IJIMT 2014 Vol.5(3): 189-192 ISSN: 2010-0248
DOI: 10.7763/IJIMT.2014.V5.511

Improvement of Service Quality Related to Decent Appearance and Service Attitude through SSQM Program

Ji-Young Lee and Seong-Woo Choi
Abstract— In this research, we suggested a SSQM (Standard Service Quality Management) program, and by using the SSQM program, we conducted service training for all the staffs. And then, we evaluated the decent appearance and positive service attitude of employees as part of service quality management based on a suggested assessment checklist format. It was the first time that the assessment was introduced to staffs of either overseas airport service department of Asiana Airlines or its outsourcing companies. This study revealed significant results that the staffs of Manila station displayed obvious improvements in both appearance and attitude. In this paper, we aim to show the practical SSQM Program for service quality improvement executed in real airlines and its effectiveness assessed by their employees.

Index Terms— Airport ground service performance, SSQM, appearance, attitude.

Ji-Young Lee and Seong-Woo Choi are with the Service Management Special Graduate School and the Dept. of Business Administration respectively, Kyonggi University, Seoul, South Korea (e-mail: Leasy113@ gmail.com, swchoi@kyonggi.ac.kr; corresponding author: S-W. Choi ).

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Cite: Ji-Young Lee and Seong-Woo Choi, " Improvement of Service Quality Related to Decent Appearance and Service Attitude through SSQM Program," International Journal of Innovation, Management and Technology vol. 5, no. 3, pp. 189-192, 2014.

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