Q u a l i t y M a n a g e m e n t i n A v i a t i o n I n d u s t r y
In today‟s competitive environment, airlines and airport realizes the
importance of customer experiences and their satisfaction. Airlines owners
and stakeholders have over the year shifted their focus from “lager and faster” equipment‟s to awareness in addressing customer wants.
Airlines have realized that quality in passenger experience co-relates directly with aerodrome security and emergence response capabilities in expanding revenues. This chapter reviews the concept of quality by accessing the various definitions and views of the different authors. A general frame-work of what quality is all about and is discussed under the various elements of quality.
The literature looks at the concepts of service quality and how it‟s been
accessed by organization and customers. It will also talks about the various quality awards that are awarded to airlines achieving the highest Quality performance.