دور تطبيق ستة سيجما في صناعة السفر والسياحة المصرية. دراسة حالة: مطار برج العرب في الإسكندرية ، مصر

نوع المستند : المقالة الأصلية

المؤلفون

1 قسم الدراسات السياحية،کلية السياحة و الفنادق ،جامعة الاسکندرية

2 قسم الدراسات السياحية ،کلية السياحة و الفنادق، جامعة الاسکندرية

3 قسم الدراسات السياحية،کلية السياحة و الفنادق-جامعة الإسکندرية

المستخلص

The implementation of the six sigma(6σ) methodology has been used to solve problems in many service organizations. It focuses on the quality of the product or service to fulfill the client's needs and expectations with affordable costs and defect rates. Despite its high ability to improve the organizations' performance, the literature about its role in tourism studies is still suffering from a lack of research, airports sector is not an exception. The implementation of 6σ in airports might be very effective in realizing high-quality levels and creating competitive advantages because it helps airports' management to identify their quality level and to improve their performance by reducing process defects. Further, it helps in achieving long-term financial benefits. The study suggests 6σ implementation(DMAIC) realizes a high level of quality of provided service at Borg El Arab Airport in Alexandria, Egypt (HBE). The study result can be useful for the travel and tourism organizations to determine the steps that maximize customer satisfaction and their performance level.

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