Determination of Key Factors for Total Quality Management Implementation for Airport using AHP

Abstract

The aim of this paper is to identify analyse the factor of TQM implementation for the aviation industry in the UAE.  Five factors of TQM implementation have been identified through existing literature. The Analytic Hierarchy Process (AHP) approach is applied for ranking these factors such as leadership, training and education, innovation customer focus, and continuous improvement. From the opinion of experts’ that participated, this study found that leadership obtained the highest priority score of 49.7% and the least priority score was innovation (0.034). The results showed that leadership factor of TQM implementation would drive the aviation industry to provide satisfied service and would eventually become more competitive