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THESIS CUSTOMER RELATIONSHIP MANAGEMENT IN THE AIRLINE INDUSTRY Table of Contents
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BVIMR Management Egde, Vol. 4, No. 2 (2011) PP 115-118
ASHUTOSH MUDULI
In this cut throat competitive era service firms may survive with innovative strategies with reference to people, process and physical evidence that differentiate their services from their competitors. The key objective of this paper is to highlight the strategies of Southwest airlines that facilitated it to produce a successful model in airlines industry that was benchmark for the entire world. Paper enlightens that if a service firm gives priority to its employees than customers, it automatically serves customers in better way as services of a company are given through employees and employees’ delight is customers’ delight in service sector.
Ashutosh Muduli
Duhan Can CAKI
The importance of the airline transportation sector in service sector is developing rapidly with each passing day. The new entrants to the market are trying to take some market share and existing firms are trying to increase their market share. These airline companies operating in highly competitive environment are committed to providing quality service in order to meet customer expectations and preferred customer-centric work. The way to retain or gain customers depends on creating brand loyalty in low cost airline industry which is open to international competition. Therefore, the measurement of service quality, customer brand preference and assessing customer loyalty constitute the main objective of the study. In this study, a questionnaire was carried on in order to make clear the common preference of low-cost airline passengers in Ankara Esenboğa Airport. As a scope of this study, we will evaluate the questionnaire of the relationship between service quality of Turkish low cost airline businesses and brand preference. Keywords: SERVQUAL analysis, Low Cost Airline Business, Pegasus Airlines, Anadolujet Airlines
prof.p.malyadri pacha , Malyadri Pacha
Services are intangible by nature. Services are heterogeneous and airline services are no exception to this. Services provided inside aircraft are intangible and highly variable. Airline services are highly personalized. The airline product is a highly perishable one. The airliner companies Management’s believe that, they are providing committed quality of service to the customers, but in the point of view of the customer, airliners’ are lacking in quality service. Airliners’ lacks in awareness about service quality and are not aware that giving better service to the customers helps in better company performances In view of the above there is ample scope of research in the area of Service offerings with a view of Customer Service in domestic airlines arena which has potential research possibilities in Indian Airlines Industry. This paper showcases some of the findings in this direction with respect to Indian Domestic Airline Industry. It highlights to examine how the customers are feeling about the company’s services and its service quality. The two main constituents are the “quality expected or experienced” and “quality perceived” by the customer. As study on these variables, the Airlines best conforming to customers’ perceptions are Kingfisher Airlines and Indigo Airlines.
Ashley Mwewa
Kasım Kiracı , Temel Ustaömer
Air transportation market is one of the fastest growing industries thanks to economic deregulation. This situation leads to intense competition among airlines. Airlines started to apply various competitive strategies to succeed in competitive environment and to increase their market shares. This study focuses on Islamic airline business model practice, which is not mentioned in the literature before. In this context, Rayani Air " s competitive strategy and business model practice were analyzed and according to Porter " s competitive strategies and airline business models, its position was determined. In addition to that, it is anticipated that " " Islamic airline " " practices in aviation industry will become widespread and more airlines will apply focus strategies. At the same time, airlines with Islamic business model practices will focus on a new passenger mass which is in increase trend in terms of population and income. Özet Havayolu taşımacılığı, piyasanın deregule edilmesi ve daha liberal bir hal alması sonucu en hızlı büyüyen sektörlerden biri konumuna gelmiştir. Bu durum havayolu şirketleri arasında yoğun bir rekabet ortamının meydana gelmesine zemin hazırlamıştır. Havayolu şirketleri artan rekabet ortamından başarılı çıkmak ve pazar paylarını arttırmak amacıyla çeşitli rekabet stratejileri uygulamaya başlamışlardır. Bu çalışmada literatürde daha önce değinilmemiş bir iş modeli uygulaması olan İslami havayolu üzerine odaklanılmıştır. Bu kapsamda İslami havayolu uygulamasının ilk örneği konumundaki Rayani Air " in rekabet stratejisi ve iş modeli uygulaması incelenmiş, Porter " in rekabet stratejileri ve havayolu iş modelleri açısından konumu belirlenmiştir. Buna ek olarak diğer hizmet sektörlerinde görülen İslami uygulamalardan hareketle, havacılık sektöründe de " İslami havayolu " uygulamalarının yaygınlık kazanacağı ve bu sayede havayolu şirketlerinin piyasaya daha yoğun bir şekilde odaklanacağı düşünülmektedir. Aynı zamanda havayolu şirketlerinin İslami iş modeli uygulamalarıyla nüfus ve gelir bakımından yükseliş trendinde olan yeni yolcu kitlesi üzerine odaklanacakları beklenmektedir. Anahtar Kelimeler: İslam Havayolları, iş modeli, rekabet stratejiler JEL sınıflandırması: L2, L5, L9
Benas Adomavicius , Maik Huettinger
Chao-Che Hsu
This paper presents how airline passenger service requirements can be analyzed by using Kano's model of quality element classification as well as discusses the potential benefits that can be achieved by applying this approach to make marketing strategy planning. According to Kano's model, quality elements can be classified into three categories, namely Must-be, One-dimensional and Attractive needs, depending on their
The quality of service plays a major role in service industry especially when it comes to customer satisfaction level. This paper focuses on investigating the customer's satisfaction levels towards services provided by Saudi Airlines. For this purpose, a questionnaire was developed and distributed among 165 domestic as well as international passengers at the airport. After scrutiny, it was found that only 159 questionnaires were completed in all respects and were included in the study. The data collected afterwards were analysed in order to measure the actual satisfaction level of customers. It was found that the domestic as well as the international passengers of Saudi Arabia airlines were not happy and satisfied with the services provided by the airlines. Thus, the major problem area includes baggage handling, treatment of passengers at airport in case of any grievances, food quality, and entertainment on board. Based on the outcome of the research, certain strategies to overcome such issues were recommended by the authors.
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this thesis, relationship or business relationship can be viewed or described as a distinct form, but related to, concepts such as Enterprise relationship management, consumer behavior, and of course CRM. Customer relationship management seeks to provide a comprehensive and holistic picture of business relationships and their worth through time ...
BACHELOR THESIS Customer Relationship Management From a Buyer's Perspective in a B2B Relationship Thomas Axelsson Jonathan Olausson Luleå University of Technology Bachelor thesis Marketing Department of Business Administration and Social Sciences Division of Business Administration and Management 2007:208 - ISSN: 1402-1773 - ISRN: LTU-CUPP--07 ...
"Effective customer relationship is a base for customer value. In order to support relationship marketing, it is obvious that customer relationship management plays a crucial role". Payne and Frow (2005) gave a definition as CRM is a strategic approach that is concerned with creating
management practice and banking customer relationship management performance situation. The researcher used primary and secondary data as data source whereas, mean, standard deviation and percentage to show the distribution and frequency of variables.
the effect of customer relationship management on customer satisfaction in the case of ethio telecom, addis ababa by meskerem eskinder sgs/0368/2012a advisor: mohammed mohammednur (asst. prof.) a thesis submitted to st. mary's university, school of graduates in partial fulfillment for the requirement
PDF | Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company's customers. ... Thesis PDF Available. CUSTOMER RELATIONSHIP ...
The dissertation tries to find and analyze the hotel corporations' needs and. expectations, the prerequisites of a successful CRM implementation and beneficial. appliance of the same. CRM ...
Here, the relationship between customer knowledge management and CRM should also be considered since it could determine the actual benefits of implementing CRM in companies. The second main variable involved in our review is innovation, analysed in combination with CRM as a skill with direct and valuable impact on the latter.
The objective of this thesis was to discover how customer relationship is managed on the internet focusing on the e-retailing companies based in the United Kingdom. The theoretical framework was conducted around the global e-commerce issues and concepts of customer relationship management and marketing to give an idea of issues
with Customer relationship management and deals with competing methods. The survey was carried out using a paper questionnaire as part of a quantitative study. The target group of the survey was Ventoniemi Oy's employees whose work is related with customer relationship management. The subject of the research is the employees'
This article aims to review the literature on customer relationship management (CRM) research. This review article analyses the trends in CRM research, popular research topics and tools used in ...
CUSTOMER RELATIONSHIP MANAGEMENT AND SATISFACTION OF COMMERCIAL BANKS' ACCOUNT HOLDERS IN NAIROBI CITY COUNTY, KENYA BY RAEL NKATHA MWIRIGI D86/CTY/21720/2010 A Thesis Submitted to the School of Business in Fulfillment of the Requirement for the Award of the Degree of Doctor of Philosophy in Business Administration
According to one industry view, CRM consists of: Helping an enterprise to enable its marketing departments to identify and target. their best customers, manage marketing campaigns and generate ...
department of management effects of customer relationship management on market performance: a comparative perispective (the case of selected banks in mekelle city) by: gebeyehu jalu a thesis submitted to mekelle university department of management in partial fulfillment of master of arts in business
Customer Relationship Management, Key Customer Focus, Knowledge Management, CRM Organization and Technology Based CRM, Service Quality: Issue Date: Aug-2020: Publisher: ST. MARY'S UNIVERSITY: Abstract: Customer Relationship Management (CRM) is a mix of people, processes, and technology that seeks to understand customers of a company.
List of dissertations / theses on the topic 'Customer relationship management'. Scholarly publications with full text pdf download. ... leaving a total sample size of 178. The results of a multiple linear regression analysis showed that ... and 黃嘉權. "Stochastic models for customer relationship management." Thesis, The University of Hong ...
Abstract. The purpose of this research is to study the relationship between customer satisfaction. and consumer loyalty and apply its relationship into all the market industries including. products and services, particularly in financial institutions. Preliminary sample data.
Review of Literature The literature for the thesis consists of four main pillars written by experts in the fields of Marketing, Customer Relationship Management, and Airline Marketing and Management. The additional information were extracted from Web sites of many airline companies, articles from economy magazines, periodical published on the ...
This is to certify that the thesis prepared by Jemil Musema entitled: Customer relationship ... Customer Relationship Management is at the center of logistics firms' strategy. Firms spend huge amounts of resources in Customer Relationship Management (CRM) ... 199 sample customer respondents that are selected by convenience sampling technique. The
Customer relationship management can be described as a business philosophy. It describes a strategy that makes the customer the prime focus of an organization's activities, processes as well as culture. Information Technology applications are the major tools which facilitate organizations in implementing this strategy (Jeffrey 2002).
"assessment of customer relationship management practice: a case study of awash international bank s.co" by: yenemengist belistie a thesis submitted to saint mary's university, school of graduate studies in partial fullfillment of the requirement for the degree of master of general bussiness adminstration (mba) june, 2017
This thesis has been submitted to St. Mary's University, School of Graduate Studies for examination with my approval as a university ... Customer relationship management (CRM) has been in use for only a few years. It is focused on the development of customer centric business culture in other words to win and keep