Prioritizing Airline Service Recovery Solutions by Service Problem Development Technique

Master's Thesis: Prioritizing Airline Service Recovery Solutions by Service Problem Development Technique with a case study in Iran Air
Mehdi Toghian Chaharsoughi; [2008]

Abstract: Nowadays, the competitive world of businesses forces organizations to seriously increase their customer satisfaction and loyalty and the leading companies have conducted and experienced almost all of the related strategies. Meanwhile, customer complaints management and service recovery solutions provide new competitive advantages to the organizations and those who use more effective solution to manage service failures is more expected to win the competition.In this thesis, a new methodology has been proposed to prioritize service recovery solutions, based on service failures. For this purpose, literature has been reviewed and classified, considering its contribution to different parts of the methodology. Two comprehensive sets of service failures and service recovery solutions have been developed, which in turn has supported the House of Quality (HoQ) analysis. The proposed methodology has been examined in IranAir as the major airline in Iran. Data had been gathered from designed questionnaires a statistically was analyzed. After computing the matrix in HoQ, The total values of the service recovery solutions have been found and prioritized. Then they have been compared with the priorities from managers' point of view and the differences have been finally highlighted.The outcomes imply that the new methodology has the capability to be specialized for particular airlines, such as IranAir. The difference between the results of the proposed methodology and the managers point of view outlines the fact that the new methodology is much more effective than the traditional approaches, in which the service recovery solutions are prioritized based on managers' point of view. However, some recommendations and suggestions has been presented, by which the applicability and effectiveness of the proposed methodology is expected to increase. 


epubl.luth.se/1653-0187/2008/074/LTU-PB-EX-08074-SE.pdf