emeraldinsight.com/1754-2731.htm TQM 25‚5 The influence of airline service quality on passenger satisfaction and loyalty 520 The case of Uganda airline industry Juliet Namukasa Makerere University Business School‚ Kampala‚ Uganda Abstract Purpose – The general objective of this study was to examine the influence of airline service quality on passenger satisfaction and loyalty. To achieve this‚ the research was guided by four specific objectives to which data collection was effected mainly
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and Customer Loyalty Loyalty is the direct result of customer satisfaction which is greatly influenced by value of services provided to the Customer. It is believed that with the Customer Loyalty‚ the company can achieve profitability and continuous growth. According to an article “Zero Defections: Quality Comes to Services”‚ it indicated that a 5% increase in customer loyalty can produce profit increase from 25% to 85%. In this part‚ we will discuss how MTR gain customer loyalty as ultimate
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a voice and that someone cared about the things he had to say‚ but his parents never thought it was his place to know things they would talk about. In the story‚ he also mentions many different themes like‚ loyalty vs. justice‚ prejudice‚ and others but what stood out the most to me was loyalty vs. justice.
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Loyalty between Father and Son Relationships “O cursed spite‚/ That ever I was born to set it right!” (Hamlet 1.5.197-198). These words of Hamlet set the tone for the theme of revenge in the play Hamlet. This reoccurring theme arises through the father and son relationships in the course of the play. The characters Hamlet‚ Laertes and Fortinbras all experience the loss of their fathers‚ and all‚ as loyal sons‚ must avenge them. In each case‚ the execution of their plans is different‚ and
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Vengeance‚ truth‚ and loyalty are the base of the novel The Scarlet Letter by Nathaniel Hawthorne. There are several scenes that are essential in the novel because they develop the plot that leads up to the climax and resolution of the narration. Starting with The Interview in Chapter Four‚ where the sinner Hester Prynne confirms that the stranger‚ Roger Chillingworth that she had seen in the crowd before was actually her former husband and that he is in Boston for a macabre reason. The next significant
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Analysing the loyalty card as promotion tool; can it improve satisfaction and loyalty between the supermarkets and customers such as Tesco plc case study. Name Course Instructor Date Due * Dissertation main aim Analysing the loyalty card as promotion tool; can it improve satisfaction and loyalty between the supermarkets and customers such as Tesco plc case study. Chapter 2 Literature Review * Customer Loyalty It is more than 20 years since questions revolving
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Assisting the Customer (P1‚ P2‚ M1) Organisation | Size | Type | Main method of customer interface | Virgin Atlantic | Large | Private and integrated | Online and over the phone | Merlin Entertainments | Large | Private | Face to face | Thomas cook | Large | Private and integrated | Face to face and over the phone and online | Marwell Zoo | Medium | Independent | Over the phone | Aspersion Guest House Surrey | Small | Independent | Face to face | Anis Louise Guest
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they see each other as the best of friends. From the beginning to the end‚ Antony never betrays this trust and places value on the relationship between them. This includes the honorable duty of revenge against those who have slain his master and his loyalty to the Roman Empire and its authority. Even after the death of Caesar‚ Antony remains true to his relationship with Caesar‚ as he believes that Caesar should not have been murdered and plans to avenge his death or seek justice for a friend. He is
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can fight them. This story displays a rare example of how one person can make a difference in the world. As one once said‚ "The world cannot be changed by a single person‚" however through the challenging series of adventures encountered by Frodo Baggins‚ the main character in this story‚ Tolkien convincingly contrasts this myth. To explore the aspect of the power of a single individual‚ Tolkien displays the brave soul a single individual can posses. Frodo‚ a young hobbit of exceptional character
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