Impact of Passenger Services in Ethiopian Airlines Market

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TABLE OF CONTENTS

Contents Page No.

Chapter I………………………………………………………………………………1 1. Introduction 1
1.1 The need for the study 3
1.2 Significance of the study 4
1.3 Statement of the problem 4
1.4 Hypothesis 5
1.5 Objectives of the study 5
1.6 Scope of the study 6
1.7 Methodology 6
1.8 Tools of analysis 7
1.9 Organization of the study 7
Chapter II……………………………………………………………………………..8 2. Review of related literature 8
2.1 Customers 8
2.1.1 Types of customers 9
2.1.2 Types of offers made to customers 9
2.2 Service Marketing10
2.2.1 Service standards10
2.2.2 Service objectives & standards11
2.2.3 Setting the strategy11
2.2.4 Consistency of service11
2.2.5 Principle of superior service12
2.3 Customer service14
2.3.1 Implementation of customer service15
2.3.2 The objectives of customer service in an airlines15
2.3.3 Purpose of customer service activities in an airlines15
2.3.4 The need for change in service business16
2.3.5 Establishing a customer service strategy17
2.3.6 Hiring, Training & keeping the right people17
2.3.7 Managing the material service delivery processes17
2.3.8 Instituting continuous improvement processes18
2.3.9 Manager's role18
2.4 Satisfaction………………………………………………………………….18
2.4.1 Satisfaction and delight19
2.4.2 Delighting the customer19
2.4.3 Factors that make customers satisfied or dissatisfied19
2.4.4 Measurement of satisfaction20
2.4.5 Tools for tracking & measuring customer satisfaction20
2.4.5.1 Compliant and suggestion systems20
2.4.5.2 Customer satisfaction surveys20
2.4.5.3 Ghost shopping21
2.5 Complaints21
Chapter III…………………………………………………………………………..22 3. Background of Ethiopian Airlines22
3.1 Ethiopian Airlines International passenger service cycle ………. 24
3.1.1 Reservation office24
3.1.2 Ticket office25
3.1.3 Cheek in counter25
3.1.4 Boarding Gate25
3.1.5 In-flight services26
3.1.6 Arrival & Transit Office26
3.1.7 Baggage Handling area26
Chapter IV……………………………………………………………………………27 4. Data presentation & analysis…………………………………………………27
4.1 Questionnaire analysis & interpretation27
4.2 Analysis of interview questions40
Chapter V…………………………………………………………………………….46 5. Finding, conclusion & recommendation……………………………………46
5.1 Findings46
5.2 Conclusion48
5.3 Recommendations49
Bibliography………………………………………………………………………….52

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, [http://www.techlistings.net].

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...
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