ASU Electronic Theses and Dissertations
- 2 English
- 2 Public
The focus of this study is on evaluating the perceived service quality of a passenger using Self Service Technologies (SST) based service delivery systems at airports. Previously, studies have been conducted to evaluate the benefits of these service delivery systems for the service providers and in theory, the benefits the passengers or customers may receive from using these SSTs. However, not much research has been done comparing the benefits passengers perceive from the SSTs and how the same compares with the benefits perceived by passengers while using a conventional service-employee based service delivery system, for example, manned check-in desks at …
- Singh, Aditya, Niemczyk, Mary C, Gray, Robert, et al.
- Created Date
Over the years, aviation safety has been influenced by continuous implementations of both proactive and reactive policies by both regulatory boards and also, aviation service providers. This achievement has been possible mainly because of the safety management tools like the Aviation Safety Action Program (ASAP) which derives its roots from the much earlier Aviation Safety Reporting System (ASRS). Federal Aviation Administration (FAA) provides guidelines and procedures for installation and development of an ASAP, for every airline in the United States. In this study, how different United States air carriers apply ASAP in their organizations is investigated. Dissertation/Thesis
- Chilakalapudi, Naga Swathi Kiran, Waissi, Gary, Nullmeyer, Robert, et al.
- Created Date