Modeling enablers of TQM to improve airline performance

Purpose – The purpose of this paper is to identify and analyze the interactions among different enablers of total quality management (TQM) and its outcome variables in service sector specific to Indian domestic airline industry. No study has been done regarding the implementation of TQM in Indian domestic aviation sector. To fill this gap interpretive structural modeling (ISM) and total interpretive structural modeling (TISM) based quality framework model has been developed to understand the mutual interactions among the variables and to identify the driving and dependence power of these variables.Design/methodology/approach – An ISM and TISM based approach have been used to study and analyze the interactions between identified variables.Findings – In this research work, a total of 14 variables have been identified based on extensive literature review, brainstorming and experts opining from the Indian airline industry and academia. The result showed that top management commitment, training, continuous imp...

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