Customer Expectations Analysis on Aircraft Maintenance Outsourcing Companies

Abstract

The growing competitiveness and rapid technological innovation has placed tremendous pressure on companies to embrace outsourcing as a corporate strategy. One type of business that uses an outsourcing strategy is aircraft maintenance. The role of customers in the aviation industry is increasingly being highlighted because high quality services are vital to the viability of airlines and are critical to the competitiveness of the aviation industry itself. Application of service quality to identify and analyze the attribute of customer expectations in depth, and if applied optimally, can be used as basic reference for aircraft maintenance, repair and overhaul companies to develop company’s strategy.