Airline Operation Management Figure

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Source: Modified from Lovelock et al (2001 pp471) Below figure shows that a provision of service quality to the clients of the airline industry does not lie on the airline alone but the travel agency. The operation system of the airline begins when the passengers buy a ticket. In this process, the airline needs to facilitate the process by providing effective reservation system. Reservation system needs to be able to provide the information about available flights, seats, routes and types of aircrafts. In this case, electronic reservation system is used by most airlines. Then, when the passengers have tickets and if they would like to change the travel date, the airline should provide the call center to be ready for the ticket changes and cancellation. Braham (1992) and Sheldon (1997) say that technology machines and the call center operated by most airlines are considered a means to provide service quality. In addition, when the passengers present themselves at the airports, checking in counter must be ready to provide service quality. Providing service quality effectively needs to be derived from effective quality management and operation management. Then, when the passengers are on board, on-board management needs to be operated effectively to create service quality. Take serving meal on board as an example. The airline should provide a variety of meals for the passengers to choose. Lovelock et al (2001) say that a variety of choices is an indicator to judge if the airline holds effective operation management, quality management and quality service. Feigenbaum (1991) points out that the success of airline operation management can be judged by satisfaction of passengers both on board and on the ground. Given this, the airline should provide the best service to the customers by paying attention to all management including operation

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