Abstract
This study evaluates processes of enhancing service quality that is provided to airports' customers. Applying lean practices can assure the enhancement of service quality from the customers' perspective. Through this study King Khalid International Airport (KKIA) has been chosen for the purpose of enhancing the passenger's flow, by applying two Lean practices, which are SERVQUAL and Lean Six Sigma 'DMAIC' or Define, Measure, Analyze, Improve and Control. These two practices are chosen because SERVQUAL is described as one of the best Lean's methods as it use five stages to evaluate them and improve service quality and DMAIC used for the purpose of enhancing the Level of Service (LOS) which can be applied in airports. Through this study, several studies about applying Lean algorithms in International Airports for improving performance and LOS have been reviewed. This study also reviewed the effects of applying these practices specially SERVQUAL and DMAIC on these airports and how they enhanced and improved the overall level of service. © Maxwell Scientific Organization, 2012.
| Original language | English |
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| Pages (from-to) | 1833-1840 |
| Number of pages | 0 |
| Journal | Research Journal of Applied Sciences, Engineering and Technology |
| Volume | 4 |
| Issue number | 13 |
| Publication status | Published - 7 Aug 2012 |