 Using TRIZ to enhance passengers' perceptions of an airline's image through service quality and safetyThongchai Jeeradist, Natcha Thawesaengskulthai and Thanawan Sangsuwan Journal of Air Transport Management, 2016, vol. 53, issue C, 131-139 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. Keywords: Airline image; Airline services; Airline safety; Service quality measurement (SQM); SERVQUAL; The Kano model; TRIZ (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:53:y:2016:i:c:p:131-139 DOI: 10.1016/j.jairtraman.2016.02.011 Access Statistics for this article Journal of Air Transport Management is currently edited by Anne Graham More articles in Journal of Air Transport Management from Elsevier |
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