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Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
Spicejet Complete
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Spicejet Complete

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CUSTOMER RELATIONSHIP MANAGEMENT presentation WITH CORPORATE ANALYSIS on spicejet airlines

CUSTOMER RELATIONSHIP MANAGEMENT presentation WITH CORPORATE ANALYSIS on spicejet airlines

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  • 1. CUSTOMER RELATIONSHIP MANAGEMENTpresentationWITHCORPORATE ANALYSISonspicejet airlines
  • 2. By:- SIDDHARTH PANDEY
    IIPM DELHI SS-09-11
    MOBILE:- 09999248314
  • 3. INTRODUCTION TO SPICEJET
    BY SIDDHARTH PANDEY
  • 4. COMPANY’s aim
    “To become India’s most preferred low cost airline, by providing the lowest air fares and the highest consumer value to the price sensitive consumers of the country.”
  • 5. COMPANY’s mission
    “to ensure that flying is no longer confined to CEOs and business travelers, but affordable to everyone”
  • 6. Market Share
  • 7.
  • 8. FOR THE CUSTOMER, BY THE CUSTOMER
  • 9. CUSTOMER SERVICES
    Personal valet at airport
    Personal and exclusive lounges
    Refreshments and music
    Three course meal
    Baggage assistance
    Award wining web portal
  • 10. CUSTOMERS REVIEWS
    Survey conducted on 30 people
    The research was divided on 4 major issues:
    • Service On Board
    • 11. Airline Punctuality
    • 12. Responds Of Air-Flight attendants
    • 13. Overall experience
  • CUSTOMER REVIEWS
    Keenly priced tickets. They take a practical view of baggage allowances, which is very helpful. Overhead lockers are somewhat low and can be awkward for odd-shaped carry-on bags. FAs are very courteous. Seat pitch is unsatisfactory but for short flights this may not pose a problem. 
    Delhi to Srinagar via Jammu. The time of my web-booked flight had changed, but I had not been notified of this and therefore arrived at the airport far too early. Luckily there was an earlier flight and the person at the ticket counter changed my booking to this flight at no extra cost. Seats were allocated at check in, but there was no scramble anyway, as there were only 100 passengers. The 737-800 was clean and the crew were quite friendly. Overall a positive experience
  • 14. INTERESTING CUSTOMER COMENT’S:-
    ADEQUATELY PRICED
    “INSIDE TEMPRATURE MORE THAN OUTSIDE”
    “PATHETIC CANCELLATION”
    “YOU GET WHAT YOU PAY”
    SEAT PITCH VERY TIGHT
    “AIRLINES FROM HELL”
    LOVE SPICE FOR LIFE
    “JUVENILE CHECK IN RULES”
    “SPICELATE AIRLINES”
    FIRST FLIGHT MADE DELIGHTFUL.
  • 15. Awards and recognitions
  • 16.
  • 17.
  • 18.
  • 19. SpiceJet.com wins Best Website Award New Delhi, February 1, 2010
    SpiceJet won this award for:-
    Its booking portal's user friendly interface,
    Relevant local content and transparent display of price.
    Enabling SpiceJet consumers to make informed choices with ease.
    The award was given on January 28 at the recently concluded ‘World Low Cost Airlines Asia Pacific Conference' at Singapore, by Dale Lawrence, Director, Corporate Communications, Pacific Asia Travel Association (PATA).
  • 20. MODEL OF INFLIGHT CUSTOMER EXPERIENCE
  • 21.
  • 22. Model based on these steps:-
    Flying experience –
    Airport baggage services -
    Arrival service -
    Cabin crew -
    Check-in process -
    In-Cabin Experience -
    General approach to customers -
    Call center experience -
    Complaint handling -
  • 23. MARKET SURVEY
    BY SAKET SINGH
  • 24. BASE OF QUESTIONNAIRE
    • Sample size -30
    • 25. Age group – 21 and above
    • 26. Occupation – Passengers
    • 27. Place- IGI, domestic airport
    • 28. Selection- Random
  • OVERALL SATISFACTION OF CUSTOMERS
  • 29. OVERALL SERVICE PROVIDED BY FA
  • 30. DURATION OF BOARDING & BAGGAAGE HANDLING
  • 31. DID FLIGHT TAKE OFF AS SCHEDULED?
  • 32. QUALITY OF IN-FLIGHT MEAL
  • 33. ATTITUDE OF FLIGHT ATTENDANTS
  • 34. AVAILABILITY OF SERVICES PROVIDED BY FLIGHT ATTENDANTS
  • 35. TAVELING WITH SPICEJET IN FUTURE
  • 36. RECOMMENDATION OF SPICEJET
  • 37. OVERALL SERVICES OF SPICEJET
  • 38. CRM ANALYSIS
  • 39. SCOPE FOR IMPROVEMENTS
    AIRLINE PUNCTUALITY
    GREETING AT AIRPORT
    WELCOMING OF PASSENGERS
    SEATS
    CALL CENTER
  • 40. KEY STRNGHTS
    FLIGHT ATTENDANTS
    LOW AIRFARE
    CONNECTIVITY
    IN FLIGHT FOOD
  • 41. Thank you for flying
    with us…

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