Improving Customer Satisfaction, case Tiger Airways
Ngo, Thi (2011)
Savonia-ammattikorkeakoulu
2011
Creative Commons Attribution-NoDerivs 3.0 Unported
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201105259645
https://urn.fi/URN:NBN:fi:amk-201105259645
Tiivistelmä
The main objective of the thesis was to assess the level of customer satisfaction of the airline company Tiger Airways, which is a low-cost airline with a considerable number of dissatisfied customers. In the study the theories of customer satisfaction were reviewed for providing solutions for the airline to reduce the number of discontented customers.
To analyze the current situation of the airline company’s customer satisfaction the quantitative research method was used. The research material was collected by online questionnaires and an open interview on the Internet. The survey was directed both to the customers and the employees of Tiger Airways. In addition, secondary data was used in the study. The theoretical framework consists of a literature review on customer satisfaction, the research method and a review on the airline management.
The results of the research revealed that Tiger Airways respondents complained mostly about uncomfortable delays and inadequate customer service. However, according to the representatives of the airline company a low-cost airline can be expected to provide services at a certain level only.
In conclusion, based on the customer satisfaction theories, the importance of customers for profitable business operations is emphasized to provide suggestions for the airline. The suggestions are presented to strengthen the company’s customer loyalty. The suggestions include specific strategies for delays and general improvement of the customer service and employee training.
To analyze the current situation of the airline company’s customer satisfaction the quantitative research method was used. The research material was collected by online questionnaires and an open interview on the Internet. The survey was directed both to the customers and the employees of Tiger Airways. In addition, secondary data was used in the study. The theoretical framework consists of a literature review on customer satisfaction, the research method and a review on the airline management.
The results of the research revealed that Tiger Airways respondents complained mostly about uncomfortable delays and inadequate customer service. However, according to the representatives of the airline company a low-cost airline can be expected to provide services at a certain level only.
In conclusion, based on the customer satisfaction theories, the importance of customers for profitable business operations is emphasized to provide suggestions for the airline. The suggestions are presented to strengthen the company’s customer loyalty. The suggestions include specific strategies for delays and general improvement of the customer service and employee training.