This document discusses a study on passengers' perspectives of Philippine Airlines. It provides background on Philippine Airlines as the oldest airline in Asia and flag carrier of the Philippines. The study aims to investigate passengers' perceptions of Philippine Airlines' service quality based on their personal experiences. A descriptive research method was used to gather information from 100 passengers through a questionnaire. Key findings include that most respondents were satisfied with ground services like check-in assistance and inflight services such as cabin crew responsiveness. The document provides context about the airline industry and customer satisfaction to frame the goals and significance of the study.
Improving Customer Service and People Skills in Air AsiaIndiran K
This document provides background information on Air Asia and discusses two challenges they face related to customer service and employee skills. It outlines that Air Asia was founded in 2001 and has since expanded significantly, becoming Malaysia's largest low-cost carrier. However, with growth they now face issues improving customer service and developing people skills among employees. The document will analyze these challenges and how Air Asia can work to overcome them.
Singapore Airlines Case Study(student paper)Singapore A.docxmaoanderton
Singapore Airlines was created in 1972 after separating from Malaysian Airlines. It undertook aggressive growth and investing to maximize profits and market share. The company philosophy that emerged was that success is dictated by quality of service. By reinventing infrastructure and initiatives focused on excellence in customer service, Singapore Airlines became a global leader in the service industry. The strategy utilized by Singapore Airlines to ensure differentiation in an increasingly competitive market was its attention to in-flight service. Applicants for flight attendant roles came from a young population aged 18-25 to project a youthful image. However, this narrowed the applicant pool and workforce diversity.
NRS-451V Singapore Airlines Case Study(Student paper)Si.docxcherishwinsland
NRS-451V Singapore Airlines Case Study
(Student paper)
Singapore Airlines was created in 1972 following a separation from Malaysian Airlines. In the wake of reorganization, Singapore Airlines undertook aggressive growth, investing and trading to maximize profitability and expand market share. Through this change, a new company philosophy emerged, “Success or failure is largely dictated by the quality of service it provides” (Wyckoff, 1989). By reinventing the company infrastructure and introducing new initiatives focused on excellence in customer service, Singapore Airlines became a global leader in the service industry, elevating existing standards among competitors.Evaluation of Workforce Management Program
The strategy widely utilized by Singapore Airlines to ensure differentiation in an increasingly competitive market was its attention to in-flight service. “Good flight service [was] important in its own right and is a reflection of attention to detail throughout the airline” (Wyckoff, 1989). This statement perpetuated the belief that excellence in service was directly tied to the careful selection and individual performance of in-flight crews charged with the responsibility of fulfilling the needs of individual passengers and exuding the levels of service demanded by the organization. Applicants destined to work as flight stewards were drawn from a very young population, typically spanning the ages of 18-25 years of age with high school equivalency against the English system of education. Selection of applications was competitive largely due to the degree of skill, poise, and experience required of its candidates. These policies led to the on-boarding of a highly skilled and youthful workforce with positive attitudes and a willingness to be trained. Critique of this approach revealed several disadvantages. The most significant being the potential for greater turnover when hiring a younger population as opposed to an older, more experienced crew. Experience alone would play some role in the development of new employees, as greater experience would bring greater poise and confidence. However, in light of the predominant population Singapore Airlines catered to, a younger in-flight crew would remedy the awkwardness likely to be encountered by older clients being served by older crew members. In addition, a younger crew would likely be more accepting of new procedures and less cynical of the requirements of employment.
In light of the young demographic most desired in this role, recruitment, training and “conversion” processes were both stringent and comprehensive. All aspects of in-flight service, including training related to terminology, amenities and food preparation were provided in great detail, as were training for emergency preparedness and response to every potential scenario encountered in the air and on the ground. Formalized on-boarding, training and continued development were the hallmarks of the comprehensive workforce program.
Singapore Airlines Case Study(Student paper)Singapore Airlines.docxmaoanderton
This document provides a case study of Singapore Airlines from 1972 to 1989. It summarizes the airline's origins after separating from Malaysian Airlines in 1972. It then discusses how Singapore Airlines undertook aggressive growth and invested in new initiatives focused on excellent customer service, which helped it become a global leader in the industry. The document evaluates Singapore Airlines' workforce management program and recruitment/training of flight attendants. It also discusses the airline's systems for measuring service quality and criticisms of some of its proposed changes that did not align with customer expectations.
Singapore Airlines Case Study(Student paper)Singapore Airlin.docxaryan532920
Singapore Airlines was created in 1972 after separating from Malaysian Airlines. It undertook aggressive growth and investing to maximize profits and market share. Through reinventing its infrastructure and initiatives focused on excellent customer service, Singapore Airlines became a global leader in the airline service industry. The document then discusses Singapore Airlines' workforce management program, advertising campaigns, systems for measuring service quality, and a proposed plan to introduce slot machines that was met with consumer dissatisfaction. It concludes by highlighting the airline's effective and ineffective management approaches.
Flying Innovations Inc is an aviation training company that offers guidance and courses to help aspiring pilots obtain commercial pilot licenses. They work with flight schools in countries like the US, Canada, Sweden, Germany and Dubai. Their services include assistance with medical exams, license applications, visa acquisition and more. They aim to develop well-trained aviation professionals to meet the growing demand in India's aviation sector. Courses range from commercial pilot training to type ratings and flight instructor certifications. Their systematic approach and expertise can help guide students through each step of the licensing process to achieve their dream of becoming pilots.
Brand Equity and Customer Satisfaction as the Mediation of Advertisement infl...IOSRJBM
This research includes explanatory research, samples are taken form Garuda Indonesia Airline international Passenger inbound and outbound flight conducted at several Indonesian International Airport Soekarno Hatta Jakarta, Ngurah Rai Denpasar, Airport Hongkong and Changi Airport Singapore, altogether there are 350 respondents. The Design of non probability sample selection is accidental sampling with the criteria : those who fly international route at least twice a year, Indonesian citizen (not foreigner), and they may also fly non Garuda flights as well, the exogenous variables are advertisement and service quality, the endogenous variables are brand equity and customer satisfaction. Analysis methoed using SEM-PLS and software SmartPLS. The result has several conclusion, First, Advertisement and service quality will increase brand equity, Service quality is very dominant to explain brand equity compared to advertisement, Second, Service quality and brand equity will increase customer satisfaction. Brand equity plays an importamt role to explain consumer’s satisfaction compared to service quality. Third, service quality, brand equity, and customer satisfaction will increase consumer’s loyality. The Loyality of the international passenger of Garuda Indonesia Airline will remain high if supported by strong brand equity and high consumer satisfaction, as a result from service quality granted and the effect of advertisement program which is carried out intensively. Consumer satisfacti
Improving Customer Service and People Skills in Air AsiaIndiran K
This document provides background information on Air Asia and discusses two challenges they face related to customer service and employee skills. It outlines that Air Asia was founded in 2001 and has since expanded significantly, becoming Malaysia's largest low-cost carrier. However, with growth they now face issues improving customer service and developing people skills among employees. The document will analyze these challenges and how Air Asia can work to overcome them.
Singapore Airlines Case Study(student paper)Singapore A.docxmaoanderton
Singapore Airlines was created in 1972 after separating from Malaysian Airlines. It undertook aggressive growth and investing to maximize profits and market share. The company philosophy that emerged was that success is dictated by quality of service. By reinventing infrastructure and initiatives focused on excellence in customer service, Singapore Airlines became a global leader in the service industry. The strategy utilized by Singapore Airlines to ensure differentiation in an increasingly competitive market was its attention to in-flight service. Applicants for flight attendant roles came from a young population aged 18-25 to project a youthful image. However, this narrowed the applicant pool and workforce diversity.
NRS-451V Singapore Airlines Case Study(Student paper)Si.docxcherishwinsland
NRS-451V Singapore Airlines Case Study
(Student paper)
Singapore Airlines was created in 1972 following a separation from Malaysian Airlines. In the wake of reorganization, Singapore Airlines undertook aggressive growth, investing and trading to maximize profitability and expand market share. Through this change, a new company philosophy emerged, “Success or failure is largely dictated by the quality of service it provides” (Wyckoff, 1989). By reinventing the company infrastructure and introducing new initiatives focused on excellence in customer service, Singapore Airlines became a global leader in the service industry, elevating existing standards among competitors.Evaluation of Workforce Management Program
The strategy widely utilized by Singapore Airlines to ensure differentiation in an increasingly competitive market was its attention to in-flight service. “Good flight service [was] important in its own right and is a reflection of attention to detail throughout the airline” (Wyckoff, 1989). This statement perpetuated the belief that excellence in service was directly tied to the careful selection and individual performance of in-flight crews charged with the responsibility of fulfilling the needs of individual passengers and exuding the levels of service demanded by the organization. Applicants destined to work as flight stewards were drawn from a very young population, typically spanning the ages of 18-25 years of age with high school equivalency against the English system of education. Selection of applications was competitive largely due to the degree of skill, poise, and experience required of its candidates. These policies led to the on-boarding of a highly skilled and youthful workforce with positive attitudes and a willingness to be trained. Critique of this approach revealed several disadvantages. The most significant being the potential for greater turnover when hiring a younger population as opposed to an older, more experienced crew. Experience alone would play some role in the development of new employees, as greater experience would bring greater poise and confidence. However, in light of the predominant population Singapore Airlines catered to, a younger in-flight crew would remedy the awkwardness likely to be encountered by older clients being served by older crew members. In addition, a younger crew would likely be more accepting of new procedures and less cynical of the requirements of employment.
In light of the young demographic most desired in this role, recruitment, training and “conversion” processes were both stringent and comprehensive. All aspects of in-flight service, including training related to terminology, amenities and food preparation were provided in great detail, as were training for emergency preparedness and response to every potential scenario encountered in the air and on the ground. Formalized on-boarding, training and continued development were the hallmarks of the comprehensive workforce program.
Singapore Airlines Case Study(Student paper)Singapore Airlines.docxmaoanderton
This document provides a case study of Singapore Airlines from 1972 to 1989. It summarizes the airline's origins after separating from Malaysian Airlines in 1972. It then discusses how Singapore Airlines undertook aggressive growth and invested in new initiatives focused on excellent customer service, which helped it become a global leader in the industry. The document evaluates Singapore Airlines' workforce management program and recruitment/training of flight attendants. It also discusses the airline's systems for measuring service quality and criticisms of some of its proposed changes that did not align with customer expectations.
Singapore Airlines Case Study(Student paper)Singapore Airlin.docxaryan532920
Singapore Airlines was created in 1972 after separating from Malaysian Airlines. It undertook aggressive growth and investing to maximize profits and market share. Through reinventing its infrastructure and initiatives focused on excellent customer service, Singapore Airlines became a global leader in the airline service industry. The document then discusses Singapore Airlines' workforce management program, advertising campaigns, systems for measuring service quality, and a proposed plan to introduce slot machines that was met with consumer dissatisfaction. It concludes by highlighting the airline's effective and ineffective management approaches.
Flying Innovations Inc is an aviation training company that offers guidance and courses to help aspiring pilots obtain commercial pilot licenses. They work with flight schools in countries like the US, Canada, Sweden, Germany and Dubai. Their services include assistance with medical exams, license applications, visa acquisition and more. They aim to develop well-trained aviation professionals to meet the growing demand in India's aviation sector. Courses range from commercial pilot training to type ratings and flight instructor certifications. Their systematic approach and expertise can help guide students through each step of the licensing process to achieve their dream of becoming pilots.
Brand Equity and Customer Satisfaction as the Mediation of Advertisement infl...IOSRJBM
This research includes explanatory research, samples are taken form Garuda Indonesia Airline international Passenger inbound and outbound flight conducted at several Indonesian International Airport Soekarno Hatta Jakarta, Ngurah Rai Denpasar, Airport Hongkong and Changi Airport Singapore, altogether there are 350 respondents. The Design of non probability sample selection is accidental sampling with the criteria : those who fly international route at least twice a year, Indonesian citizen (not foreigner), and they may also fly non Garuda flights as well, the exogenous variables are advertisement and service quality, the endogenous variables are brand equity and customer satisfaction. Analysis methoed using SEM-PLS and software SmartPLS. The result has several conclusion, First, Advertisement and service quality will increase brand equity, Service quality is very dominant to explain brand equity compared to advertisement, Second, Service quality and brand equity will increase customer satisfaction. Brand equity plays an importamt role to explain consumer’s satisfaction compared to service quality. Third, service quality, brand equity, and customer satisfaction will increase consumer’s loyality. The Loyality of the international passenger of Garuda Indonesia Airline will remain high if supported by strong brand equity and high consumer satisfaction, as a result from service quality granted and the effect of advertisement program which is carried out intensively. Consumer satisfacti
Virgin America is a small airline that has received awards and accolades but is not classified as a major carrier by the DOT due to not meeting the $1 billion revenue requirement. To be considered major, an airline also must meet DOT standards for baggage handling, on-time performance, and other operational metrics. Virgin America aims to continue its growth and success to eventually achieve major carrier status.
Service quality and customer satisfaction at kenya airways ltdAlexander Decker
- The document discusses a study that explored key determinants of customer satisfaction for passengers at Kenya Airways.
- The study found that factors like luggage security and safety, proper communication about flight status, food variety, and communication about weather conditions significantly increased passenger satisfaction.
- Compassion shown to disabled passengers onboard also notably increased satisfaction levels.
Service quality and customer satisfaction at kenya airways ltdAlexander Decker
- The document discusses a study that explored key determinants of customer satisfaction for passengers at Kenya Airways.
- The study found that factors like luggage security and safety, proper communication about flight status, food variety, and communication about weather impacted customer satisfaction levels. Weather conditions and compassion shown to disabled passengers also significantly increased satisfaction.
- The study contributes to understanding the relationships between customer satisfaction and service quality in the airline industry. It provides strategic insights for managing customer satisfaction.
The document discusses the history and growth of Delta Airlines from its founding in 1924 as a crop dusting company to today as a major global airline. It notes that Delta has over 800 aircraft, carries over 170 million customers annually, and operates flights to over 57 countries. The summary emphasizes that Delta has positioned itself as a socially responsible company through initiatives like modifying aircraft for the war effort in 1942 and being ranked one of the top 50 most admired companies by Fortune magazine in 2015.
Airline image and service quality effects on traveling customers’ behavioral ...Alexander Decker
This study examines the effect of airline image and service quality on customers' behavioral intentions in Jordan.
The author conducted a survey of 48 questions to analyze these relationships. The main findings were that airline
image has a significant effect on customers' behavioral intentions at a significance level of α ≤ 0.05. Additionally,
service quality was found to have a significant effect on customers' behavioral intentions at a significance level of
α ≤ 0.05. The study aims to provide insights into how airline marketing variables influence passenger behavior to
help airlines better meet customer expectations and needs.
Airline Food Quality Improvements At The Food IndustryLisa Brown
- The document discusses airline food quality improvements and how understanding consumer preferences can help airlines tailor their food offerings. It analyzes how collecting market research and customer feedback can help a struggling airline improve perceptions of its food. The analysis identifies constructs to measure acceptability of airline food and how culinary options and opinions shape perceptions.
Great customer experiences are planned, designed and actively managed. Companies that consistently deliver, and improve upon, positive experiences have three things in common: customer insight, a customer culture, and a “designed” customer experience. The paper advocates how organizations must deliver a rich, personalized cross-channel experience with seamless integration across all touch points
This document provides an overview of the Indian airline industry and analyzes Kingfisher Airlines. It begins with a PEST analysis of the industry and an introduction to Kingfisher. Next, it covers the 7 P's of Kingfisher's marketing strategy and analyzes the airline using tools like the industrial lifecycle model, SWOT analysis, Porter's 5 forces, and a competitor analysis. It concludes with recommendations for Kingfisher's future growth.
How can airlines improve the customer experience, revive brand loyalty and undo the effects of years of cost-cutting?
Read more and watch videos>> http://bit.ly/FoAT
An emprirical investigation into factors affecting service quality among indi...iaemedu
This document summarizes a study that investigated factors affecting service quality among Indian airline service providers. A survey was conducted of 200 passengers at Coimbatore Airport to determine the significant factors influencing their perceptions of service quality. The top five factors identified were price, politeness of crew members, consistency between communications and experiences, check-in of luggage, and convenience of flight timings. The study concluded that passengers perceive service quality as a combination of physical, interaction, and corporate dimensions, which all need equal priority from Indian airline providers.
An emprirical investigation into factors affecting service quality among indi...IAEME Publication
This document summarizes a study that investigated factors affecting service quality among Indian airline service providers. A survey was conducted of 200 passengers at Coimbatore Airport to determine the significant factors influencing their perceptions of service quality. The top five factors identified were price, politeness of crew members, consistency between communications and experiences, check-in of luggage, and convenience of flight timings. The study concluded that passengers perceive service quality as a combination of physical, interaction, and corporate dimensions that all must be prioritized by Indian airline providers.
Running Head: IN-FLIGHT SERVICES 1
IN-FLIGHT SERVICES 2
In-flight Services:
Course:
Instructor:
Institution:
Date:
Introduction
The aviation airline industry is a constant changing industry thriving to gain competitive advantage through strategy and innovation. The main focus is for an airline industry to stand out and attract customers. The customers are the reason why companies such as Virgin, Jet Blue, AirTran, Delta and Hawaiian airlines are at the top of the food chain. Providing unique customer experience is one of the many ways that organizations exploit to gain competitive advantage. Customer experience while using organization products or services has been transformed into an art within the business environment (Saha & Theingi, 2009). The art of customer experience aims at establishing the best customer satisfaction. Airline industries are not spared by the new art of establishing the best customer satisfaction. In fact Airline industry is one of the many industries that embrace the art of customer satisfaction since it deals with actual handling of customers. Every unit of the airline organization must be well interlinked so as customer satisfaction remain a priority at all the time.
Every airline organization should focus on ways that provide the safest, dependable and pleasurable air transport. Achieving the objective would ensure that the airline becomes a unique organization of choice for many either locally or internationally. Airline industries have divergent areas that must be considered in effort to achieve the desired level of customer satisfaction (Zeithaml, Bitner, & Gremler, 2009). The different areas can be categorised into three main phases. The three main phase include, pre-flit, in-flight and post-flit. This paper will explore on various ways that airlines can exploit to improve on in-flit customer satisfaction.
In-flit situation
Before exploring any form of customer satisfaction, airline management must first appreciate that the diversity of needs for their customers. The needs in this case involve the motivations that forces one into using air transport instead of other modes of transport. The diversity remains a major challenge for majority of airlines seeking to achieve best level customer experience and satisfaction. Different people have different reasons behind them using air transport. The various reasons may be categorised into three main groups (Atilgan, Akinci, & S. Aksoy, 2008). First category involves those travelling for pleasure and status. Travellers in this group always use air transport as way of achieving personal pleasures. The second group involves individuals who travel for business or work related activities. This group of travellers have unique preferences that airline organizations must meet so as to make them fully satisfied.
The ...
Low-cost carriers offer low fares by eliminating traditional services to reduce operating costs. They originated in the US before spreading to Europe in the 1990s and elsewhere. India's aviation industry has grown rapidly due to factors like increased domestic travel and tourism. Low-cost carriers like Go Air, IndiGo, and SpiceJet have increased airline competition and made air travel more affordable and accessible in India.
This document discusses passenger experience for airlines. It outlines current challenges in the airline industry, competitive strategies adopted by airlines, and dimensions of the airline passenger lifecycle. It also provides examples of leading practices from global airlines, such as using social media for ticket reservations, mobile check-in services, customer forums for brand building, exclusive airport lounges, and innovative loyalty programs. The overall goal is to evaluate drivers of experience for airline passengers.
The document provides an overview of the Indian airline industry and an analysis of Kingfisher Airlines. It discusses the PEST analysis of the industry and Kingfisher, the 7 Ps of marketing for Kingfisher, Porter's 5 forces analysis, and recommendations using Ansoff's matrix. Kingfisher targeted the domestic luxury segment but had low load factors, high costs, and faced fierce competition. The ROI for Kingfisher was low due to overspending and it struggled to generate expected returns.
This document provides an overview of brand management strategies for Singapore Airlines. It discusses Singapore Airlines' vision and mission, the macroenvironmental factors it faces, its segmentation, targeting, positioning, marketing mix (4Ps), and branding journey. Key aspects of its brand strategy include a focus on premium service, innovation, and positioning through the iconic "Singapore Girl" symbol. The airline maintains a young fleet of fuel efficient aircraft and strives to be a leader in passenger experience through amenities and technologies.
The document discusses a research project analyzing the effects of the 2009 economic recession on Emirates Airlines. The research aims to identify the major impacts on high-cost airlines during the recession and how it affected customer demand. A survey was conducted collecting data on travel patterns before, during, and after the recession. The analysis found that while profits declined, most customers' travel plans were not significantly impacted as Emirates cut prices. Recommendations include better analyzing financial changes and conducting market research during economic downturns.
This document contains a term paper on airline services that was prepared for a marketing professor. It includes sections on group profile, letter of transmittal, acknowledgements, contents, literature review, objectives, methodology, hypotheses development, proposed model, and results of regression analysis. The key findings are that service quality, value, and customer satisfaction have a significant positive impact on customer behavioral intentions, while customer sacrifice has a negative impact. The study aims to analyze factors affecting customer purchase decisions and develop a model showing the relationship between explanatory and dependent variables related to airline service usage.
The Future of Airline Retail - Fast Future Report 19 07 11Rohit Talwar
This document summarizes key discussions from an airline retail conference. Six main challenges were identified: 1) continued economic uncertainty, 2) deepening customer insight, 3) driving innovation to increase customer relationships and revenue, 4) leveraging new technologies, 5) rethinking traditional offerings, and 6) evaluating revenue sharing between airlines, airports, and suppliers. New technologies like Wi-Fi, seatback displays, tablets, and smartphones were discussed as ways to engage customers, sell virtual products, and drive additional revenue. Traditional aspects like brochures, retail carts, and food were also discussed in terms of innovation.
EWOCS-I: The catalog of X-ray sources in Westerlund 1 from the Extended Weste...Sérgio Sacani
Context. With a mass exceeding several 104 M⊙ and a rich and dense population of massive stars, supermassive young star clusters
represent the most massive star-forming environment that is dominated by the feedback from massive stars and gravitational interactions
among stars.
Aims. In this paper we present the Extended Westerlund 1 and 2 Open Clusters Survey (EWOCS) project, which aims to investigate
the influence of the starburst environment on the formation of stars and planets, and on the evolution of both low and high mass stars.
The primary targets of this project are Westerlund 1 and 2, the closest supermassive star clusters to the Sun.
Methods. The project is based primarily on recent observations conducted with the Chandra and JWST observatories. Specifically,
the Chandra survey of Westerlund 1 consists of 36 new ACIS-I observations, nearly co-pointed, for a total exposure time of 1 Msec.
Additionally, we included 8 archival Chandra/ACIS-S observations. This paper presents the resulting catalog of X-ray sources within
and around Westerlund 1. Sources were detected by combining various existing methods, and photon extraction and source validation
were carried out using the ACIS-Extract software.
Results. The EWOCS X-ray catalog comprises 5963 validated sources out of the 9420 initially provided to ACIS-Extract, reaching a
photon flux threshold of approximately 2 × 10−8 photons cm−2
s
−1
. The X-ray sources exhibit a highly concentrated spatial distribution,
with 1075 sources located within the central 1 arcmin. We have successfully detected X-ray emissions from 126 out of the 166 known
massive stars of the cluster, and we have collected over 71 000 photons from the magnetar CXO J164710.20-455217.
Immersive Learning That Works: Research Grounding and Paths ForwardLeonel Morgado
We will metaverse into the essence of immersive learning, into its three dimensions and conceptual models. This approach encompasses elements from teaching methodologies to social involvement, through organizational concerns and technologies. Challenging the perception of learning as knowledge transfer, we introduce a 'Uses, Practices & Strategies' model operationalized by the 'Immersive Learning Brain' and ‘Immersion Cube’ frameworks. This approach offers a comprehensive guide through the intricacies of immersive educational experiences and spotlighting research frontiers, along the immersion dimensions of system, narrative, and agency. Our discourse extends to stakeholders beyond the academic sphere, addressing the interests of technologists, instructional designers, and policymakers. We span various contexts, from formal education to organizational transformation to the new horizon of an AI-pervasive society. This keynote aims to unite the iLRN community in a collaborative journey towards a future where immersive learning research and practice coalesce, paving the way for innovative educational research and practice landscapes.
More Related Content
Similar to Passengers’ Perspective of Philippine Airlines Within Nueva Ecija
Virgin America is a small airline that has received awards and accolades but is not classified as a major carrier by the DOT due to not meeting the $1 billion revenue requirement. To be considered major, an airline also must meet DOT standards for baggage handling, on-time performance, and other operational metrics. Virgin America aims to continue its growth and success to eventually achieve major carrier status.
Service quality and customer satisfaction at kenya airways ltdAlexander Decker
- The document discusses a study that explored key determinants of customer satisfaction for passengers at Kenya Airways.
- The study found that factors like luggage security and safety, proper communication about flight status, food variety, and communication about weather conditions significantly increased passenger satisfaction.
- Compassion shown to disabled passengers onboard also notably increased satisfaction levels.
Service quality and customer satisfaction at kenya airways ltdAlexander Decker
- The document discusses a study that explored key determinants of customer satisfaction for passengers at Kenya Airways.
- The study found that factors like luggage security and safety, proper communication about flight status, food variety, and communication about weather impacted customer satisfaction levels. Weather conditions and compassion shown to disabled passengers also significantly increased satisfaction.
- The study contributes to understanding the relationships between customer satisfaction and service quality in the airline industry. It provides strategic insights for managing customer satisfaction.
The document discusses the history and growth of Delta Airlines from its founding in 1924 as a crop dusting company to today as a major global airline. It notes that Delta has over 800 aircraft, carries over 170 million customers annually, and operates flights to over 57 countries. The summary emphasizes that Delta has positioned itself as a socially responsible company through initiatives like modifying aircraft for the war effort in 1942 and being ranked one of the top 50 most admired companies by Fortune magazine in 2015.
Airline image and service quality effects on traveling customers’ behavioral ...Alexander Decker
This study examines the effect of airline image and service quality on customers' behavioral intentions in Jordan.
The author conducted a survey of 48 questions to analyze these relationships. The main findings were that airline
image has a significant effect on customers' behavioral intentions at a significance level of α ≤ 0.05. Additionally,
service quality was found to have a significant effect on customers' behavioral intentions at a significance level of
α ≤ 0.05. The study aims to provide insights into how airline marketing variables influence passenger behavior to
help airlines better meet customer expectations and needs.
Airline Food Quality Improvements At The Food IndustryLisa Brown
- The document discusses airline food quality improvements and how understanding consumer preferences can help airlines tailor their food offerings. It analyzes how collecting market research and customer feedback can help a struggling airline improve perceptions of its food. The analysis identifies constructs to measure acceptability of airline food and how culinary options and opinions shape perceptions.
Great customer experiences are planned, designed and actively managed. Companies that consistently deliver, and improve upon, positive experiences have three things in common: customer insight, a customer culture, and a “designed” customer experience. The paper advocates how organizations must deliver a rich, personalized cross-channel experience with seamless integration across all touch points
This document provides an overview of the Indian airline industry and analyzes Kingfisher Airlines. It begins with a PEST analysis of the industry and an introduction to Kingfisher. Next, it covers the 7 P's of Kingfisher's marketing strategy and analyzes the airline using tools like the industrial lifecycle model, SWOT analysis, Porter's 5 forces, and a competitor analysis. It concludes with recommendations for Kingfisher's future growth.
How can airlines improve the customer experience, revive brand loyalty and undo the effects of years of cost-cutting?
Read more and watch videos>> http://bit.ly/FoAT
An emprirical investigation into factors affecting service quality among indi...iaemedu
This document summarizes a study that investigated factors affecting service quality among Indian airline service providers. A survey was conducted of 200 passengers at Coimbatore Airport to determine the significant factors influencing their perceptions of service quality. The top five factors identified were price, politeness of crew members, consistency between communications and experiences, check-in of luggage, and convenience of flight timings. The study concluded that passengers perceive service quality as a combination of physical, interaction, and corporate dimensions, which all need equal priority from Indian airline providers.
An emprirical investigation into factors affecting service quality among indi...IAEME Publication
This document summarizes a study that investigated factors affecting service quality among Indian airline service providers. A survey was conducted of 200 passengers at Coimbatore Airport to determine the significant factors influencing their perceptions of service quality. The top five factors identified were price, politeness of crew members, consistency between communications and experiences, check-in of luggage, and convenience of flight timings. The study concluded that passengers perceive service quality as a combination of physical, interaction, and corporate dimensions that all must be prioritized by Indian airline providers.
Running Head: IN-FLIGHT SERVICES 1
IN-FLIGHT SERVICES 2
In-flight Services:
Course:
Instructor:
Institution:
Date:
Introduction
The aviation airline industry is a constant changing industry thriving to gain competitive advantage through strategy and innovation. The main focus is for an airline industry to stand out and attract customers. The customers are the reason why companies such as Virgin, Jet Blue, AirTran, Delta and Hawaiian airlines are at the top of the food chain. Providing unique customer experience is one of the many ways that organizations exploit to gain competitive advantage. Customer experience while using organization products or services has been transformed into an art within the business environment (Saha & Theingi, 2009). The art of customer experience aims at establishing the best customer satisfaction. Airline industries are not spared by the new art of establishing the best customer satisfaction. In fact Airline industry is one of the many industries that embrace the art of customer satisfaction since it deals with actual handling of customers. Every unit of the airline organization must be well interlinked so as customer satisfaction remain a priority at all the time.
Every airline organization should focus on ways that provide the safest, dependable and pleasurable air transport. Achieving the objective would ensure that the airline becomes a unique organization of choice for many either locally or internationally. Airline industries have divergent areas that must be considered in effort to achieve the desired level of customer satisfaction (Zeithaml, Bitner, & Gremler, 2009). The different areas can be categorised into three main phases. The three main phase include, pre-flit, in-flight and post-flit. This paper will explore on various ways that airlines can exploit to improve on in-flit customer satisfaction.
In-flit situation
Before exploring any form of customer satisfaction, airline management must first appreciate that the diversity of needs for their customers. The needs in this case involve the motivations that forces one into using air transport instead of other modes of transport. The diversity remains a major challenge for majority of airlines seeking to achieve best level customer experience and satisfaction. Different people have different reasons behind them using air transport. The various reasons may be categorised into three main groups (Atilgan, Akinci, & S. Aksoy, 2008). First category involves those travelling for pleasure and status. Travellers in this group always use air transport as way of achieving personal pleasures. The second group involves individuals who travel for business or work related activities. This group of travellers have unique preferences that airline organizations must meet so as to make them fully satisfied.
The ...
Low-cost carriers offer low fares by eliminating traditional services to reduce operating costs. They originated in the US before spreading to Europe in the 1990s and elsewhere. India's aviation industry has grown rapidly due to factors like increased domestic travel and tourism. Low-cost carriers like Go Air, IndiGo, and SpiceJet have increased airline competition and made air travel more affordable and accessible in India.
This document discusses passenger experience for airlines. It outlines current challenges in the airline industry, competitive strategies adopted by airlines, and dimensions of the airline passenger lifecycle. It also provides examples of leading practices from global airlines, such as using social media for ticket reservations, mobile check-in services, customer forums for brand building, exclusive airport lounges, and innovative loyalty programs. The overall goal is to evaluate drivers of experience for airline passengers.
The document provides an overview of the Indian airline industry and an analysis of Kingfisher Airlines. It discusses the PEST analysis of the industry and Kingfisher, the 7 Ps of marketing for Kingfisher, Porter's 5 forces analysis, and recommendations using Ansoff's matrix. Kingfisher targeted the domestic luxury segment but had low load factors, high costs, and faced fierce competition. The ROI for Kingfisher was low due to overspending and it struggled to generate expected returns.
This document provides an overview of brand management strategies for Singapore Airlines. It discusses Singapore Airlines' vision and mission, the macroenvironmental factors it faces, its segmentation, targeting, positioning, marketing mix (4Ps), and branding journey. Key aspects of its brand strategy include a focus on premium service, innovation, and positioning through the iconic "Singapore Girl" symbol. The airline maintains a young fleet of fuel efficient aircraft and strives to be a leader in passenger experience through amenities and technologies.
The document discusses a research project analyzing the effects of the 2009 economic recession on Emirates Airlines. The research aims to identify the major impacts on high-cost airlines during the recession and how it affected customer demand. A survey was conducted collecting data on travel patterns before, during, and after the recession. The analysis found that while profits declined, most customers' travel plans were not significantly impacted as Emirates cut prices. Recommendations include better analyzing financial changes and conducting market research during economic downturns.
This document contains a term paper on airline services that was prepared for a marketing professor. It includes sections on group profile, letter of transmittal, acknowledgements, contents, literature review, objectives, methodology, hypotheses development, proposed model, and results of regression analysis. The key findings are that service quality, value, and customer satisfaction have a significant positive impact on customer behavioral intentions, while customer sacrifice has a negative impact. The study aims to analyze factors affecting customer purchase decisions and develop a model showing the relationship between explanatory and dependent variables related to airline service usage.
The Future of Airline Retail - Fast Future Report 19 07 11Rohit Talwar
This document summarizes key discussions from an airline retail conference. Six main challenges were identified: 1) continued economic uncertainty, 2) deepening customer insight, 3) driving innovation to increase customer relationships and revenue, 4) leveraging new technologies, 5) rethinking traditional offerings, and 6) evaluating revenue sharing between airlines, airports, and suppliers. New technologies like Wi-Fi, seatback displays, tablets, and smartphones were discussed as ways to engage customers, sell virtual products, and drive additional revenue. Traditional aspects like brochures, retail carts, and food were also discussed in terms of innovation.
Similar to Passengers’ Perspective of Philippine Airlines Within Nueva Ecija (20)
EWOCS-I: The catalog of X-ray sources in Westerlund 1 from the Extended Weste...Sérgio Sacani
Context. With a mass exceeding several 104 M⊙ and a rich and dense population of massive stars, supermassive young star clusters
represent the most massive star-forming environment that is dominated by the feedback from massive stars and gravitational interactions
among stars.
Aims. In this paper we present the Extended Westerlund 1 and 2 Open Clusters Survey (EWOCS) project, which aims to investigate
the influence of the starburst environment on the formation of stars and planets, and on the evolution of both low and high mass stars.
The primary targets of this project are Westerlund 1 and 2, the closest supermassive star clusters to the Sun.
Methods. The project is based primarily on recent observations conducted with the Chandra and JWST observatories. Specifically,
the Chandra survey of Westerlund 1 consists of 36 new ACIS-I observations, nearly co-pointed, for a total exposure time of 1 Msec.
Additionally, we included 8 archival Chandra/ACIS-S observations. This paper presents the resulting catalog of X-ray sources within
and around Westerlund 1. Sources were detected by combining various existing methods, and photon extraction and source validation
were carried out using the ACIS-Extract software.
Results. The EWOCS X-ray catalog comprises 5963 validated sources out of the 9420 initially provided to ACIS-Extract, reaching a
photon flux threshold of approximately 2 × 10−8 photons cm−2
s
−1
. The X-ray sources exhibit a highly concentrated spatial distribution,
with 1075 sources located within the central 1 arcmin. We have successfully detected X-ray emissions from 126 out of the 166 known
massive stars of the cluster, and we have collected over 71 000 photons from the magnetar CXO J164710.20-455217.
Immersive Learning That Works: Research Grounding and Paths ForwardLeonel Morgado
We will metaverse into the essence of immersive learning, into its three dimensions and conceptual models. This approach encompasses elements from teaching methodologies to social involvement, through organizational concerns and technologies. Challenging the perception of learning as knowledge transfer, we introduce a 'Uses, Practices & Strategies' model operationalized by the 'Immersive Learning Brain' and ‘Immersion Cube’ frameworks. This approach offers a comprehensive guide through the intricacies of immersive educational experiences and spotlighting research frontiers, along the immersion dimensions of system, narrative, and agency. Our discourse extends to stakeholders beyond the academic sphere, addressing the interests of technologists, instructional designers, and policymakers. We span various contexts, from formal education to organizational transformation to the new horizon of an AI-pervasive society. This keynote aims to unite the iLRN community in a collaborative journey towards a future where immersive learning research and practice coalesce, paving the way for innovative educational research and practice landscapes.
Authoring a personal GPT for your research and practice: How we created the Q...Leonel Morgado
Thematic analysis in qualitative research is a time-consuming and systematic task, typically done using teams. Team members must ground their activities on common understandings of the major concepts underlying the thematic analysis, and define criteria for its development. However, conceptual misunderstandings, equivocations, and lack of adherence to criteria are challenges to the quality and speed of this process. Given the distributed and uncertain nature of this process, we wondered if the tasks in thematic analysis could be supported by readily available artificial intelligence chatbots. Our early efforts point to potential benefits: not just saving time in the coding process but better adherence to criteria and grounding, by increasing triangulation between humans and artificial intelligence. This tutorial will provide a description and demonstration of the process we followed, as two academic researchers, to develop a custom ChatGPT to assist with qualitative coding in the thematic data analysis process of immersive learning accounts in a survey of the academic literature: QUAL-E Immersive Learning Thematic Analysis Helper. In the hands-on time, participants will try out QUAL-E and develop their ideas for their own qualitative coding ChatGPT. Participants that have the paid ChatGPT Plus subscription can create a draft of their assistants. The organizers will provide course materials and slide deck that participants will be able to utilize to continue development of their custom GPT. The paid subscription to ChatGPT Plus is not required to participate in this workshop, just for trying out personal GPTs during it.
Phenomics assisted breeding in crop improvementIshaGoswami9
As the population is increasing and will reach about 9 billion upto 2050. Also due to climate change, it is difficult to meet the food requirement of such a large population. Facing the challenges presented by resource shortages, climate
change, and increasing global population, crop yield and quality need to be improved in a sustainable way over the coming decades. Genetic improvement by breeding is the best way to increase crop productivity. With the rapid progression of functional
genomics, an increasing number of crop genomes have been sequenced and dozens of genes influencing key agronomic traits have been identified. However, current genome sequence information has not been adequately exploited for understanding
the complex characteristics of multiple gene, owing to a lack of crop phenotypic data. Efficient, automatic, and accurate technologies and platforms that can capture phenotypic data that can
be linked to genomics information for crop improvement at all growth stages have become as important as genotyping. Thus,
high-throughput phenotyping has become the major bottleneck restricting crop breeding. Plant phenomics has been defined as the high-throughput, accurate acquisition and analysis of multi-dimensional phenotypes
during crop growing stages at the organism level, including the cell, tissue, organ, individual plant, plot, and field levels. With the rapid development of novel sensors, imaging technology,
and analysis methods, numerous infrastructure platforms have been developed for phenotyping.
The debris of the ‘last major merger’ is dynamically youngSérgio Sacani
The Milky Way’s (MW) inner stellar halo contains an [Fe/H]-rich component with highly eccentric orbits, often referred to as the
‘last major merger.’ Hypotheses for the origin of this component include Gaia-Sausage/Enceladus (GSE), where the progenitor
collided with the MW proto-disc 8–11 Gyr ago, and the Virgo Radial Merger (VRM), where the progenitor collided with the
MW disc within the last 3 Gyr. These two scenarios make different predictions about observable structure in local phase space,
because the morphology of debris depends on how long it has had to phase mix. The recently identified phase-space folds in Gaia
DR3 have positive caustic velocities, making them fundamentally different than the phase-mixed chevrons found in simulations
at late times. Roughly 20 per cent of the stars in the prograde local stellar halo are associated with the observed caustics. Based
on a simple phase-mixing model, the observed number of caustics are consistent with a merger that occurred 1–2 Gyr ago.
We also compare the observed phase-space distribution to FIRE-2 Latte simulations of GSE-like mergers, using a quantitative
measurement of phase mixing (2D causticality). The observed local phase-space distribution best matches the simulated data
1–2 Gyr after collision, and certainly not later than 3 Gyr. This is further evidence that the progenitor of the ‘last major merger’
did not collide with the MW proto-disc at early times, as is thought for the GSE, but instead collided with the MW disc within
the last few Gyr, consistent with the body of work surrounding the VRM.
The ability to recreate computational results with minimal effort and actionable metrics provides a solid foundation for scientific research and software development. When people can replicate an analysis at the touch of a button using open-source software, open data, and methods to assess and compare proposals, it significantly eases verification of results, engagement with a diverse range of contributors, and progress. However, we have yet to fully achieve this; there are still many sociotechnical frictions.
Inspired by David Donoho's vision, this talk aims to revisit the three crucial pillars of frictionless reproducibility (data sharing, code sharing, and competitive challenges) with the perspective of deep software variability.
Our observation is that multiple layers — hardware, operating systems, third-party libraries, software versions, input data, compile-time options, and parameters — are subject to variability that exacerbates frictions but is also essential for achieving robust, generalizable results and fostering innovation. I will first review the literature, providing evidence of how the complex variability interactions across these layers affect qualitative and quantitative software properties, thereby complicating the reproduction and replication of scientific studies in various fields.
I will then present some software engineering and AI techniques that can support the strategic exploration of variability spaces. These include the use of abstractions and models (e.g., feature models), sampling strategies (e.g., uniform, random), cost-effective measurements (e.g., incremental build of software configurations), and dimensionality reduction methods (e.g., transfer learning, feature selection, software debloating).
I will finally argue that deep variability is both the problem and solution of frictionless reproducibility, calling the software science community to develop new methods and tools to manage variability and foster reproducibility in software systems.
Exposé invité Journées Nationales du GDR GPL 2024
ESR spectroscopy in liquid food and beverages.pptxPRIYANKA PATEL
With increasing population, people need to rely on packaged food stuffs. Packaging of food materials requires the preservation of food. There are various methods for the treatment of food to preserve them and irradiation treatment of food is one of them. It is the most common and the most harmless method for the food preservation as it does not alter the necessary micronutrients of food materials. Although irradiated food doesn’t cause any harm to the human health but still the quality assessment of food is required to provide consumers with necessary information about the food. ESR spectroscopy is the most sophisticated way to investigate the quality of the food and the free radicals induced during the processing of the food. ESR spin trapping technique is useful for the detection of highly unstable radicals in the food. The antioxidant capability of liquid food and beverages in mainly performed by spin trapping technique.
The binding of cosmological structures by massless topological defectsSérgio Sacani
Assuming spherical symmetry and weak field, it is shown that if one solves the Poisson equation or the Einstein field
equations sourced by a topological defect, i.e. a singularity of a very specific form, the result is a localized gravitational
field capable of driving flat rotation (i.e. Keplerian circular orbits at a constant speed for all radii) of test masses on a thin
spherical shell without any underlying mass. Moreover, a large-scale structure which exploits this solution by assembling
concentrically a number of such topological defects can establish a flat stellar or galactic rotation curve, and can also deflect
light in the same manner as an equipotential (isothermal) sphere. Thus, the need for dark matter or modified gravity theory is
mitigated, at least in part.
When I was asked to give a companion lecture in support of ‘The Philosophy of Science’ (https://shorturl.at/4pUXz) I decided not to walk through the detail of the many methodologies in order of use. Instead, I chose to employ a long standing, and ongoing, scientific development as an exemplar. And so, I chose the ever evolving story of Thermodynamics as a scientific investigation at its best.
Conducted over a period of >200 years, Thermodynamics R&D, and application, benefitted from the highest levels of professionalism, collaboration, and technical thoroughness. New layers of application, methodology, and practice were made possible by the progressive advance of technology. In turn, this has seen measurement and modelling accuracy continually improved at a micro and macro level.
Perhaps most importantly, Thermodynamics rapidly became a primary tool in the advance of applied science/engineering/technology, spanning micro-tech, to aerospace and cosmology. I can think of no better a story to illustrate the breadth of scientific methodologies and applications at their best.
The use of Nauplii and metanauplii artemia in aquaculture (brine shrimp).pptxMAGOTI ERNEST
Although Artemia has been known to man for centuries, its use as a food for the culture of larval organisms apparently began only in the 1930s, when several investigators found that it made an excellent food for newly hatched fish larvae (Litvinenko et al., 2023). As aquaculture developed in the 1960s and ‘70s, the use of Artemia also became more widespread, due both to its convenience and to its nutritional value for larval organisms (Arenas-Pardo et al., 2024). The fact that Artemia dormant cysts can be stored for long periods in cans, and then used as an off-the-shelf food requiring only 24 h of incubation makes them the most convenient, least labor-intensive, live food available for aquaculture (Sorgeloos & Roubach, 2021). The nutritional value of Artemia, especially for marine organisms, is not constant, but varies both geographically and temporally. During the last decade, however, both the causes of Artemia nutritional variability and methods to improve poorquality Artemia have been identified (Loufi et al., 2024).
Brine shrimp (Artemia spp.) are used in marine aquaculture worldwide. Annually, more than 2,000 metric tons of dry cysts are used for cultivation of fish, crustacean, and shellfish larva. Brine shrimp are important to aquaculture because newly hatched brine shrimp nauplii (larvae) provide a food source for many fish fry (Mozanzadeh et al., 2021). Culture and harvesting of brine shrimp eggs represents another aspect of the aquaculture industry. Nauplii and metanauplii of Artemia, commonly known as brine shrimp, play a crucial role in aquaculture due to their nutritional value and suitability as live feed for many aquatic species, particularly in larval stages (Sorgeloos & Roubach, 2021).
hematic appreciation test is a psychological assessment tool used to measure an individual's appreciation and understanding of specific themes or topics. This test helps to evaluate an individual's ability to connect different ideas and concepts within a given theme, as well as their overall comprehension and interpretation skills. The results of the test can provide valuable insights into an individual's cognitive abilities, creativity, and critical thinking skills