Airline industry has always been famous for its continuous struggle: cutting costs, managing fluctuating demand, keeping up with tight quality requirements while trying to maintain superior services and satisfy needs of various customer groups. Customer satisfaction has been on very low levels for decades. According to American Customer Satisfaction Index, airline industry scores lowest out of 47 other industries. However, the demand for air transportation has been stable and despite current economic crisis and such events as September 11, the growth reached 7.8% in 2011 (Datamonitor, 2011). In this struggling environment, airlines are forced to shift their focus towards customer oriented service quality (Chang &Yeh, 2002).
It is extremely important for carriers not only to understand the perception of passengers of their service offerings, but as well find out what customers expect from the services (Chen & Chang, 2005) and what kind of services customers consider most important. In the airline industry, services are composed of very complex mix of intangibles as the airlines sell not physical objects but performances and experiences (Gursoy et al., 2005). Thus, service quality is a key to attract and keep loyal customers (Liou&Tzang, 2007; Chang &Yeh, 2002). This project views service experience as a process, starting with a search for a ticket and ending with post-flight services. All the steps a customer is taking during air transportation are listed and discussed. Service quality is created on each step of the process, and it is important to understand the customer preferences and expectations from the services. Evaluation of customer expectations based on two to five key quality requirements and analyzed using statistical methods to understand its relative importance to a target customer group chosen for a survey.
Design And Implementation Of An Online System For Domestic Flight Customer Information Management System. (n.d.). UniTopics. https://www.unitopics.com/project/material/design-and-implementation-of-an-online-system-for-domestic-flight-customer-information-management-system/
“Design And Implementation Of An Online System For Domestic Flight Customer Information Management System.” UniTopics, https://www.unitopics.com/project/material/design-and-implementation-of-an-online-system-for-domestic-flight-customer-information-management-system/. Accessed 15 November 2024.
“Design And Implementation Of An Online System For Domestic Flight Customer Information Management System.” UniTopics, Accessed November 15, 2024. https://www.unitopics.com/project/material/design-and-implementation-of-an-online-system-for-domestic-flight-customer-information-management-system/
Here’s a typical structure for Design And Implementation Of An Online System For Domestic Flight Customer Information Management System research projects:
- The title page of Design And Implementation Of An Online System For Domestic Flight Customer Information Management System should include the project title, your name, institution, and date.
- The abstract of Design And Implementation Of An Online System For Domestic Flight Customer Information Management System should be a summary of around 150-250 words and should highlight the main objectives, methods, results, and conclusions.
- The introduction of Design And Implementation Of An Online System For Domestic Flight Customer Information Management System should provide the background information, outline the research problem, and state the objectives and significance of the study.
- Review existing research related to Design And Implementation Of An Online System For Domestic Flight Customer Information Management System, identifying gaps the study aims to fill.
- The methodology section of Design And Implementation Of An Online System For Domestic Flight Customer Information Management System should describe the research design, data collection methods, and analytical techniques used.
- Present the findings of the Design And Implementation Of An Online System For Domestic Flight Customer Information Management System research study using tables, charts, and graphs to illustrate key points.
- Interpret Design And Implementation Of An Online System For Domestic Flight Customer Information Management System results, discussing their implications, limitations, and potential areas for future research.
- Summarize the main findings of the Design And Implementation Of An Online System For Domestic Flight Customer Information Management System study and restate its significance.
- List all the sources you cited in Design And Implementation Of An Online System For Domestic Flight Customer Information Management System project, following a specific citation style (e.g., APA, MLA, Chicago).