Service Quality Dimension of SriLankan Airlines Service Marketing (MKT 3113) Individual Assignment Department of Marketing Management Faculty of Commerce & Management Eastern University‚ Sri Lanka B.Sarangan EU/IS/2007/MS/65 Index No: - MS 885 Contents Introduction to Services Marketing 02 Specific Characteristics of Services 02 7 Ps of Services Marketing 02 Service Quality 04 Dimensions of Service Quality 04 5 Dimensions of Service Quality 05 SriLankan
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Overview 3 1.2 Products and Services offered 4 1.3 Channels of distribution 4 1.4 Sales and Marketing 5 1.5 Organization Structure 7 1.6 Market Share 8 1.7 SWOT Analysis 9 2 IT for Managers 10 3 E-Business and E-Commerce 11 3.1 Uses of E-Commerce in AIR ASIA 11 3.2 Benefits of E-commerce to Air Asia 12 4 Data Management 13 5 Organizational ISs 15 6 Enterprise Systems 17 7 Management Decision Support 19 8 IT/IS for Competitive Advantage 20 8.1 Porter’s 5 Forces 20 8.2 Value Chain Analysis
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2. Discuss the dimension of Service Quality and explain how you will use those dimensions to gain competitive advantage over your competitors. In today’s competitive environment‚ organizations must earn the customer’s trust by consistently meeting or exceeding expectations. The disparity between expectation and perception is the major determining factor in a customer’s assessment of quality of service. Service quality and customer service is very important. One of the most important customer
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INTRODUCTION :AirAsia Berhad is a Malaysian low-cost airline headquartered in Kuala Lumpur‚ Malaysia. It has been named as the world’s best low-cost airline‚ and a pioneer of low-cost travel in Asia. AirAsia group operates scheduled domestic and international flights to 78 destinations spanning 25 countries. Its main hub is the Low-Cost Carrier Terminal (LCCT) at Kuala Lumpur International Airport (KLIA). Its affiliate airlines Thai AirAsia‚ Indonesia AirAsia‚ Philippines AirAsia‚ HYPERLINK "http://en
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STRATEGIC MANAGEMENT (PMS 3393) ‘AIR ASIA’ Prepared by: Ahmad Izzuddin Bin Ahmad Zamri (4102005781) HaslindaBinti Ismail (4092008911) MohdAzuan Bin MohdAbdKadir (4102008091) Muhammad Khairil Anwar Bin Othman (4102004441) Nur An-NisaBintiRahmat (4071032881) SitiAisyahBintiMohdYusoff( 4102001031) SitiKhajirahBinti Abdul Aziz (4092008931) Prepared for: Dr. HafsahBinti Ahmad Submission Date: 22nd November 2012 Table of Content
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Vision 4. Key Strategies 5. Business Model 6. PEST Analysis 7. Porter 5 Forces CONTENT LIST 8. SWOT Analysis 9. Competitive Advantage of Air Asia 10. Major Challenges 11. Value Chain Analysis 12. Air Asia Vs. Air Asia X 13. Air Asia’s Future 14. Recommendations Conclusion PA M CO Y N P O R F E L I • Established in 1993 and commenced operation on 18 Nov‚ 1996. • 2 Dec‚ 2001‚ it was purchased by former Time warner executive Tony Fernandez’s company Tune Air Sdn Bhd from ownership of
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Thai Air Asia Limited Section 1: Company Background In the past‚ domestic air routes were limited to only few players; such as Thai Airways‚ Bangkok Airways‚ Air Andaman‚ and Phuket Air. Prime Minister Thaksin Shinawat announced the opening of Thai air routes in 2002 and this has induced a lot of airlines to enter the market‚ especially low cost airlines‚ which have already been widely and well accepted in scores of countries. In Southeast Asia‚ at that time‚ Air Asia Malaysia was considered
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BUSINESS Air Asia leading airline was established with the dream of making flying possible for everyone. Since 2001‚ Air Asia has swiftly broken travel norms around the globe and has risen to become the world’s best. With a route network that spans through to over 20 countries‚ Air Asia continues to pave the way for low-cost aviation through our innovative solutions‚ efficient processes and a passionate approach to business. Together with our associate companies‚ Air Asia X‚ Thai Air Asia‚ Indonesia
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Besides‚ this report also explain in detailed about balanced scorecard for example‚ the definition‚ person that responsible in introduce this techniques and how this technique can be apply in the organisation and help the organisation to improve their service. There is also a brief description of the background of the AirAsia to explain the main activities carried out by this company. The competitive environment analysis for AirAsia Berhad is thoroughly scrutinised to examine the driving determinants that
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movies on iTunes. In these case the product and services are digital Slide 3 We use Air Asia as an example of our e-commerce presentation company because it was voted as the most popular website for online shopping. Air Asia Berhad is a Malaysian-based low-cost airline where it was the largest low-fare‚ no-frills airline and a pioneer of low-cost travel in Asia. Air Asia group operates scheduled domestic and international flights. Air Asia is using e-commerce to promote their product through
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