Research Report on Safety Management System

Running head: DISSERTATION
Dissertation
Name of the Student
Name of the University
Author Note

1DISSERTATION
Abstract
The research study highlights the impact of the safety management system on the service quality.
There are three hypothesis selected for the research study that are safety management system has
impact on service quality of Etihad Airways, safety management system has impact on cost
structure of Etihad Airways and safety management system has impact on financial performance
of Etihad Airways. There are three research objectives like to evaluate the impact of safety
management system on service quality in Etihad Airways, to critically analyze the impact of
safety management system on the cost structure of Etihad Airways and to evaluate the impact of
safety management system on financial performance of Etihad Airways. The result shows that
there are positive impacts on the independent and dependent research variable. The sample size
considers here are 50 organization’s employee and 3 managers through probability and non-
probability sampling technique.

2DISSERTATION
Acknowledgement
By this research, I have experienced best possible learning of my life. By conducting this
research, I have learnt various concepts, models and theories. I first thank to the almighty God.
After that, I want to thank to my supervisor ______________ who is my friend, philosopher and
guide. I also thank my parents for being supportive and accommodative for completing this
research. I want to thank my friends for giving me the moral support while conducting this
research.

3DISSERTATION
Table of Content
Table of Contents
CHAPTER 1 - INTRODUCTION.................................................................................................10
1.0 Introduction..........................................................................................................................10
1.1 Background of the research.................................................................................................10
1.2 Aim of the Research............................................................................................................14
1.3 Research Hypothesis............................................................................................................14
1.4 Research Objectives.............................................................................................................15
1.5 Research Question...............................................................................................................15
CHAPTER 2- LITERATURE REVIEW.......................................................................................16
2.0 Literature review......................................................................................................................16
2.1 Importance of the safety management.....................................................................................16
2.2 Importance of safety training...................................................................................................18
2.3 Involvement of cost in safety management.............................................................................19
2.5 Technology in safety management in aviation industry..........................................................21
2.6 Safety management kit in aviation industry............................................................................23
2.7 Involvement of the passengers in safety management............................................................24
2.8 Service personnel in service quality........................................................................................24
2.9 Conceptual Framework............................................................................................................26
CHAPTER 3- RESEARCH METHODOLOGY...........................................................................27

4DISSERTATION
3.0 Research Methodology........................................................................................................27
3.1 Research Philosophy........................................................................................................28
3.2 Research Approach..........................................................................................................31
3.3 Data collection.................................................................................................................32
3.4 Data Analysis...................................................................................................................33
3.5 Sampling..........................................................................................................................34
3.6 Reliability and Validity....................................................................................................35
3.7 Ethical consideration.......................................................................................................35
CHAPTER 4- FINDINGS AND ANALYSIS...............................................................................37
4.0 Findings and analysis...........................................................................................................37
4.1 Quantitative Question......................................................................................................37
4.1.1 Demographics questions...............................................................................................37
4.1.2 Quantitative Question on safety management system......................................................38
4.1.3 Quantitative Question on service quality..........................................................................43
4.1.4 Quantitative Question on cost structure............................................................................46
4.1.5 Quantitative Question on financial performance..............................................................48
4.2 Qualitative Questions.......................................................................................................56
4.3 Airplane crash reports......................................................................................................59
CHAPTER 5 - CONCLUSION AND RECOMMENDATION....................................................61
5.0 Conclusion...........................................................................................................................61

5DISSERTATION
5.1 Recommendation.................................................................................................................62
Reflection.......................................................................................................................................65
References......................................................................................................................................67

6DISSERTATION
List of Figures
Figure 1: Research onion Model....................................................................................................24
Figure 2: Research philosophy......................................................................................................26
Figure 3: Research Approach........................................................................................................27

7DISSERTATION
Table of Tables
Table 1: Response on the age of the respondents..........................................................................37
Table 2: response on the year of association with the organization..............................................38
Table 3: Response on safety training and promotion being a measure of safety management
system............................................................................................................................................38
Table 4: Response on safety policies being a measure of safety management system.................40
Table 5: Response on safety management system kit being a measure of safety management
system............................................................................................................................................41
Table 6: Response on safety performance monitoring and measurement being a measure of
safety management system............................................................................................................42
Table 7: Response on updating the passengers with their flight details being a measure of service
quality............................................................................................................................................43
Table 8: Response on maintaining the operational dimensions and service personnel being a
measure of service quality.............................................................................................................45
Table 9: Response on incorporating high quality safety technology being a measure of cost
structure.........................................................................................................................................46
Table 10: Response on using eco-friendly fuel for the safety of environment being a measure of
cost structure..................................................................................................................................47
Table 11: Response on customer desire to travel more being a measure of effective financial
performance...................................................................................................................................49
Table 12: Response on installation of effective safety technology and training system being a
measure of effective financial performance..................................................................................50
Table 13: Regression analysis table for finding the relationship between safety management
system and service quality.............................................................................................................52