IDEAS home Printed from https://ideas.repec.org/a/eee/jaitra/v53y2016icp131-139.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969699716000223
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jairtraman.2016.02.011?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. 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.
    2. 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.
    3. 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.
    4. 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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    2. 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.
    3. 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).
    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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Tanrıverdi, Gökhan & Bakır, Mahmut & Merkert, Rico, 2020. "What can we learn from the JATM literature for the future of aviation post Covid-19? - A bibliometric and visualization analysis," Journal of Air Transport Management, Elsevier, vol. 89(C).
    2. Hsu, C.-H. & Wang, Fu-Kwun & Tzeng, Gwo-Hshiung, 2012. "The best vendor selection for conducting the recycled material based on a hybrid MCDM model combining DANP with VIKOR," Resources, Conservation & Recycling, Elsevier, vol. 66(C), pages 95-111.
    3. Chen, I-Shuo, 2016. "A combined MCDM model based on DEMATEL and ANP for the selection of airline service quality improvement criteria: A study based on the Taiwanese airline industry," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 7-18.
    4. Delbari, Seyyed Ali & Ng, Siew Imm & Aziz, Yuhanis Abdul & Ho, Jo Ann, 2016. "An investigation of key competitiveness indicators and drivers of full-service airlines using Delphi and AHP techniques," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 23-34.
    5. Dong-Shang Chang & Sheng-Hung Chen & Chia-Wei Hsu & Allen H. Hu & Gwo-Hshiung Tzeng, 2015. "Evaluation Framework for Alternative Fuel Vehicles: Sustainable Development Perspective," Sustainability, MDPI, vol. 7(9), pages 1-25, August.
    6. Barak, Sasan & Dahooei, Jalil Heidary, 2018. "A novel hybrid fuzzy DEA-Fuzzy MADM method for airlines safety evaluation," Journal of Air Transport Management, Elsevier, vol. 73(C), pages 134-149.
    7. Merkert, Rico & O’Fee, Basil, 2016. "Managerial perceptions of incentives for and barriers to competing for regional PSO air service contracts," Transport Policy, Elsevier, vol. 47(C), pages 22-33.
    8. MacLean, Leonard & Richman, Alex & MacLean, Stuart, 2016. "Benchmarking airports with specific safety performance measures," Transportation Research Part A: Policy and Practice, Elsevier, vol. 92(C), pages 349-364.
    9. Wang, Tsung-Cheng, 2012. "The interactive trade decision-making research: An application case of novel hybrid MCDM model," Economic Modelling, Elsevier, vol. 29(3), pages 926-935.
    10. Ko, Young Dae & Kwag, Sung Il & Oh, Yonghui, 2020. "An efficient airline seat reallocation algorithm considering customer dissatisfaction," Journal of Air Transport Management, Elsevier, vol. 85(C).
    11. Saranga, Haritha & Nagpal, Rajiv, 2016. "Drivers of operational efficiency and its impact on market performance in the Indian Airline industry," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 165-176.
    12. Wang, Stephen W. & Hsu, Maxwell K., 2016. "Airline co-branded credit cards—An application of the theory of planned behavior," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 245-254.
    13. Raja Rub Nawaz & Dr.Rafique Ahmed & Sajida Reza, 2015. "Prioritization Of Quality Care Criteria To Deliver Quality Service Using Dematel," IBT Journal of Business Studies (JBS), Ilma University, Faculty of Management Science, vol. 11(2), pages 165-181.
    14. Chiuling Lu & Ann Yang & Jui-Feng Huang, 2015. "Bankruptcy predictions for U.S. air carrier operations: a study of financial data," Journal of Economics and Finance, Springer;Academy of Economics and Finance, vol. 39(3), pages 574-589, July.
    15. Díaz, Estrella & Martín-Consuegra, David, 2016. "A latent class segmentation analysis of airlines based on website evaluation," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 20-40.
    16. Ying Li & Tai‐Yu Lin & Yung‐ho Chiu & Shu‐Ning Lin & Tzu‐Han Chang, 2021. "Impact of alliances and delay rate on airline performance," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 42(6), pages 1607-1618, September.
    17. Yalcin Kavus, Bahar & Gulum Tas, Pelin & Ayyildiz, Ertugrul & Taskin, Alev, 2022. "A three-level framework to evaluate airline service quality based on interval valued neutrosophic AHP considering the new dimensions," Journal of Air Transport Management, Elsevier, vol. 99(C).
    18. Lo, Huai-Wei & Liou, James J.H. & Huang, Chun-Nen & Chuang, Yen-Ching & Tzeng, Gwo-Hshiung, 2020. "A new soft computing approach for analyzing the influential relationships of critical infrastructures," International Journal of Critical Infrastructure Protection, Elsevier, vol. 28(C).
    19. Fu, Yan-Kai & Chan, Tsung-Lung, 2014. "A conceptual evaluation framework for organisational safety culture: An empirical study of Taipei Songshan Airport," Journal of Air Transport Management, Elsevier, vol. 34(C), pages 101-108.
    20. Akshay Hinduja & Manju Pandey, 2019. "An Integrated Intuitionistic Fuzzy MCDM Approach to Select Cloud-Based ERP System for SMEs," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 18(06), pages 1875-1908, November.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jaitra:v:53:y:2016:i:c:p:131-139. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.journals.elsevier.com/journal-of-air-transport-management/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.