Impact of Passenger Services in Ethiopian Airlines Market
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 Marketing 10 2.2.1 Service standards 10 2.2.2 Service objectives & standards 11 2.2.3 Setting the strategy 11 2.2.4 Consistency of service 11 2.2.5 Principle of superior service 12 2.3 Customer service 14 2.3.1 Implementation of customer service 15 2.3.2 The objectives of customer service in an airlines 15 2.3.3 Purpose of customer service activities in an airlines 15 2.3.4 The need for change in service business 16 2.3.5 Establishing a customer service strategy 17 2.3.6 Hiring, Training & keeping the right people 17 2.3.7 Managing the material service delivery processes 17 2.3.8 Instituting continuous improvement processes 18 2.3.9 Manager's role 18 2.4 Satisfaction .18 2.4.1 Satisfaction and delight 19 2.4.2 Delighting the customer 19 2.4.3 Factors that make customers satisfied or dissatisfied 19 2.4.4 Measurement of satisfaction 20 2.4.5 Tools for tracking & measuring customer satisfaction 20 2.4.5.1 Compliant and suggestion systems 20 2.4.5.2 Customer satisfaction surveys 20 2.4.5.3 Ghost shopping 21 2.5 Complaints 21
Chapter III ..22
3. Background of Ethiopian Airlines 22 3.1 Ethiopian Airlines International passenger
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 Marketing 10 2.2.1 Service standards 10 2.2.2 Service objectives & standards 11 2.2.3 Setting the strategy 11 2.2.4 Consistency of service 11 2.2.5 Principle of superior service 12 2.3 Customer service 14 2.3.1 Implementation of customer service 15 2.3.2 The objectives of customer service in an airlines 15 2.3.3 Purpose of customer service activities in an airlines 15 2.3.4 The need for change in service business 16 2.3.5 Establishing a customer service strategy 17 2.3.6 Hiring, Training & keeping the right people 17 2.3.7 Managing the material service delivery processes 17 2.3.8 Instituting continuous improvement processes 18 2.3.9 Manager's role 18 2.4 Satisfaction .18 2.4.1 Satisfaction and delight 19 2.4.2 Delighting the customer 19 2.4.3 Factors that make customers satisfied or dissatisfied 19 2.4.4 Measurement of satisfaction 20 2.4.5 Tools for tracking & measuring customer satisfaction 20 2.4.5.1 Compliant and suggestion systems 20 2.4.5.2 Customer satisfaction surveys 20 2.4.5.3 Ghost shopping 21 2.5 Complaints 21
Chapter III ..22
3. Background of Ethiopian Airlines 22 3.1 Ethiopian Airlines International passenger