STUDY OF SERVICE QUALITY CONTROL FOR TIME DELAY IN AN AIRLINE INDUSTRY

Abstract

We find service industries in all facets of our society. Functions performed by service industries include education, banking, healthcare, insurance, transportation (airlines, railroads, buses) and many others. The service industries provide a tangible product and an intangible component that affects customer satisfaction. The quality of a service can be broken down into two categories:  effectiveness and efficiency. Effectiveness deals with meeting the desirable service attributes that are expected by the customer and efficiency concerns the time required for the services to be rendered. In this paper we considered the quality control problem in time delay of flights arriving and departure timings at DEVI AHILYA BAI AIRPORT at INDORE (M.P.) INDIA. By using the control charts for quality control we analyze the service problem in time delay at airport for different flights. After all the calculations we found the probability of a delay of 10 min or less is 0.5675 or about 56 %. Even though the average delay is less than the goal, so that from the calculation we can say that the company must still strive to reduce delay times because it will not meet the goal about 45% of the time.