Analysis of Service Quality and Customer Satisfaction, and Its Influence on Customer Loyalty.

Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.

A remote environment analysis and Industry environment analysis has been carried out for Qantas. As 80% of the total group’s revenue is “Passenger Revenue” and it operates in both Australia and overseas, the industry has been defined as domestic and international passenger airline industry.

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

Operations in international and/or foreign countries will create significant operational challenges. Differences in governing laws and regulations for the airlines industry, business, and employee relations will become challenging. Interpretation and intent for various laws can and will provide ambiguity that must be dealt with. Research shows that various international airlines continue to be plagued by high costs and poor service (Ramamurti & Sarathy, 2007).

Service Quality as described by (William G. Zikmund, 1993) “is the degree to which the performance of service provider’s matches customer expectations. It can also be defined as those essential characteristics of a service that measures its excellence”.

Mission: A strong distinguished airline through providing quality services to serve people and goods around the world with Indonesian hospitality

Customer Satisfaction and Loyalty has become, throughout years, not only an important marketing tool but also an integrated part of a company structure. Competition has become fierce and competitors in a market are trying constantly to prove that their products and services are better than others. Therefore, being able to satisfy and retain customers will definitely create a competitive edge over competitors but will also reduce cost while creating long term relationship with customers.

Singapore Airlines has a responsibility not only to be an excellent company, but also to be an excellent citizen of the world by enhancing the lives of the people they touch. To position the airline for continued growth in a globalizing industry while maintaining the airline’s loss free record. With that aim in mind, they

Loyalty is one of the core elements that drive sales and, as such, it affects economic commerce as well. This aspect is closely related to perceived service quality and customer service satisfaction.

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.

• Lower-cost airlines are finally finding the ingredients to succeed in intercontinental and business travel markets, validated by the operations of JetBlue, AirAsia X and Virgin Australia.

Airasia provides to its customers the basic flight carrier service and carry the customer ‘s purpose of traveling between different destinations, but at a lowest fare among other airlines.(AirAsia Annual Report, 2010) The customers of Airasia are mostly from low and middle class people in society. The

This chapter covers the theory for the concepts of service quality and service excellence and lays a foundation for Chapter 3 - Literature Review. The chapter begins by reviewing the concept of service quality and the related concepts such as service quality expectation, service performance and service outcomes. Then the concept of customer satisfaction as an outcome of service delivery is discussed.

Study the influence of Service Quality with product leads to customer loyalty in Telecom Sector (Ufone)

Singapore Airlines is one of the world 's leading carriers with an advanced fleet and it is internationally respected as the innovative market leader combining a quality product with excellent service .Being a international company in the competitive International business environment ,it has to face a number of competitions ,challenges ,changing environmental trends and options .To deal with these issues ,SIA pursue a number of management strategies while maintaining it’s key resources and secret of success. This report will analyse the Singapore Airline’s corporate strategy ,business environment ,key resources,key success factors and issues facing by the company.