The role of six sigma implementation in the Egyptian travel and tourism industry. case study: Borg El Arab Airport in Alexandria, Egypt

Abstract

The implementation of the six sigma(6σ) methodology has been used to solve problems in many service organizations. It focuses on the quality of the products and services to fulfill the client's needs and expectations with affordable costs and defect rates. Despite its high ability to improve the organizations' performance, the literature about its role in tourism studies is still suffering from a lack of research, airports sector is not an exception. The implementation of 6σ in airports might be very effective in realizing high-quality levels and creating competitive advantages because it helps airports' management to identify their quality level and to improve their performance by reducing process defects. Further, it helps in achieving long-term financial benefits. The study suggests 6σ implementation(DMAIC) realizes a high level of quality of provided services at Borg El Arab Airport in Alexandria, Egypt (HBE). The study helps the travel and tourism organizations in determining the steps that maximize customer satisfaction and their performance level.