Quality Control
Nazila Adabavzeh; Mehrdad Nikbakht
Abstract
The airline industry plays a fundamental role in the economic and social development of societies and it also has an important impact on improving foreign trade. The airline industry is one of the main infrastructures for sustainable development of the country. The quality of the reverse engineering ...
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The airline industry plays a fundamental role in the economic and social development of societies and it also has an important impact on improving foreign trade. The airline industry is one of the main infrastructures for sustainable development of the country. The quality of the reverse engineering service of the airline industry will be effective in increasing the safety and health of structures, reducing the impact of disasters and reducing costs. The airline industry needs its own defined models to measure the quality of service which has the ability to assess the quality of the services of this industry. Purpose of this research is to present a developed SERVQUAL model to assess the quality of services in the air industry. The Developed Reverse Logistic Airline Service Quality (RL AIRQUAL) model was a descriptive and cross-sectional analysis of reverse-customer support services of six organizational units of the air industry company using a 35-item questionnaire with standard 5-point Likert scale and adjusted SERVQUAL in eight dimensions of tangibility, reliability, assurance, empathy, responsiveness, safety and security, customer satisfaction and customer loyalty dimensions. Data were analyzed by paired t-test using SPSS software. Based on the determination of reverse service support quality, the responsiveness had the highest gap and safety and security had the lowest gap. The results can be used to assess the competitive position of the organization and identifying opportunities for improving the airline industry. With the help of the results of the modified model evaluation, applicable and suitable solutions can be developed to improve customer satisfaction.
Alireza Niazi; Mehrdad Nikbakht
Volume 2, Issue 1 , March 2015, , Pages 34-51
Abstract
In recent years, Green Supply Chain Management (GSCM) has implemented by the most of industries. With various barriers to implement GSCM, they couldn’t improve performance of the process and products according to the requirements of the environmental regulations. The paper aims to identify and ...
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In recent years, Green Supply Chain Management (GSCM) has implemented by the most of industries. With various barriers to implement GSCM, they couldn’t improve performance of the process and products according to the requirements of the environmental regulations. The paper aims to identify and prioritize of barriers GSCM implementation in petrochemical industry. The GSCM barriers are identified by extraction from the literature and interviews with experts. The statistical population includes the personnel in a petrochemical company of South Pars in Persian Gulf. The paper uses Shapiro-Wilk test for the research variables normality check, and structural equations modeling technique for investigation of the relationships between the variables. Analytical Hierarchy Process (AHP) is used to give priorities for the barriers of the GSCM implementation. The identified barriers have significant impact on GSCM implementation. The regulations and laws, competitive market, technological infrastructure, and lack of top management commitment are finally identified the most important barriers on supply chain management implementation.
