Impact Of Passenger Services In Ethiopian Airlines Market
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TABLE OF CONTENTS
Contents
Page No.
1. Introduction
1.1 The need for the study
1.2 Significance of the study
1.3 Statement of the problem
1.4 Hypothesis
1.5 Objectives of the study
1.6 Scope of the study
1.7 Methodology
1.8 Tools of analysis
1.9 Organization of the study
2. Review of related literature
2.1 Customers
2.1.1 Types of customers
2.1.2 Types of offers made to customers
2.2 Service Marketing
2.2.1 Service standards
2.2.2 Service objectives & standards
2.2.3 Setting the strategy
2.2.4 Consistency of service
2.2.5 Principle of superior service
2.3 Customer service
2.3.1 Implementation of customer service
2.3.2 The objectives of customer service in an airlines
2.3.3 Purpose of customer service activities in an airlines
2.3.4 The need for change in service business
2.3.5 Establishing a customer service strategy
2.3.6 Hiring, Training & keeping the right people
2.3.7 Managing the material service delivery processes
2.3.8 Instituting continuous improvement processes
2.3.9 Managers role
2.4.1 Satisfaction and delight
2.4.2 Delighting the customer
2.4.3 Factors that make customers satisfied or dissatisfied
2.4.4 Measurement of satisfaction
2.4.5 Tools for tracking & measuring customer satisfaction
2.4.5.1 Compliant and suggestion systems
2.4.5.2 Customer satisfaction surveys
2.4.5.3 Ghost shopping
2.5 Complaints
3. Background of Ethiopian Airlines
3.1 Ethiopian Airlines International passenger service cycle ………. 24
3.1.1 Reservation office
3.1.2 Ticket office
3.1.3 Cheek in counter
3.1.4 Boarding Gate
3.1.5 In-flight services
3.1.6 Arrival & Transit Office
3.1.7 Baggage Handling area
4.1 Questionnaire analysis & interpretation
4.2 Analysis of interview questions
5.1 Findings
5.2 Conclusion
5.3 Recommendations
CHAPTER I
INTRODUCTION
The airline industry is operating in a highly competitive business environment. The airlines are now a days facing huge challenges in terms of increasing operational costs, high fuel prices and stiff competition.
In connection with this, satisfied customers, partners, suppliers and employees make a marked difference between an airline business success and failure. Armed with the customer survey feed back an airline business organization will be able to develop routes, programs and services that can turn satisfied customers in to loyal customers.
Not only are customer surveys essential for assessing and Improving customer loyalty, it is a well documented marketing fact that the very act of surveying customers can increase the likelihood of the demand for a given service to significant extent, [
As Ethiopian airline is one of the international airlines, in order to operate better than its competitors, it should market its services effectively and efficiently in such a manner that can keep existing customers, attract potential customers and finally attain its business objectives.
While Ethiopian airlines faces very little or no competition in the domestic market, concerning its international operations in Africa, Middle East, and Europe the airline is facing fierce