Airline Industry

ASSIGNMENT SUBMISSION SHEET

STUDENT NUMBER 1 | 0 | 0 | 3 | 2 | 4 | 3 | 1 | |

NAME (Block capitals): Alexander Glenn Sugiarto

MODULE TITLE: Service Marketing
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COURSE WORK TITLE (Assignment No. and/or essay/dissertation title)
A CASE STUDY ON CUSTOMER ACQUISITON AND RETENTION ON THE AIRLINE SERVICE INDUSTRY
DEADLINE DATE: 13 July 2012

I certify that this assignment is my own work. It does not reproduce anyone else’s work without proper acknowledgement.

Signed By: Alexander Glenn Sugiarto Date: 10 July 2012

Tick the appropriate box:
I hereby give consent for my assignment, if accepted, to be available for display in the library.

Yes No Signed By: Alexander Glenn Sugiarto Date: 10 July 2012

Declaration

I, Alexander Glenn Sugiarto, NRIC: G0872965X, UB Number: 10032431
Declared that this work submitted for assessment is wholly of my own and expressed in my own words. Any use of works of other authors in any form (e.g. ideas, text, and models) is properly acknowledged at their point of use.

A list of the references employed is included.

The word count for this dissertation stands at 7,468 which include Chapter 1 to Chapter 6.

Date: 10 July 2012

Executive Summary

This report provides an analysis on customer acquisition and retention on the airline industry. This research has been done because of the rapid increasing of airline service usage. In today’s time where the competition is strict, knowing how to acquire and retained customers is very important. Hence, these project objectives are to find out what are the factors that affect customer’s satisfaction and provide recommendations for better customers’ acquisition, repetition and recommendation for airline service.
First of all, the airline industry background has been analyzed by

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