The airline industry places an increasing emphasis on providing high-quality services as it is vital to airlines’ survival in the best position according to customer satisfaction metrics. This paper aims to improve the service quality of airlines by analyzing it from the perspective of passengers. The DMAIC methodology was used, and the opinions of passengers were recorded using a questionnaire. The questionnaire aims to measure the most common problems faced by passengers through their traveling experiences, such as flight delays, baggage delays, and long time of travel procedures. The questionnaire was distributed to the passengers via the Internet and the total number of responses received is 109. The diversity of passengers was considered during the distribution of the questionnaire to obtain a correct sample and thus accurate results. After analyzing the results, the problem of flight delay was the most common problem that most of the passengers complained about. Thus, the aim of this paper is to improve the quality of the flight arrival time and provide improvement suggestions in order to avoid flight delays through total quality management (Six Sigma approach). Also, the mean and the standard deviation were calculated for the flight delay period to measure the current performance.
Improving Airline Services Quality by DMAIC Methodology
Lect. Notes in Networks, Syst.
International conference on WorldS4 ; 2023 ; London, United Kingdom August 21, 2023 - August 24, 2023
2024-02-16
9 pages
Aufsatz/Kapitel (Buch)
Elektronische Ressource
Englisch
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