Lean service and its implications in the quality of the service of the aircraft industry companies: A systematic review of the literature

Providing a high-quality service has become an important factor for the survival of companies and generating customer satisfaction, therefore airlines must improve the quality they offer in order to improve their image. There are various methods used to evaluate and optimize the quality of airline service, including lean tools. The purpose of this research is to determine what research has been carried out on the quality of service and lean service in the commercial aviation sector based on a systematic review of the literature, in order that airlines can evaluate future improvement proposals to avoid dissatisfaction generated and improve your profitability. The findings show the various dimensions that are related to lean service, giving rise to new studies, its link with the commercial aviation sector and other service areas. Likewise, lean service in this sector could be applied and focus on reducing check-in times at airports or reducing boarding times.

Name thesis:degree_name

Ingeniero Industrial

Level thesis:degree_level

Título Profesional

Discipline thesis:degree_discipline

Ingeniería Industrial

Grantor dc:publisher

Universidad de Lima

Year dc:date.issued

2023

Authors dc:creator

• Cabrera Bonilla, Jesus Orlando
• Gallardo Mondragon, Andres Abelardo

Advisor dc:contributor.advisor

• Collao Díaz, Martín Fidel

• Aeronautics, Commercial
• Customer services
• Lean manufacturing
• Aeronaútica comercial
• Servicio al cliente
• Producción eficiente

Statement dc:rights

• info:eu-repo/semantics/openAccess

Licence dc:rights.uri

• https://creativecommons.org/licenses/by-nc-sa/4.0/

Language dc:language.iso

eng

Handle dc:identifier.uri

https://hdl.handle.net/20.500.12724/19014

OAI identifier oai:identifier

oai:repositorio.ulima.edu.pe:20.500.12724/19014