Research on Quality Management of Airport Service Product
DOI:
https://doi.org/10.54691/bcpbm.v24i.1494Keywords:
Quality Management, Airport Service Product, Passengers, Retailers.Abstract
To attract more passengers to choose flights as the most efficient and comfortable transportation, to appeal to more retailers to increase non-aviation income, to draw more airlines to buy airport service products, more and more airports are spending more money and energy on research how to improve quality of service product. This thesis analyzed many domestic and international literature, mainly based on the PMBOK Guide of PMI, and summarized the principles which are suitable for the quality management of airport service products. Then it combined with the successful cases of airports around the world to explore methods to improve product quality for three objects: passengers, retailers, and airlines.
Downloads
References
REN H, YANG L, WANG X. One-hour Economic Circle Traffic Operation Characteristics Analysis of Chongqing City[J].
Snyder H. Literature review as a research methodology: An overview and guidelines[J]. Journal of business research, 2019, 104: 333-339. DOI: https://doi.org/10.1016/j.jbusres.2019.07.039
Project Management Institute, A Guide to the PROJECT MANAGEMENT BODY OF KNOWLEDGE [M]. Fifth Edition.Publishing House of Electronics Industry, 2015.
Hammond J S. Learning by the case method[M]. Boston, MA: Harvard Business School, 1980.
GURL E. SWOT analysis: A theoretical review[J]. 2017.
The ASQ quality improvement pocket guide: basic history, concepts, tools, and relationships[M]. Quality Press, 2013.
Sarker M N I, Hossin M A, Yin X, et al. One belt one road initiative of China: implication for future of global development[J]. Modern Economy, 2018, 9(4): 623-638. DOI: https://doi.org/10.4236/me.2018.94040
Carare P M. Monopoly: Advantages and Disadvantages[J]. Available at SSRN 1787089, 2011. DOI: https://doi.org/10.2139/ssrn.1787089
Garvey P R, Lansdowne Z F. Risk matrix: an approach for identifying, assessing, and ranking program risks[J]. Air Force Journal of Logistics, 1998, 22(1): 18-21.
Tsai W H, Hsu W, Chou W C. A gap analysis model for improving airport service quality[J]. Total Quality Management & Business Excellence, 2011, 22(10): 1025-1040. DOI: https://doi.org/10.1080/14783363.2011.611326
Mohamed T Z, Eljalil A. Assessing The Non-Aviation Services for Optimizing the Dwell Time Spent by Air Passengers[J]. International Journal of Tourism and Hospitality Management, 2021, 4(2): 27-48. DOI: https://doi.org/10.21608/ijthm.2021.206760
De Boer E R, Gudmundsson S V. 30 years of frequent flyer programs[J]. Journal of Air Transport Management, 2012, 24: 18-24. DOI: https://doi.org/10.1016/j.jairtraman.2012.05.003
Meier C, Jakobi J, Adamson P, et al. Benefits of advanced surface movement guidance and control systems (a-songs)[J]. Air Traffic Control Quarterly, 2005, 13(4): 329-356. DOI: https://doi.org/10.2514/atcq.13.4.329
Downloads
Published
Issue
Section
