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

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  • Jeeradist, Thongchai
  • Thawesaengskulthai, Natcha
  • Sangsuwan, Thanawan

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.

Suggested Citation

  • Jeeradist, Thongchai & Thawesaengskulthai, Natcha & Sangsuwan, Thanawan, 2016. "Using TRIZ to enhance passengers' perceptions of an airline's image through service quality and safety," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 131-139.
    • Handle: RePEc:eee:jaitra:v:53:y:2016:i:c:p:131-139
    DOI: 10.1016/j.jairtraman.2016.02.011
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    References listed on IDEAS

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    1. Liou, James J.H. & Yen, Leon & Tzeng, Gwo-Hshiung, 2008. "Building an effective safety management system for airlines," Journal of Air Transport Management, Elsevier, vol. 14(1), pages 20-26.
    2. Liou, James J.H. & Tzeng, Gwo-Hshiung & Chang, Han-Chun, 2007. "Airline safety measurement using a hybrid model," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 243-249.
    3. Rico Merkert & James Pearson, 2015. "A Non-parametric Efficiency Measure Incorporating Perceived Airline Service Levels and Profitability," Journal of Transport Economics and Policy, University of Bath, vol. 49(2), pages 261-275, April.
    4. Tiernan, Siobhan & Rhoades, Dawna & Waguespack, Blaise, 2008. "Airline alliance service quality performance—An analysis of US and EU member airlines," Journal of Air Transport Management, Elsevier, vol. 14(2), pages 99-102.
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    Cited by:

    1. Samanci, Simge & Didem Atalay, Kumru & Bahar Isin, Feride, 2021. "Focusing on the big picture while observing the concerns of both managers and passengers in the post-covid era," Journal of Air Transport Management, Elsevier, vol. 90(C).
    2. Deveci, Muhammet & Özcan, Ender & John, Robert & Öner, Sultan Ceren, 2018. "Interval type-2 hesitant fuzzy set method for improving the service quality of domestic airlines in Turkey," Journal of Air Transport Management, Elsevier, vol. 69(C), pages 83-98.
    3. Li, Wenhua & Yu, Suihuai & Pei, Huining & Zhao, Chuan & Tian, Baozhen, 2017. "A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality," Journal of Air Transport Management, Elsevier, vol. 60(C), pages 49-64.
    4. Kaya, Gizem & Aydın, Umut & Ülengin, Burç & Karadayı, Melis Almula & Ülengin, Füsun, 2023. "How do airlines survive? An integrated efficiency analysis on the survival of airlines," Journal of Air Transport Management, Elsevier, vol. 107(C).
    5. Dong-Shang Chang & Wei-De Wu, 2021. "Impact of the COVID-19 Pandemic on the Tourism Industry: Applying TRIZ and DEMATEL to Construct a Decision-Making Model," Sustainability, MDPI, vol. 13(14), pages 1-28, July.

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