Title :
Malaysia commercial flight passengers´ safety (NEWS)
Author :
Asrah, Norhaidah Mohd ; Djauhari, Maman Abdurachman
Author_Institution :
Fac. of Sci., Univ. Teknol. Malaysia, Skudai, Malaysia
Abstract :
This paper deals with the application of a new method of survey on public opinion, developed by the second author and called People NEWS (Needs, Expectations, Wants and Satisfaction), to have a better understanding about the customers´ NEWS on air travel safety and process in Malaysia. This paper will concentrate on the important aspect of safety for check-in and check-out procedure in the air travel process in Malaysia. The analysis of quality function deployment (QFD) will apply to understand the customers´ safety requirements and failure mode and effect analysis (FMEA) to identify potential failures.
Keywords :
air safety; consumer behaviour; customer satisfaction; failure analysis; quality function deployment; FMEA; Malaysia commercial flight passengers safety; QFD analysis; air travel process; air travel safety; check-in procedure; check-out procedure; customer safety requirements; customers NEWS; failure mode and effect analysis; people NEWS; people needs-expectations-wants-and-satisfaction; potential failure identification; public opinion; quality function deployment; Airports; Companies; Quality function deployment; Radiation detectors; Safety; Security; Six sigma; NEWS; customer satisfaction; failure mode effect analysis; quality function deployment;
Conference_Titel :
Statistics in Science, Business, and Engineering (ICSSBE), 2012 International Conference on
Conference_Location :
Langkawi
Print_ISBN :
978-1-4673-1581-4
DOI :
10.1109/ICSSBE.2012.6396611
