Using TRIZ to enhance passengers' perceptions of an airline's image through service quality and safety

Jeeradist, Thongchai; Thawesaengskulthai, Natcha; Sangsuwan, Thanawan

doi:10.1016/j.jairtraman.2016.02.011

Cited by 49 publications

(29 citation statements)

References 8 publications

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“…According to the research conceptual frame work has shown in Figure 2, it was developed base on SERVQUAL and Kano's Model in [19]. The literature review in case study of service quality failure cause of severe weather conditions at the airport terminal service.…”

Section: Figmentioning

confidence: 99%

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SERVQUAL and Kano’s model integrated to develop a conceptual model of airport terminal service implementation

Jeeradist

2021

E3S Web Conf.

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This paper proposed a conceptual model to contribute the development of airport terminal service quality by conducting an empirical investigation intocustomer value co-creation behavior in Airport terminal service. The research approach to develop a scale to measure passenger expectations of airport terminal service quality, provide the airport service model to reach the passenger expectation and improved service quality. Research finding the airport service improvement with the top service quality and high rank in the business competitions. The proposed service quality framework comprised of 5 service quality dimension called RATER model which consider passenger perception in 22 criteria to measure and integrate with Kano’s Model in airport service measurement to find the Satisfaction Index (SI) and Dissatisfaction Index (DI) of passenger perception. Airport operations and management team can use the developed quality framework to improve airport service quality. The research value is to extended service quality level by provides a comprehensive service management in airport operations to meet the passenger expectation to improved image. The newly developed conceptual model with SERVQUAL and Kano’s Model integrated.

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Section: Figmentioning

confidence: 99%

“…The analyze has been conducted base on SERVQUAL and Kano's Model [19] past research. The systematic approach to service quality improvement has been developed base on SERVQUAL and Kano's Model.…”

Section: Figmentioning

confidence: 99%

SERVQUAL and Kano’s model integrated to develop a conceptual model of airport terminal service implementation

Jeeradist

2021

E3S Web Conf.

Self Cite

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“…Therefore, empirical research supports that service quality is perceived and assessed by customers (e.g. [16][17][18][19][20][21][22][23][24][25][26][27]). Additionally, the main criteria and the sub-criteria used to measure service quality in air service industry are multiple [20, 28-30, 23, 31-35].…”

Section: Service Quality In Airline Industrymentioning

confidence: 99%

Ground Handling Performance Based Clustering for Vietnam Airlines Strategic Management

Wang¹,

Pham²,

Truong³

2018

IJBER

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Vietnam Airlines (VNA) can add more value to its offerings to pursue differentiation strategy as a competitive advantage by maximizing effectiveness of the ground handling service network it hires. This paper aims at making recommendation to VNA on using a set of managerial tools to monitor and continuously improve its service network being operated at 29 international airports. The tools include cluster analysis, ANOVA and Scheffé post hoc to assist the top managers (1) to have an overview of VNA ground handling service quality at worldwide airports by monitoring the performance of airport clusters instead of an individual airport; (2) to clearly observe its effective and ineffective airport clusters on every certain criterion. With this set, the management board can decide strategic management for ground handling service not only to be more effective and more feasible but also to be in line with marketing strategy to differentiate its offerings to excel in the fierce air industry competition.

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“…Good quality products/services produced by good marketing program support will be able to increase customer satisfaction [5]. Several studies related to customer satisfaction in airlines have been done, such as factors affecting customer satisfaction at Malaysia Airlines [6], application of service quality and safety approach to improving passenger perception of the airline [7], and a study of domestic flight service quality criteria using VIKOR methods [8]. VIKOR is also used to rank the best airline concerning attributes such as tangibility, reliability, security, and safety [9], created an evaluation model for service innovation impact [10], customer satisfaction and customer value.…”

Section: Introductionmentioning

confidence: 99%

Airline Service Quality Analysis Using Integration of Fuzzy Servqual, PGCV Index, and TRIZ Methods in Indonesian Full-Service Carrier Airlines

Sari

Rinawati

Midiawati

2018

International Journal on Advanced Science, Engineering and Information Technology

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The airlines in Indonesia consist of full-service carrier (FSC), medium service carrier (MSC) and low-cost carrier (LCC) category. FSC has some characteristics where the baggage policy is free up to 20 kg, available in food, beverages, magazines, entertainments such as audio and video, economic or non-economic flight classes, executive lounge facilities and classrooms, and seating spaces. Preliminary research conducted in one of the FSC airlines showed some consumers complained about customer satisfaction issues. Based on these problems, the research objectives are to measure customer satisfaction of FSC airlines, to identify problematic service criteria with fuzzyservqual and PGCV index, and to design a system improvement using the TRIZ Method. The result of services quality measurement described that there are 12 criteria unsuitable for the passenger's expectation. The results of TRIZ analysis obtained suggest for improvement such as the placement of professional flight attendants when flying, providing support facilities such a waiting room to increase passenger convenience, placing expert staff for sympathetic information that can be accessed by passengers.

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Using TRIZ to enhance passengers' perceptions of an airline's image through service quality and safety

Cited by 49 publications

References 8 publications

SERVQUAL and Kano’s model integrated to develop a conceptual model of airport terminal service implementation

SERVQUAL and Kano’s model integrated to develop a conceptual model of airport terminal service implementation

Ground Handling Performance Based Clustering for Vietnam Airlines Strategic Management

Airline Service Quality Analysis Using Integration of Fuzzy Servqual, PGCV Index, and TRIZ Methods in Indonesian Full-Service Carrier Airlines

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