jet blue airline

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(slide) gaps & recoveries, swot analysis, recommandation.........

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jet blue airline

  1. 1. Case study on jet blue Airline Prepared for: Mr.Abul Khair Jyote School of Business IUB MKT 350, SEC 1
  2. 2. Group member Marketing Sailors Name ID MD. Akib Uddin Bhuiyan 1030077 Ruhul Amin 1120648 Navid Ahsan 1121089 Sajib Uddin Ovi 1030396 Saquiba Binte Ali 1010023
  3. 3. Introduction • Low-fare passenger airline with a differentiated product and a high-quality customer service. • Serving underserved markets and large metropolitan areas. • Offering both short-haul and long-haul routes that are pointto-point. • On April 11, 2000 they announced their initial public offering of its common stock. • Currently operates 180 flights per day.
  4. 4. Company profile • The jet blue was founded in 1998 by DAVID NEELMAN. • Its motto was “bring humanity back to air travel” • offering nonstop service. • 11th place in the top 25 U.S airlines by the end of 2004. • It was the first airline to deploy the new Embracer 190 regional jet. • Jet blue was the first to offer free live television. • Start a company-combined the low fares of a discount airlines
  5. 5. Company profile (cont.)
  6. 6. Company profile (cont.) • Customer have- cheap and affordable flights-US and abroad • make customer service no1 priority • aircraft that comfortably-equipped with modern entertainment options
  7. 7. Key elements of JetBlue’s new strategy: • Reevaluate the ways the company was using its assets. • Reduce capacity and cut costs. • Raise fares and grow in selected markets. • Offer improved services for corporations & business travelers. • Form strategic partnerships.
  8. 8. Gaps and recoveries Listening gap (Knowledge gap) • Lack of upward communication • Inadequate service recovery • Lack of knowledge about customer expectation Service design and standard gap • Poor service design • Absence of customer driven standards • Inappropriate physical evidence and service cape
  9. 9. Gaps and recoveries (cont.) Service performance gap • Role dilemma, inappropriate compensation • Problem with service intermediaries • Failure to match supply and demand Communication gap • Overpromising • Ineffective management of customer expectation • Inadequate horizontal communication
  10. 10. SWOT Analysis
  11. 11. SWOT • Strength • Weakness  low cost carriers  JetBlue’s website and airport  Airline staff is highly trained and experienced  Good customer service  Effective use of technology  fast and safe way to travel. cabin are not easy to get.  It only covers 11 countries  Does not have presence in Asia and other unsaturated areas  Weak financial reporting  It has been using a single fleet
  12. 12. SWOT • Opportunity • Threats  JetBlue financial position is  Terrorism strong so it can think of  Rise in fuel prices expanding nationally and  Strong competition internationally  Employee unions  Add up more services for passengers  Increase number of flights
  13. 13. Major challenges • Bad weather • Compensate passengers with long waiting hours • Failure of regular flights
  14. 14. Recommendation • strategic changes  the rescheduling,  more air craft’s in same routes,  decentralization of power,  take quick action according to the necessity. • Operational changes  proper coordination between the crews,  proper communication with the customers about the needed information.  Use mobile as a media.
  15. 15. Thank You Feel free to ask any question

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