TY - JOUR
T1 - Lean service and its implications in the quality of the service of the aircraft industry companies
T2 - a systematic review of the literature
AU - Quiroz-Flores, Juan Carlos
AU - Cabrera-Bonilla, Jesús
AU - Gallardo-Mondragón, Andrés
AU - Collao-Díaz, Martín
AU - Flores-Pérez, Alberto
N1 - Publisher Copyright:
© 2024 Inderscience Enterprises Ltd.
PY - 2024
Y1 - 2024
N2 - Providing a high-quality service has become an important factor for the survival of companies and generating customer satisfaction, therefore airlines must improve the quality they offer in order to improve their image. There are various methods used to evaluate and optimise the quality of airline service, including lean tools. The purpose of this research is to determine what research has been carried out on the quality of service and lean service in the commercial aviation sector based on a systematic review of the literature, in order that airlines can evaluate future improvement proposals to avoid dissatisfaction generated and improve your profitability. The findings show the various dimensions that are related to lean service, giving rise to new studies, its link with the commercial aviation sector and other service areas. Likewise, lean service in this sector could be applied and focus on reducing check-in times at airports or reducing boarding times.
AB - Providing a high-quality service has become an important factor for the survival of companies and generating customer satisfaction, therefore airlines must improve the quality they offer in order to improve their image. There are various methods used to evaluate and optimise the quality of airline service, including lean tools. The purpose of this research is to determine what research has been carried out on the quality of service and lean service in the commercial aviation sector based on a systematic review of the literature, in order that airlines can evaluate future improvement proposals to avoid dissatisfaction generated and improve your profitability. The findings show the various dimensions that are related to lean service, giving rise to new studies, its link with the commercial aviation sector and other service areas. Likewise, lean service in this sector could be applied and focus on reducing check-in times at airports or reducing boarding times.
KW - commercial aviation sector
KW - lean service
KW - quality of service
UR - http://www.scopus.com/inward/record.url?scp=85197952677&partnerID=8YFLogxK
U2 - 10.1504/IJPQM.2024.139160
DO - 10.1504/IJPQM.2024.139160
M3 - Artículo (Contribución a Revista)
AN - SCOPUS:85197952677
SN - 1746-6474
VL - 42
SP - 170
EP - 187
JO - International Journal of Productivity and Quality Management
JF - International Journal of Productivity and Quality Management
IS - 2
ER -