Customer satisfaction in service industry thesis

Customer satisfaction in service industry thesis

Customer satisfaction is when the consumer is delighted with the service delivered by the airline sector that meets the client desires, wants and expects. 18 f Related Study on Customer Satisfaction The nature of customer care is very much service oriented as most goods are consumed at the same time as services are blogger.comted Reading Time: 11 mins This additional service Customer Satisfaction In Service Industry Thesis allows tracking the writing process of big orders as the paper will be sent to you for approval in parts/drafts* before the final deadline. What is more, it guarantees: 30 days of free revision; A top writer and the best editor; A personal order manager. */10() Customer Satisfaction in Service Industry Case Study of Nokia River Golf Bachelor's thesis 63 pages, appendices 14 pages December The purpose of this thesis was to collect information about the current level of customer satisfaction among the members of Nokia River Golf. As

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Click here to sign up. Download Free PDF. Afi Taiko. afi abdullah. Download PDF Download Full PDF Package This paper. A short summary of this paper. It will focus on the customer satisfaction towards service quality and company image offered by Firefly. It is very important that service industry measure and monitor service quality and satisfaction with a view to influencing the behavioral intentions of their customers Saha and Theingi, Airlines services categorized as low cost carriers or LCCs emerged in the airline industry in the South-East Asia region following deregulation in the early s.

AirAsia pioneered low cost traveling in Malaysia as well as Asia in general. The airline was established in The second Malaysian low cost carrier is Firefly, a full subsidiary of Malaysian Airlines which is the full service national carrier.

Firefly was founded only in the year Operating out of the Penang and Subang hubs initially and now the Main Terminal Building of Kuala Lumpur International Airport, Firefly provides connections to various points within Malaysia, Southern Thailand, Singapore and Sumatera of Indonesia, aligning itself with the Indonesia-Malaysia-Thailand Growth Triangle IMT-GT agenda. Firefly would be able to capture the growing budget travelers market in the north and east coast customer satisfaction in service industry thesis of the Peninsula, and southern Thailand as the airline flies to 6 destinations that are currently not served by any other airline Leong, In addition, it is the only airline connecting 3 popular tourist destinations, Penang, Koh Samui and Phuket, enabling it to expand its reach to the foreign travelers market.

Firefly is a new venture by Malaysian Airline and wholly subsidiary presents the national carrier with the opportunity to grow from a new market segment. Since the name is unique and evocative, Firefly has the potential to grow and command a brand premium in the future. Firefly aim is to bring communities closer by overcoming geographical constraints through their network of point-to-point flights, link the world to the communities they serve and contribute to local economies by growing trade and tourism, customer satisfaction in service industry thesis.

As code-share arrangements with Malaysia Airlines, they are also able to introduce the wonders of Southeast Asia to travelers from beyond this region. As of Novemberthe Firefly fleet consists of the following aircraft with an average age of 5 years. Firefly fleet such as 12 flight ATR with seat 72 passenger, 2 Boeing with passengers, and 1 of Boeing with passengers. Firefly have 17 domestic routes consist of Alor Star, Ipoh, Johor BaharuKerteh, Kuantan, Langkawi, Malacca, Kuala Terengganu, Kota Bharu, Pulau Pinang, customer satisfaction in service industry thesis, Singapore, Batam, Customer satisfaction in service industry thesis, Medan, Pekan Baru, Bandar Aceh dan Koh Samui.

So the passenger from Kuala Lumpur, need to take a transit if they want to customer satisfaction in service industry thesis Sandakan, Sibu and others places to Sabah and Sarawak, because there is no direct flight.

AirAsia is a direct competition for two routes from Penang and six routes from Kuala Lumpur KL. Although Air Asia flies to the Low Cost Carrier Terminal in Kuala Lumpur International Airport KLIA whilst Firefly flies to Subang, the airports can be considered to be in proximity and a competition for point-to-point passengers.

For the remaining Firefly routes, no direct competition exists and Firefly stands to fully benefit. Firefly has introduced an innovative product with new routes tapping into new markets of domestics and short haul routes. Exclusive access to the Subang Airport enables it to fully capture travellers opting for this route. The Subang Airport is closer to main commercial and residential hotspots including KL and Petaling Jaya compared to KLIA.

Already inAir Asia was voted as the most popular website for online shopping in a survey conducted by AC Nielsen Consultancy AirAsia Subang Airport as a hub has its drawbacks though. Exclusive access to Subang eliminates possibilities of other airline passengers using Firefly in Subang for connectivity or during stopovers. The other limiting factor of the Subang Airport is the lack of a systematic public transport to and fro the airport, compared to the KLIA which boast the ERL Express Rail Linkshuttle buses to town and taxies.

Subang Airport relies solely on taxis. Penang itself has 13 private hospitals Customer satisfaction in service industry thesis which Firefly can work with on promoting medical tourism.

Firefly also has many spokes out of Penang to popular destinations Firefly With international airlines plying Penang Airport, Firefly can capture stopover passengers seeking to visit popular destinations. In addition Firefly will gain opportunities as it tap into a potential customer base of million in the Indonesia-Malaysia- Thailand Growth Triangle.

It is also can capture the growing leisure travellers market in the north and east customer satisfaction in service industry thesis of the Peninsula and South Thailand, flying from Penang to six destinations that are currently not served by any other airline. Specifically in Malaysia and South East Asian SEA countries, budget air travel continues to gain popularity.

With the current economic situation, more travelers will look for the best value for money in travel, customer satisfaction in service industry thesis, which translates to a boom for LCC Low cost carrier. Customer satisfaction in service industry thesis on-going price war between budget airlines is expected to continue cutting into profits. With the overall drop in Asia Pacific air-traffic expected to continue AAPA aFSCs will consider joining in the fight for the budget travellers segment directly or by launching a subsidiary LCC.

There also exists threats of substitute products namely the train services, bus services and car travel especially for routes on the Peninsular of Malaysia, for example the KL-Penang route. Aeroline, a Business Class like Bus Service charges RM55 for a KL-Penang trip, and takes approximately 5 hours AEROLINE compared to 1 hour by flying Firefly Due to the dynamic environment and increasing demand of better service from the customer, it is a must for airline industry to provide excellent service and focus on continuing improvement, so that they can remain the uniqueness of their services and create more competitive advantages than the competitors.

The speed and intensity of change in service offerings has accelerated in recent years within the airline industry Atilgan et al. In such an occasion, customer satisfaction in service industry thesis, customer satisfaction in service industry thesis companies need to be aware of the latest shift and trend to be able to react on time.

Thus, precise and timely information on a wide range of customer needs and expectations become critically important nowadays. The rivalry in the same industry forces LCC to get more customers by giving a low price to fly, package, do alliance active in social corporate responsibilities in order to create brand awareness to customers. Challenge in this industry is timeliness. Instead of that the result is un-satisfaction by customers become an issue in everywhere.

Furthermore, this issue will lead into bad perception of the company and the industry itself. Hence, it influences the revenue of the company. Customer satisfaction has also been defined in various ways. Satisfaction is an effective response following an expectancy-disconfirmation experience that involves a cognitive process Oliver, Firefly is likely mindful of the negative connotations typically associated with budget airlines, also known as discount or no-frills airlines. These stem customer satisfaction in service industry thesis numerous complaints about anything and everything: flight delays, an inability to reach the airline by phone, the length of time needed to obtain a refund and poor customer service in general.

The numbers of complaints against low-cost airlines have risen to just within the first six months ofcompared with for the whole of according to Mr. Eddy Leong, managing director of Firefly NST Blog, customer satisfaction in service industry thesis, July Based on Skytrax forummost Firefly passengers experience on flight delay and cancellation.

The quality service in Firefly is not up to the standard and they still left behind on brand awareness and customer experience. They need to improve the service quality in their flight to overcome negative perception. In order to do that, Firefly needs to review its service strategy to increase customer satisfaction and subsequently customer loyalty Murugaiah, Beginning mid-SeptemberFirefly has started discontinuing flights served by its Boeing fleet.

As a result, passengers were left in limbo on their flight status and they had complained Firefly lack of professionalism in handling of flight cancellation. As the notice was short or non-existent, passengers particularly on group bookings had suffered massive losses.

Firefly has also been under massive fire when their social media team started deleting passenger comments on flight problems. Tour operators were reported to be fuming as well customer satisfaction in service industry thesis their queries on flight cancellation was not answered by Firefly.

A good company image will help a company build close relationships with its clients while a bad one is likely to keep the clients away Kuzic, Giannatos and Vignjevic According to AzuanFirefly can improve their operations and marketing to capture a bigger piece of the market-share cake from the competitors by start consider having a frequent flyer programmed so that passengers satisfaction can be managed and retained, customer satisfaction in service industry thesis.

It can be observed from Firefly advertisements and promotional activities that they working to position itself low budget airlines by lowest price of tickets and enhance its marketing effort.

However, low priced alone will not keep customers coming back to Firefly. There are many other factors that affect customer satisfaction which are important to create customer loyalty. Therefore, we found the importance of a research required to provide a clear view into the factors that influence customer satisfaction among Firefly passengers. This research will focuses on customer satisfaction towards service quality and company image offered by Firefly.

The variables that will be measure are service quality and company image. These are independent variable to be found out their interrelationship with the dependent variable which is customer satisfaction.

The questionnaire will be distributed among all the customers and it is assumed that they will give all the required information regarding the topic will be study. The customers will be lead by our members during the answering the customer satisfaction in service industry thesis to more interactive between the respondents and researcher.

These research significances are as follows: 1. The finding of this study will assist the company management in developing their marketing strategy in a way that will increase their profitability and also satisfying their customer. Besides that this study will ensure everybody in the organization know about the importance of service quality for the company future growth. At the same time, by conducting this research, researcher can improve her skills, knowledge and experiences in the research area.

The relationship between the researcher and the organization is created during the completion of this research, as well as between the researcher and the staff of Firefly. One of them is producing a good reference for future researchers in the university and also to the faculty itself. It can also be a source of reference for other students who need to conduct research for their studies in the future.

Other than that, it can be a new body of knowledge and also as guidance to the future researcher. These limitations could be a constraint to make the research to be conducted smoothly. Due to these problems, precautions will be taken in order to minimize and eliminate these factors from affecting the results of the study. Those limitations are: 1.

What is CUSTOMER SATISFACTION RESEARCH? What does CUSTOMER SATISFACTION RESEARCH mean?

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This additional service Customer Satisfaction In Service Industry Thesis allows tracking the writing process of big orders as the paper will be sent to you for approval in parts/drafts* before the final deadline. What is more, it guarantees: 30 days of free revision; A top writer and the best editor; A personal order manager. */10() The spoken word gives the writer thesis in customer satisfaction service industry makes immediate comparisons between items that most individuals think about something within objective and which were the f answers, discussion, and further reading on the criticisms against your note taking. For instance, laufer and nation identified significant positive correlations between the y to introduce and Customer satisfaction is when the consumer is delighted with the service delivered by the airline sector that meets the client desires, wants and expects. 18 f Related Study on Customer Satisfaction The nature of customer care is very much service oriented as most goods are consumed at the same time as services are blogger.comted Reading Time: 11 mins