Measuring Customer Expectations of Service Quality: case Airline Industry Logistics Master ’s thesis Ekaterina Tolpa 2012 Department of Information and Service Economy Aalto University School of Economics Measuring Customer Expectations of Service Quality: case Airline Industry Master’s Thesis Ekaterina Tolpa 06.06.2012 Information and Service Management Approved in the Department of Information and Service Economy _____________ and awarded the grade _______________ _________________________________________
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|service marketing | |EXPECTATION AND PERCEPTION OF SERVICES IN JET AIRWAYS | |BASED ON STUDY CONDUCTED THROUGH SERVQUAL | |
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look of easyJet and will also discuss an analytic research that was made to demonstrate aspects of the history of the airline‚ along with the marketing strategy and brand strategy used and implemented by the low-budget airline. The strengths‚ weaknesses‚ opportunities and threats‚ known as SWOT analysis‚ will also be illustrated along with the external environment better known as PEST analysis which consists of the political‚ environmental‚ social/cultural and technology factors of easyJet. In addition
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UNITED INTERNATIONAL UNIVERSITY ASSIGNMENT ON Airline Industry (International Busuness-606) Submitted To Dr. Enamul Haque School of Business & Economics Submission Date 26th Dec. 2012 Table of Content |Topics |Page No. | |1.Globalization of Airline Industry |3 | |Industry Analysis
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Airlines - US - August 2012 Attitudes Toward Airlines and Airline Travel Key points The many changes to airline travel over the last few years have been absorbed by air travelers and a majority (77%) agrees that they feel comfortable with the process of flying. However‚ while air travel is familiar to them‚ most (65%) feel that it is becoming “more and more of a hassle.” The most affluent air travelers (those with a household income of at least $150K) are also the most frequent flyers and
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Operation Decisions: Reviewing the Beige Book dated April 17‚ 2013 for the San Francisco area it is stated in the manufacturing section that the manufacturing of the airplane industry is up. To elaborate on the meaning of this‚ it means the airline industry is also increasing in business and so it is responding by is purchasing airplanes so they can expand their services to more destinations throughout the world. United Airlines has been growing the last few years despite the slump in the market. United
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Chapter 2 Characteristics of the Airline Industry The real difficulty in changing any enterprise lies not in developing new ideas‚ but in escaping from the old ones. John Maynard Keynes 2.1 Introduction In recent years‚ the European airline industry has exhibited impressively dynamics. The sector has gone through a drastic change on both the supply and the demand side. Unlikely in other industries‚ the driving forces governing the recent changes do not depend mainly on technological factors
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Service Offering The invention of the airplane has had a profound impact on how people are able to experience the world today‚ thus the airline industry can be credited with shaping travel in a way that was once perceived as impossible. Because air travel is a commodity‚ the airline industry has found itself an extremely competitive market‚ where creating more value for their customers is essential in order to succeed. United Airlines leaves no room for confusion that they recognize this necessity
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choosing a particular good or service – and every consumer will have a different hierarchy of determining factors based on their own personal preferences and view points. The aim of this study is to better understand the purchasing behaviour of consumers on commercial airlines – specifically‚ when choosing an airline to fly with. It is important to understand these determining factors as it will help marketers decide on the content of marketing collaterals for airline consumers. A better understand
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