design is fundamental to properly and efficiently manage boarding and disembarking processes. It contributes to the Passenger Experience and social sustainability of the terminal itself. This correlates with higher satisfaction levels from the passenger experience. By contrast, current practices of airport design do not properly cope with its requirements and the subsequent operation phase, because the project is not associated with the complete set of stakeholder requirements including the passengers to systematic modelling and management of their experience. The airport terminal is considered a temporary production system, its focus being the transformation of travellers, aimed to maximize the value for passengers, exploiting information management to better accommodate processes and project structuring. In a lean perspective, the terminal is a "flight factory", whose layout is crucial not only for process efficiency but also to achieve higher performance and user satisfaction, the main metrics for quality service evaluation. Considering the multidisciplinary and complex features involved in airport terminal space programming, Lean Design could have important outcomes in the search for project design integration, effective solutions, quality and all-encompassing sustainability. In this paper we discuss a theoretical framework to investigate value delivery in airport terminal design through the integration of lean thinking, constituting the basis for future research on Passenger Experience.

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Customer service in the aviation industry – An exploratory analysis of UAE airports

Cited by 51 publications

References 29 publications

Information System Strategy for Total Quality Management (TQM) in Aviation Industry

Information System Strategy for Total Quality Management (TQM) in Aviation Industry

Key Enablers of Effective Implementation of TQM in Royal Jet Airways

Lean-Driven Passenger Experience Design

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