THE INTEGRATION OF SAFETY AND SERVICE QUALITY MANAGEMENT TO IMPROVE AIRLINE SERVICE

Abstract

The purpose of this paper is to discuss andpropose a conceptual framework of service quality management integrated with safety operations of airline businesstoachieve higher service quality while not compromising safety regulation. We expect the improvement of service quality in airline businessthat the management can monitored and managed the safety operation simultaneously.Safety Management System (SMS) in aviation industry and IATA Operational Safety Audit (IOSA) criterion, data concerned the relationships between service quality measurement (SQM) and safety operation procedure have been studied in order to purpose the integration of a new conceptual framework to reach a high service quality of airline business.Both service quality and safety operations are the goal of airline business to improve the top service quality and high rank in the aviation industry. TRIZ (Theory of Inventive Problem Solving) research is a problem solving to integrate service quality and safety operation.This research would be enhanced the service quality of airline business in Asia while remain safety policies as standardization.Extend Safety Management System (SMS) and integrated service quality. In addition, airline industriesare evaluated and provide service quality improvement plan by using TRIZ.