low-cost carrier. 1.0 EXTERNAL ANALYSIS 1.1 Industry Identification AirAsia belongs to the airline industry. Competition in the airline industry is very intense and is growing rapidly together with the increase in demand for budget fares across Asia. The different airlines are making use of several strategies to compete with one another in the airline industry and it is crucial for airline companies to identify their competitive advantages so as to be able to achieve profits and brand equity globally
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The Porter’s five forces model‚ in this assignment‚ can be used to access the competitiveness of the airlines industry. It can review the competition within the industry plus checks for threat from outside. Bargaining power of supplier-High- In every industry‚ there has to be someone to play the role of a supplier. It is important to know the power of the supplier as it will affect the industry. There are only two main suppliers in the airline industry‚ Airbus and Boeing‚ thus there isn’t much
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customer’s needs by collaborating with its partners. AirAsia uses authorized travel agencies to cater to travelers that have trouble in online booking. Competitors –AirAsia‚ being one of the many LCC’s (Low Cost Carriers)‚ have been a threat to the full-service carriers. Publics – Media publics and increased media coverage on LCC’s helped customers understand the no-frills concept. Internal publics are employees who work in a cooperative environment with no problems; CEO Tony Fernandes encourage the pilots
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PROJECT 1 Reasons for customer service problems include the following: 1. Not listening to or collecting information from customers. It is surely self-evident that listening to the customers is fundamental to providing a high level of customer care. Self-evident it may be‚ but surprisingly few organisations and individuals possess and use good listening skills. People are all so very different. We come from such a wide variety of backgrounds and cultures. We all have different ways of thinking
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International Conference on Mobile Business A Model to Identify the Dimensions of Mobile Service Quality Christos K. Georgiadis Emmanouil Stiakakis Department of Applied Informatics University of Macedonia Thessaloniki‚ Greece stiakakis@uom.gr Department of Applied Informatics University of Macedonia Thessaloniki‚ Greece geor@uom.gr Abstract—The aim of this paper is to identify the dimensions of mobile service (m-service) quality. Based on the literature review and intervening
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MANAGING SERVICE QUALITY IN HOSPITALITY INDUSTRY THROUGH MANAGING THE ‘MOMENT OF TRUTH’: A THEORETICAL APPROACH Deborah Christine Widjaja Lecturer‚ Hotel Management Program‚ Faculty of Economics‚ Petra Christian University Email: dwidjaja@peter.petra.ac.id Abstract: Hospitality industry is one of the service businesses that pays so much attention to service quality as it is the main intangible product that it produces. This short article examines how to manage service quality in hospitality industry
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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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Measuring the services quality of Celcom Broadband in Politeknik Kota Kinabalu Azrin Bin Jalasi Jabatan Perdagangan Politeknik Kota Kinabalu azrin@polikk.edu.my Noorain Imbug Jabatan Perdagangan Politeknik Kota Kinabalu Noorain@polikk.edu.my Ramdan Ali Jabatan Perdagangan Politeknik Kota Kinabalu Ramdan@polikk.edu.my Abstract The main focus of this study is to investigate the customers’ satisfaction towards the Celcom Broadband services quality in Politeknik Kota Kinabalu
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AKNOWLEDGEMENT First and foremost‚ I would like to express in depth gratitude to AirAsia Berhad for giving me an opportunity to become one of their team member. I am very glad and proud to be one of the team members in Ground Support Equipment Department. I would like to dedicate my most sincere gratitude to host supervisor Mr. Faisal Riza B. Adnan for opportunities given‚ unceasing patience‚ guidance‚ priceless knowledge and supports given to me during the internship. I would also like to express
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LITERATURE REVIEW SERVICE QUALITY AND CUSTOMER SATISFACTION IN KFC CHAINSTORES The purpose of this study is investigating the service quality of KFC chain stores and how the service quality affect customer satisfaction based on the theory of “service quality” and “customer satisfaction” and the Customer satisfaction survey in website: talktokfc.com. We do the literature reviewson some important concepts to make clearer about the service quality and the level of customer satisfaction in KFC chain
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