MKTG-380 Services Marketing Lecturer: Alkis Thrassou Section 01 May‚ 12 2008 Zehra Fattah Anastasia Kondratenko Federico Lovat 2 1. 3 2. 3 3. 7 4. 8 5. 10 6. 15 7. 19 CONTENTS Corporate overview The augmented service Breaking down the process Flowchart Blueprint Improvement of service delivery Bibliography Can I get you anything? Photo by caribb 4 THE PRE
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Introduction 3-4 2.0 Competitive Advantages 4-5 3.0 Organisational Changes 6-7 4.0 Organisational Design 7-9 5.0 SIA’s Organisational Structure 10-11 6.0 Recommendations 12 7.0 Conclusion 13 8.0 References 14 1.0 Introduction SIA started off with a humble beginning as part of Malayan Airways. In 1947‚ Malayan Airways operated services between Singapore‚ Kuala Lumpur‚ Ipoh and Penang. During 1972‚ where Malaysia -Singapore Airline (MSA) split
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GROUP MARKETING PROJECT ASSIGNMENT | SINGAPORE AIRLINES | TEAM MEMBERS: | FANNI LIGABRIEL LOWLAKSHA MEHTALOW SEOW PIN | 17-Sep-11 | | | TABLE OF CONTENTS | PAGES | | | | | EXECUTIVE SUMMARY | 3 | | | | 1 | BACKGROUND | 4 | | OVERVIEW OF ORGANISATION‚ PRODUCT AND BRAND | | | | | 2 | ENVIRONMENT ANALYSIS | | | 2.1 PEST ANALYSIS | 5-6 | | 2.2 SWOT ANALYSIS | 7-8 | | 2.3 MARKETING MIX | 8-9 | | | | 3 | MARKETING STRATEGY EVALUATION | | |
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Entry There is a high barrier entering airlines industry since it requires high capital to set up everything such as purchase or lease air craft‚ set up office‚ hire staffs‚ and etc. Thus‚ this has reduced the treat to Malindo Airline. Moreover‚ brand awareness is quite important in this industry. Hence‚ to enter this industry not only required high capital but also have to take some time to create brand awareness. Consumers always choose the product or service they really trust. Thus‚ instead of creating
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Singapore Airlines - An Excellent Asian Brand Think about one of the strongest brands from Asia‚ and chances are that Singapore Airlines and its long-serving‚ almost iconic Singapore Girl easily come to mind. Singapore Airlines has consistently been one of the most profitable airlines globally‚ and has always had the reputation of a trendsetter and industry challenger. There are several good reasons for this. Most relates directly to the strong brand management driven primarily by the Singapore
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Why service quality is important in airlines An airline is a company that offers air transport for passengers and freight. Airlines vary widely in size‚ from small companies with only one or two planes to huge multinational companies. While the industry initially grew slowly‚ these companies began to take off in a major way after World War II‚ thanks in part to large numbers of returning aviators. By the 1990s‚ air travel had become ubiquitous. For passengers the advantages could be; 1
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Leading Asia-Pacific carrier Singapore Airlines (SIA) is caught between a rock and a hard place‚ much like any other airline in this prolonged global recession. Positioned as a premium global brand‚ SIA is struggling in 2009 to offset a decline in demand in the commercial sector. This‚ coupled with losses from hedging fuel‚ higher unit costs‚ and taking delivery of five Airbus 380s by January 2010 or risk paying heavy penalties for delay‚ the airline‚ which flies to about 35 countries‚ must rely
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Contents BACKGROUND 2 Methods 3 Observations 3 Interviews 4 Data analysis 5 Results 5 Observational Results 5 Observed waiting time and service delivery time at different service stations 6 Socio-demographic characteristics of respondents 6 OPD clinics: patient experiences at the entrance gate‚reception and medical records 6 OPD clinics: consultation waiting time 7 OPD clinics: complaints and recommendations 7 Interviews with patients at the laboratory 8 Patient satisfaction
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provides information on the operation of the enterprise. These include sale and the various expenses incurred during the processing state. 3. Statement of Changes in Equity: explains the changes of the company ’s equity throughout the reporting period 4. Statement of cash flows: reports on a company ’s cash flow activities‚ particularly its operating‚ investing and financing activities. For large corporations‚ these statements are often complex and may include an extensive set of notes to the financial
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five stars hotel. The previous manager told you before leaving that you should not worry about quality as there are few complaints from customers. Do you agree with this comment? If not propose means for service quality evaluation and improvement. A definition of quality‚ especially for what services is concerned‚ is extremely challenging to find. In a world like that of luxury hotels‚ quality can mean a lot of different things depending on how each customers values it and what the customer is expecting
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