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INVESTIGATING THE FACTORS EFFECTING SERVICE QUALITY UNDER LEAN IMPLEMENTATION WITHIN COMMERCIAL AIRLINES INDUSTRY IN THAILAND |
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| รหัสดีโอไอ | |
| Creator | Walwisa Pongugsorn |
| Title | INVESTIGATING THE FACTORS EFFECTING SERVICE QUALITY UNDER LEAN IMPLEMENTATION WITHIN COMMERCIAL AIRLINES INDUSTRY IN THAILAND |
| Contributor | Nattapan Buavaraporn |
| Publisher | University of the Thai Chamber of Commerce |
| Publication Year | 2564 |
| Journal Title | UTCC International Journal of Business and Economics |
| Journal Vol. | 13 |
| Journal No. | 2 |
| Page no. | 187-208 |
| Keyword | INVESTIGATING, SERVICE QUALITY, LEAN IMPLEMENTATION, COMMERCIAL AIRLINES, THAILAND |
| URL Website | http://ijbejournal.com/ |
| Website title | ijbejournal |
| ISSN | 1906-5582 (paper) |
| Abstract | Lean has been widely adopted in organizations as the strategy for attaining the equilibrium between quality, productivity, cost, profitability and customer's contentment with proven result from a number of business improvement engagement. This research aims primarily to investigate the factors effecting service quality under Lean Implementation within the major commercial airlines industry in Thailand. Based on extant literature, six main factors are of processes, planning and control, HR, top management and leadership, customer relations and supplier relations. Through the interviews conducted with airlines practitioners, the employee engagement is considered another additional factor affecting the effectiveness of Lean implementation. In total, 400 questionnaire survey were gathered from four commercial airlines implemented lean as part of strategic improvement initiatives. The findings indicated that there are significant positive relationships of HR, top management & leadership, process, planning & control, customer relations, supplier relations, and employee engagement toward the overall service quality of Airlines. |
