Трансформація системи управління якістю аеропортових послуг в умовах цифровізації галузі

Abstract

This article explores the conceptual transformation of Quality Management Systems (QMS) in airports driven by global digitalization trends. The authors analyze the evolution from traditional reactive quality control to proactive service modeling through the harmonization of ISO 9001:2015 standards and ICAO industry requirements (Doc 9859). The study focuses on the strategic implementation of "Digital Twin" technology, which allows for real-time simulation of airport operations to predict and prevent service bottlenecks.Special emphasis is placed on the technological vectors of service digitalization, including biometric identification systems and the Internet of Things (IoT) for real-time baggage tracking via RFID tags. The research highlights the role of Artificial Intelligence (AI) in predictive analytics for passenger flow management and automated sentiment analysis to enhance customer satisfaction. The authors substantiate that the digital integration of QMS is a critical factor for increasing the competitiveness of aviation hubs and ensuring strict compliance with EASA standards. Furthermore, the paper discusses the necessity of these digital transformations for the post-conflict reconstruction of Ukraine's aviation infrastructure, aiming for the creation of smart, secure, and highly efficient international air transport hubs in Eastern Europe.