Wyeliminowanie obszarów niezadowolenia klienta za pomocą metod i narzędzi zarządzania jakością oraz wprowadzenie udoskonaleń w międzynarodowym porcie lotniczym

In this publication we used methods and tools of quality management. Ishikawa Diagram allowed to extract the most important causes of the problems, and to determine the effects of the FMEA analysis and find solutions for those areas that are most important and contribute to the reduction of customer satisfaction, as well as make improvements. After the analysis, were selected the four most important issues that affect customer dissatisfaction. The introduction of improvements including introduction of additional severance machines, increasing the number of calls and discounts, and improved communication will improve the current assessment of the airport. Strengthening the position of Katowice International Airport in Pyrzowice by introducing improvements will positively affect his image and evaluation, and increase the number of passengers. Customer satisfaction is very important because it must be measured and monitored so that the company achieves success.