Title: Service quality robust design – with a case study in airport services

Authors: Arash Shahin; Nasibeh Janatyan; Nahid Nasirzaheh

Addresses: Department of Management, University of Isfahan, Isfahan, Iran ' Department of Management, University of Isfahan, Isfahan, Iran ' Department of Management, University of Isfahan, Isfahan, Iran

Abstract: This paper shows how the Taguchi's robust design can be developed to design the best levels of service quality dimensions. For this purpose, Taguchi's experimental design and signal-to-noise ratio (S/N ratio) have been examined in the Isfahan International Airport services and the results have been analysed by Minitab software. About 13 dimensions of service quality have been assumed as control factors and the average passenger satisfaction has been assumed as response. Twenty-seven experiments have been designed for estimating the amount of passenger's satisfaction and after collection and analysis of data, appropriate levels of service quality have been determined. The S/N ratios calculated highlight the 14th experiment as the best one. The value of passenger satisfaction in access-level B, i.e. fitness of variety services to passenger's requirements in different hours a day, is found as higher than other dimensions. Also, information about changes in services is found as the highest value of dissatisfaction.

Keywords: service quality; robust design; Taguchi methods; design of experiments; DOE: S/N ratio; signal-to-noise ratio; Isfahan International Airport; Iran; airport services; passenger satisfaction; customer satisfaction.

DOI: 10.1504/IJPQM.2012.046369

International Journal of Productivity and Quality Management, 2012 Vol.9 No.3, pp.404 - 421

Published online: 31 Oct 2014 *

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