Abstract
Quality and reliability engineering technique are widely used as improvement tools in manufacturing industries, involving the design experiments, quality function deployment (QFD), and survival analysis, focuses on improving the lifecycle of products. However, started at early last decade, some researches in improving the service lifecycle in some service industry consider to implements design of experiment in service industry, followed by other tools such as QFD, and the reliability engineering tools. This research proposed alternatives incorporated quality and reliability engineering methods in evaluating and improving the lifecycle of service. Starting with evaluating the weaknesses of service using SERVQUAL method, finding the improvement plan by implementing QFD, designing the robust service design using Taguchi designed experiment methods, and then implementing survival analysis for ensuring the reliability of designed services. This framework has successfully implemented in designing and evaluating existing airport service system with some recommendation generated in.
Highlights
Continuous improvement in service industry has important role in raising up customer satisfaction and the way to keep the service deployed excellently
Some research shows that the service design proposed by various method become critical point, not because of its outstanding solution, but things that are more important are how to keep the service life cycle longer, i.e. keeping customer satisfaction survive over time
The negative gaps opens the opportunity for improvement at corresponding SERVQUAL attributes
Summary
Continuous improvement in service industry has important role in raising up customer satisfaction and the way to keep the service deployed excellently. Along with deployed new improvement plan, service provides evaluate the robustness of it, by using simple two points questionnaire, i.e.; how satisfy the customer with this designed service, and how long customer has been experiencing this designed service The interaction between both questions are measured and produced the survival data. By calculating Taguchi S/N ratio as, optimized solution was reached This result represents the new service design, i.e. grouped seat based on airline name, ergonomics non minimalist seat design equipped by electricity plug in it, and provide some minimart and vending machine at certain locations. This service design completes another improvement plan that are not selected in Taguchi. According to your expected service, please rate these service option combinations from 1 (unwanted) until 5 (most wanted)
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: IOP Conference Series: Materials Science and Engineering
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
