A Study of Customer Relationship Management in Airlines
Wu, Man (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024051612755
https://urn.fi/URN:NBN:fi:amk-2024051612755
Tiivistelmä
The purpose of this study is to delve into the important issues in the field of airline customer relationship management (CRM) in order to propose effective management strategies and service optimization. The airline industry is becoming increasingly competitive and customer needs are evolving, so airlines urgently need to find more effective ways to meet customer needs and enhance customer satisfaction and loyalty.
Through the review of related literature and the theoretical framework, this study clarifies the background and objectives of the study, as well as the scope and boundaries of the study. In terms of theoretical framework, this study mainly draws on loyalty theories such as SERVQUAL's Customer Satisfaction Model, and the Customer Loyalty Pyramid, as well as market segmentation and positioning theories. In order to carry out this study effectively, various research methods such as literature review, questionnaires and interviews will be used to gain a comprehensive understanding of customer needs, satisfaction, loyalty and feedback. The timetable of the study will be organized according to multiple stages such as literature research, questionnaire design, data collection and analysis, and discussion of results.
Ultimately, this study will delve into the key issues of airline customer relationship management and propose corresponding solutions to provide airlines with instructive advice and management strategies. Through this comprehensive study of airline CRM, we expect to support and help airlines maintain their competitive advantage in the ever-changing market environment.
Through the review of related literature and the theoretical framework, this study clarifies the background and objectives of the study, as well as the scope and boundaries of the study. In terms of theoretical framework, this study mainly draws on loyalty theories such as SERVQUAL's Customer Satisfaction Model, and the Customer Loyalty Pyramid, as well as market segmentation and positioning theories. In order to carry out this study effectively, various research methods such as literature review, questionnaires and interviews will be used to gain a comprehensive understanding of customer needs, satisfaction, loyalty and feedback. The timetable of the study will be organized according to multiple stages such as literature research, questionnaire design, data collection and analysis, and discussion of results.
Ultimately, this study will delve into the key issues of airline customer relationship management and propose corresponding solutions to provide airlines with instructive advice and management strategies. Through this comprehensive study of airline CRM, we expect to support and help airlines maintain their competitive advantage in the ever-changing market environment.