Gaps Model of Service Quality Table of Contents Executive Summary 3 Customer Gap 4 Example of Customer Gap 4 Listening Gap 5 Example of Listening Gap 6 Standard Design And Standard Gap 7 Example of Design and Standard Gap 8 Service Performance Gap 9 Example of Service Performance Gap 10 Communication Gap 11 Example of Communication Gap 12 Closing Gap 12 Diagram of Gap Model of Service Quality 13 Bibliography 14 Customers realize that the current system is not
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AIR ASIA Company profile: Air Asia needs no introduction in ASEAN‚ where it is the leading low-cost carrier‚ connecting people and places across 132 routes‚ 40 of which are offered by no other airline. In 2010‚ the Group‚ which includes affiliates Air Asia Thailand and Air Asia Indonesia‚ reinforced its leadership position with two remarkable milestones: flying its 100 millionth guest and breaking the RM1 billion(ringgit) profit barrier. From an airline with two aircraft plying six routes in Malaysia
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Information Service‚ being able toreserve tickets through its short-messaging service (SMS). AirAsia with its politically powerful backermay well grow up to bite. This helps it open the Thailand market he IPO strengthens AirAsia balance sheet‚ further cuts its existing lowcosts at 2.5 US cents per ASK and accelerates our growth plans throughout Asia. The IPO also allowsAirAsia to expand its fleet of 18 Boeing 737-300s. Low cost airlines are anticipated to have greater potential in Asia as there
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Air Asia A. Introduction 1. Objective and scope This paper will analyze the internal and external environment of Air Asia and will look into how it uses Management Information System ( MIS )‚ specifically its online reservation system to gain competitive advantage. And also discuss why and how important is MIS to Air Asia in running its business. 2. The Important of MIS Low Cost Carriers (LCC) business model is based on no frills service. This means that cost savings is a critical success factor
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OUMM2103 1.0 INTRODUCTION TO AIR ASIA AirAsia 1 : The AirAsia Logo AirAsia was established in 1993 by DRB-Hicom‚ a Government-owned conglomerate. It started operations in 1996. Tune Air Sdn Bhd‚ Tony Fernandes’s company purchased this heavily indebted airline business from DRB-Hicom in 2001. AirAsia managed to become profitable and world renowned low-cost airline through visionary leadership and innovative business approach. Low Cost Carrier Terminal (LCCT) at Kuala Lumpur International is AirAsia’s
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President‚ ASEAN until 2001 at Warner Music South East Asia. When Time Warner Inc. merged with America Online Inc.‚ he quitted his job and starts his journey to fulfill his childhood dream. This idea is generated when he was studying in England and wanted to go home during term break but was rejected by his father because the flights tickets that time are expensive. Later‚ he started a company under the name of Tune Air Sdn Bhd to take over Air Asia‚ Malaysia’s second national carrier with the tagline
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INTRODUCTION Air Asia is a Malaysia Low Cost Carrier Airline Company which was founded in 2001 by Tony Fernandes. The company provides a totally different type of service in line with the nation’s goal which is to benefit all people and worldwide travellers. The main service takes the form of no frills. Before 2011‚ it is a money losing airlines operated by the government which after that became a successful airline company after being taken over by Tony Fernandes. It can be said it is a remarkable
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01 PRESENTATION OF THE FIRM 02 NAME AND LEGAL STATUS 02 HISTORY AND GROWTH OF THE COMPANY 02 FIGURES 03 Financial High lights 03 Significant Figures 04 Aircraft Count 04 ACTIVITIES AND SERVICES 04 COMPANY STRUCTURE 05 Organizational Structure 05 Corporate Culture 06 BUSINESS STRATEGY ANALYSIS 07 MISSION STATEMENT AND VALUE 07 COMPANY BACKGROUND 07 BUSINESS STRATEGY 07 ENVIRONMENTAL
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SWOT : AIR ASIA Strengths 1. low cost operation 2. target mass customers 3. efficiency workforce 4. Staffs have multi skill to do their job. 5. single type fleet to service the customer‚ it easies to maintenance. 6. lowest fare more than others. 7. Sell the ticket direct to the customer. Weakness 1. Limited service to the customer. 2. charge every things except the ticket 3. A lot of competitor. 4. Brand positioning lower than other brand. 5
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full-service regional airline under DRB-Hicom. They started their operations on 1996. After starting their operations for several years‚ AirAsia failed to attract enough passengers to establish its own niche market due to the demise of Tan Sri Yahaya Ahmad and financial crisis. Hence‚ AirAsia was heavily indebted. In 2001‚ Tony Fernandes’s company‚Tune Air Sdn Bhd bought this airline from DRB-Hicom with estimation of RM 40 million debts. There are many continuous transformations that Air Asia makes
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