Air Asia was originally founded by government on 2nd December in year 2001 and was bought by Tony Fernandes. Air Asia was established in year 1993 and has travel around the world in the hope of ascending to become the worlds best in year 2001. Air Asia continues to increase alternatives for low-cost aviation through tremendous innovation, efficiency and passionate approach to business with a route a network that extent through over 20 countries. Air Asia X, Thai Air Asia, Philippines’ Air Asia Inc., Air Asia Japan and Indonesia are companies that link with Air Asia in Malaysia. In addition, for the vision part in Air Asia, it aims to be the largest low cost air line in Asia by serving the 3 billion of people who are currently underserved …show more content…
Innovation in the service provided to the customers should be planned and carry out to maximize the business performance. The improvement in customer service (CS) for airlines business can be linked with the measurements of service quality like tangible features (TF), schedule, services provided by ground staff (GS) and flight attendants (FA), online services (OS), food services (FS) and level of passenger conciliation. According to Brown (1991), service quality (SQ) is difficult to define because of the intangible nature of the service offering. The definition of quality may differ from situation to situation and from person to person. In this study, CS towards SQ was focused on Air Asia Malaysia. By applying the measurements of SQ like TF, schedule, services provided by GS and FS, OS, FS and level of passenger conciliation, the researchers have identified the dimension of SQ that affects the CS. This dimension serves as the most critical dimension for Air Asia. By conducting this study, the information and results have practical implications for Air Asia’ managers as they can allocate company resources to make improvement for CS. 1.2 Problem Statement A focus of quality is important to service business and it has acted as a basic for organization to live the competition in order to get society’s
For different types of companies, quality might refer to quality of products or quality of service. Compares with quality of products, service quality is much more difficult to measure because service is intangible and acts and processes only existing in time. In addition, service has unique characteristic which cannot be found in products, such as customer influence, inseparability of production and consumption, heterogeneity, perishability and labor intensity (Nie & Kellogg, 1999). Even though, there are still many practitioners and academics are keen on measuring service quality because it has already emerged as a key strategic issue. Companies want to better understand service quality, and to establish methods for improving quality to achieve competitive advantage and build customer loyalty (Abdullah, 2006). Based on the importance of service quality, an increasing number of literatures and companies pay attention to measuring
Air Asia is the founder of low cost airlines in the Asia region since the advent of deregulation by Malaysian Government in late 90’s which in itself is a very important economic factor, without deregulation a low cost Airline cannot enter the market. For the reason that of Air Asia’s lower price, the factors affected are the
In 2001, AirAsia was founded by Tony Fernandes. After six years, Fernandes realized the company should create a airline separated from AirAsia to focus on the low cost long-haul market which he called AirAsia X. Azran Osman-Rani was appointed to the become the CEO of the newly established company. The company had an initial success by being the first mover. However, there were some problems that they had to face along the way as they were in a completely new market using an untried business model. One of the main challenges for the company is the protectionist measures taken by the Malaysian government to protect the national airline, Malaysia Airlines (MAS). The other major problem is the limitations on the general
This case analyses Prof. McPherson’s service experience with respect to two Airline carriers, which was not expected in this age of Network and Information Technology and also the service level expectations from the customers. First we analyze the setting/situation, issues Prof. McPherson experienced and his assumptions; and then try to address them. The bottom line: addressing such situations would improve efficiency, customer loyalty, brand name and increased profits
The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their
Air Asia leading airline was established with the dream of making flying possible for everyone. Since 2001, Air Asia has swiftly broken travel norms around the globe and has risen to become the world’s best. With a route network that spans through to over 20 countries, Air Asia continues to pave the way for low-cost aviation through our innovative solutions, efficient processes and a passionate approach to business. Together with our associate companies, Air Asia X, Thai Air Asia, Indonesia Air Asia, Philippines Air Asia and Japan Air Asia.
Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in
Any good businessman understands one thing-if he understands nothing else-that customer service is vitally important to the continued survival of a company. In fact, ask any small business owner the secret of his success and the answer will usually have something to do with customer service. You can have the greatest product in the world, but if you don't work on customer service-making the customer's experience as good as it can be-then you are not going to sell very much. If a recent survey from the University of Michigan is correct, this seems to be a lesson lost on the majority of airline executives these days. In fact, with
To be able to adjust with stiff competition that keep increasing in the airlines market, airlines industries tend to come up with different approaches and strategies to be more competitive. Air Asia, like any other airlines adopt strategic approach to marketing and expand their market reach and give better and satisfying service delivery to their target market. Being an industry that considers differentiation strategy, Air Asia continue to focus on their low cost approach, frequently flights approach, guest convenience, ticketless services, easy payment channels, internet booking, reservations and sales offices, and authorized travel
Air Asia largest low cost with good value airline in Asia and serving the 3 billion people who are currently underserved with poor connectivity and high fares.
Identification of the key aspects of the business literature (e.g. service quality) to be underpins the study. This review should briefly cover the main ideas and business practice that will be considered. It should locate a sample of the some of the main sources and identify key critical issues that might arise. – Word Guide 750 – 1000.
Sureshchandra, Rajendran and Anantharaman (2002) identified five critical aspects of service quality from the customers point of view namely core service/service product, human element of service delivery, systematisation of service delivery, tangibles of service and lastly social responsibility in order to conceptualise service quality. Table 1 will further provide an explanation to the five critical aspects of service quality as outlined by Sureshchandra et al (2002).
Air Asia is one of main low cost airlines in the world. It’s based in Kuala Lampur Malaysia. It’s the biggest airline based in Malaysia and it has more affiliation in other airlines around the than another airline. They operate domestic and international services all around the world in more than 22 countries. Air Asia has been nominate as the cheapest to fly airlines in the world by New York Times Magazine, which as lowest as it’ll get.0.023 US dollars to be exact and it has been named as the “pioneer” of low cost airline in all over Asia. Plus they have sponsor Queens Park Rangers football team Barclay Premier League in the UK.