sample thesis on customer relationship management

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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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