The Organizational-Economic Provision of Quality Management of Services of Air Transport Enterprises

Abstract

The article is aimed at: studying the components of organizational-economic provision of airport services quality management; defining the qualitative component of services through allocation of external and internal factors of influence on the performance of airports; determining the methods of adaptation at airports. The evolution of quality management is considered, the views of researchers on definition and interpretation of concepts of «quality» and «quality of service» are systematized. Defined are: concepts of quality of both airport services and quality management system of airport services; organizational-economic factors that ensure the proper quality of airport services. The results of performance of Ukrainian airports in recent years are analyzed. The qualitative component of services is substantiated through allocation of external and internal factors of influence on performance of airports; methods of adaptation (improvement) in airports are defined in order of their complication: reorganization, reengineering, reforming, and restructuring. Prospect for further research in this direction is studying the influence of organizational-economic factors and methods of improving the airport’s operations on the competitive advantages of airport service, which will lead to a general improvement of the airport performance and airport service quality management in particular.

Keywords

• airports
• airport services
• quality
• service quality management
• factors
• methods
• incomes
• competitive advantages