The Impact of Service Quality and Customer Satisfaction in Airline Industry in Hong Kong
Section 1: Introduction 1.1. Choose the Topic of Justification
According to the result of part A, the author has better understanding on her personality and preferable learning styles. And it briefly explained the reason that the author to select this topic. Working human resources in service industry should be a suitable career for the author, because she realizes that to work with a wide range of people and provide to others are the main preferences.
Regarding to her career choice, it is important for the author to know the factors that affecting customer satisfaction and loyalty in order to provide better service quality for the customers. Also, this is for substantial development in her future career path. These are the reason behind for choosing the topic in this section.
The author chooses service quality and customer satisfaction as a core study because service quality is a diving force leading to customer satisfaction. To keep customer by satisfying them to build loyalty can lead to substantial increase in profit. Thus, the author hopes to define how these constructs help provide the proper service quality in customer service sector and then apply to her future career.
1.2 Reason for choosing the airline industry
Airline industry is a field which needs to handle people from all over the world especially in Hong Kong which is an international city. So, choosing the airline industry for the topic is because the service quality is very important in this industry. Due to the dynamic environment and increasing demand of better service from the customer, it is a must airline 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.
According to the statistical Digest of the Services Sector (2008) of Hong Kong Census and Statistics Department, there was the base of six international airlines and over 85 airlines
According to the result of part A, the author has better understanding on her personality and preferable learning styles. And it briefly explained the reason that the author to select this topic. Working human resources in service industry should be a suitable career for the author, because she realizes that to work with a wide range of people and provide to others are the main preferences.
Regarding to her career choice, it is important for the author to know the factors that affecting customer satisfaction and loyalty in order to provide better service quality for the customers. Also, this is for substantial development in her future career path. These are the reason behind for choosing the topic in this section.
The author chooses service quality and customer satisfaction as a core study because service quality is a diving force leading to customer satisfaction. To keep customer by satisfying them to build loyalty can lead to substantial increase in profit. Thus, the author hopes to define how these constructs help provide the proper service quality in customer service sector and then apply to her future career.
1.2 Reason for choosing the airline industry
Airline industry is a field which needs to handle people from all over the world especially in Hong Kong which is an international city. So, choosing the airline industry for the topic is because the service quality is very important in this industry. Due to the dynamic environment and increasing demand of better service from the customer, it is a must airline 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.
According to the statistical Digest of the Services Sector (2008) of Hong Kong Census and Statistics Department, there was the base of six international airlines and over 85 airlines