Quality Management: Cathay Pacific Airways

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

Cathay Pacific might present a complementary budget airlines subsidiary or alliance which offers essential carrier services with a lower fare. It will broaden its market share through an affordable price. This option extends its proportion of the entire industrial sales through minimum investments with maximum profitability. But it might be blemished likewise because the brand of C.P. was not initiated for budget traveling.

Customer service plays a vital role in the running of this organisation. As they have many competitors they try extremely hard to stand out above the rest with their customer service approach. They use the slogan ‘Every little helps’ to

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

Customer Service: Our business is built on the premise of achieving 100% customer satisfaction and developing a long-term

Passionate about exceeding the delivery of our customers’ service expectations by providing the very best in professional, value

Seeing HK Express is the only LCC in Hong Kong, it is predicted to get its new market for Hong Kong, including points in Myanmar, Laos, and the Pacific Islands. Right now, HK Express does nearly two-thirds of its flying to Japan, once a lucrative market for Cathay.

This essay is to articulate an understanding in techniques and tools towards the enhancement substantial quality and excellent customer service within organizations. Also identifying technical, management and organization, tests improving business programs.

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.

Cathay Pacific Airways Limited, which is managed by the Swire Group, is the largest airline and flag carrier of Hong Kong. The company with over 14,000 staff worldwide now, was founded by 1946. It based at Hong Kong International Airport, and its operations include scheduled passenger and cargo services to over 120 places around the world.

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

Defining themselves as “international airlines” capable of providing for passengers of any language or race appears to be another important point of parity. In this case, we can also see that Cathay Pacific finds it necessary to highlight this specific point-of-parity in several of their statements as they are based in a country that speaks in a different native language from most of the world. Similar attempts have been made by British Airways, which is based in an English speaking country but flies to all 6 permanently inhabited

China has a rapidly growing aviation sector from 2600 aircraft to 4500 in the next five years (GTIN, 2011)

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”.

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these