Factors Affecting Customer Satisfaction And The Contributing Factors

Flight Centre offers a very competitive price. The prices are usually are lower than its competitors when it comes to domestic and international flights. It provides the option of different prices ranges. These price ranges depend on the services that a customer requests. It provides economy class, business class, premium class, and first class price ranges. Due to its affordable prices and good services, it has grown to become a 13.5$ billion business comprising of more than 30 brands. It works had to keep up with the competition by providing best possible prices while ensuring customer loyalty (Flight Centre the Airfare Expert).

Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.

The current research will be a cross-sectional study using data collected at a single point. This design will measure the attitudes and experiences of consumers. In practice, the study will include elements of descriptive and analytical. Using this method, a random sample of consumers will estimate the prevalence of satisfied consumers receiving services from January 1, 2015, to January 1, 2016 at PMBH-SCU. Additionally, cross-sectional approach will allow the study to investigate the association between consumer satisfaction and the effectiveness service coordinators. This research will be implemented on February 20, 2016. Thus, participating consumers’ length of services must fill between a year, and (or) approaching termination. This study will conduct one measurement and will provide a “snapshot” of client satisfaction and the characteristics associated with

Other airlines would have to cut their costs by 29% to be able to compete direct with SWA, but have not been able to. SWA airlines would rather have a full plane of $49 seats rather than a ½ full plane of $200 seats.

Service in the aviation industry is measured by on-time performance, fewest lost bags and least number of customer complaints

Over the last several years the company has experienced a significant drop in customer satisfaction. According to the American Customer Satisfaction Index (ACSI), an independent

After the dissatisfying quality of service I received, it is unlikely I will use the airline for my future business trips and request compensation due to employee errors. As a small business owner, I constantly travel and called Jet Express Airlines direct to get the best price for my multiple stop trip. After three calls, I paid $172.50 over my original quote and when I mentioned it to Ashley, the third representative, she said, "Well, you could always take a bus from St. Louis to Nashville, couldn't you?"

This airline received a 2.0 star.  It had a reputation of having lost luggage, being late and bad service. No warning for customers flights is canceled. Other complaints would be in the food and beverage areas.

Via Skytrax, this airline has received a four-star ranking and was also termed as the “Best Airline in North America” for the fourth consecutive year in 2013.

Listed above are all statements and facts included on the ExpressJet fact sheet found on their public website. All of the information provided looks imposing because of the large numbers and then a polished list of core values such as “Treating people with dignity and respect” and “Working smart with commitment to continuous self-improvement” follows at the end of the page. Numbers and promises listed on a screen can go a long way to an average passenger surfing the internet looking for a flight, but it is important to know if the quality and efficiency of an airline holds true to what is promised. Through research, comparison, and the analysis of its history, ExpressJet Airline’s promises will be put to the test. If the results show, the airline could be deemed efficient, safe,

Another area for concern is that primary data suggests that passenger dissatisfaction has tended to originate from passengers of certain nationalities. This suggests a tendency shown by certain cultures for external expression. This is an important consideration as studies have indicated that complaints received are only the tip of the iceberg; a company could stand to lose up to 96% of its unhappy customers.

This paper hopes to delve into the Jetblue Customer Service delivery breakdown, from February 14, 2007, that nearly caused the company to collapse. It will look at the customer service aspect and compare the expectations of what the customer had come to expect and what the company actually delivered. It will look into the customer service, that lead to JetBlue’s early success and competitive edge against other airlines. It will examine if the Low-Cost Airline can continue to maintain its High-Frills Status. It will look at the impact the breakdown had on the customers, stakeholders, the role ambiguity on how the employees and managers used to handle situations with their wait and see mentality, and the lack of perceived situational control from its employees. We will attempt to predict what JetBlue should try and prepare for and I will give my personal opinion on JetBlue’s response to the breakdown in service in regards to the customer service communication gap and my recommendations with moving forward.

The airline industry is interpreted as being very unstable due to the immediate reaction to tragedies. The airline industry was affected following the September 11th tragedy and it affected other industries indirectly. The airline industry plays a key role in

United Airlines is the most significant airline in the U.S. It has thousands of daily trips around America. However, passengers find many issues on their flights at first class. Unfortunately, complaints against airlines in the U.S. soared 70%. There are many problems happen before and during flights with passengers, such as poor services for passengers, bad quality of food, uncomfortable seats, and delay of baggage when the flight arrives.

The current 2014 North America Airline Satisfaction Study of J.D. Power and Associates just found the passenger satisfaction on an all-time high . According to J.D. Power, customers didn’t blame the airlines for cancellations due to bad weather at the beginning of the year and become more and more used to pay additional fees during their trip. Hence, fees for checked baggage, preferred seating etc. lost their negative effect on travelers’ mood. Also, the study brought forward that some of the dissatisfaction of facing those fees is reduced by new services like in-flight Wi-Fi or self check in. Still, the investigators found that the satisfaction level of airline passengers is far lower than those of hotel, rental car or credit card customers(Velasco, 2014). Numerous surveys and research studies regarding the connection between airlines’ service levels and their customers’ satisfaction were carried out prior to this this paper. Mohamad Rizan analyzed the service quality and customer satisfaction of Indonesian domestic airlines. He found both variables significantly influencing customers’ loyalty (Rizan, 2010). Myungsook An and Yonghwi Noh investigated the impact of the quality of in-flight services on customer satisfaction and loyalty in different seat classes of Korean airlines. The food