Airport Operation
1. INTRODUCTION
Efficiency normally link with the quality. The simple meaning for the quality is the satisfaction of the customer whether delivering the services or product . What we are given to our customer, what they feel, what they are experience and what they are expected to get from us will affect overall satisfaction that can lead to successful of whatever organisation that we are running.
Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' . If the experience does not match the expectation , there arises a gap. Ten determinants that may influence the appearance of a gap were described by Parasuraman, Zeithaml and Berry in the SERVQUAL model: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles.
As Director Operation for Airport, the above SERVQUAL is very important to ensure our service quality for Airport is at higher position . Consistently make comparison with previous achievement will help to achieve more and more better marks for survey
2. SERVQUAL MODEL FOR AIRPORT OPERATION 2.1. Reliability
How to show that we are reliable to our customer? We have our vision and mission to lead for this question but how our vision and mission can make us reliable. This is the big thing for the company or the department to do and to ensure our customer really satisfy our service that been given to them.
If Operation Department is reliable to handle the customer very well, of course they will follow all the instruction and SOP’s sets by the management. This is can ensure that the company will achieve the target and will satisfy the customer. The important part of this thing is consistently of delivering the service performance and dependability 2.2. Responsiveness
Why we need to responsiveness to achieve high level of satisfaction from our customers ? We always put in mind that nobody in this world can wait to
Efficiency normally link with the quality. The simple meaning for the quality is the satisfaction of the customer whether delivering the services or product . What we are given to our customer, what they feel, what they are experience and what they are expected to get from us will affect overall satisfaction that can lead to successful of whatever organisation that we are running.
Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' . If the experience does not match the expectation , there arises a gap. Ten determinants that may influence the appearance of a gap were described by Parasuraman, Zeithaml and Berry in the SERVQUAL model: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles.
As Director Operation for Airport, the above SERVQUAL is very important to ensure our service quality for Airport is at higher position . Consistently make comparison with previous achievement will help to achieve more and more better marks for survey
2. SERVQUAL MODEL FOR AIRPORT OPERATION 2.1. Reliability
How to show that we are reliable to our customer? We have our vision and mission to lead for this question but how our vision and mission can make us reliable. This is the big thing for the company or the department to do and to ensure our customer really satisfy our service that been given to them.
If Operation Department is reliable to handle the customer very well, of course they will follow all the instruction and SOP’s sets by the management. This is can ensure that the company will achieve the target and will satisfy the customer. The important part of this thing is consistently of delivering the service performance and dependability 2.2. Responsiveness
Why we need to responsiveness to achieve high level of satisfaction from our customers ? We always put in mind that nobody in this world can wait to