Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Study for the Service Quality Audit System Development based on the Analysis of Airline Cabin Service Process

항공사 기내서비스 프로세스분석에 근거한 서비스품질 감사시스템개발에 관한 연구

  • 이지민 (신구대학교 비즈니스실무학부 항공서비스과) ;
  • 김연성 (인하대학교 경영대학 경영학부)
  • Received : 2012.08.17
  • Accepted : 2012.09.25
  • Published : 2012.09.30
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Abstract

Purpose: In this study, we developed a service quality audit system through analyzing service processes of airlines' cabin service. Methods: Applying the qualitative approach to service processes analysis; 'service blueprint' methodology was developed, providing airlines a blueprint for cabin service and applying the quantitative service quality audit approach called 'walk-through audit', an audit methodology tailored to airline cabin service called PCPA (Passenger Cabin Patrol Audit) was developed. Results: This study tried to apply both the qualitative and the quantitative methodologies to develop service quality audit checklist and tried to develop details to systemize them into a new methodology. Conclusion: This study will be helpful for Airline services improvement by providing 'service quality audit model', so as to find out the problems and share those with the stakeholders.

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References

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