Impact Of Passenger Services In Ethiopian Airlines Market

TABLE OF CONTENTS

Contents Page No.

Chapter I..........................................................................................1

1. Introduction 1

1.1 The need for the study 3

1.2 Significance of the study 4

1.3 Statement of the problem 4

1.4 Hypothesis 5

1.5 Objectives of the study 5

1.6 Scope of the study 6

1.7 Methodology 6

1.8 Tools of analysis 7

1.9 Organization of the study 7

Chapter II.........................................................................................8

2. Review of related literature 8

2.1 Customers 8

2.1.1 Types of customers 9

2.1.2 Types of offers made to customers 9

2.2 Service Marketing 10

2.2.1 Service standards 10

2.2.2 Service objectives & standards 11

2.2.3 Setting the strategy 11

2.2.4 Consistency of service 11

2.2.5 Principle of superior service 12

2.3 Customer service 14

2.3.1 Implementation of customer service 15

2.3.2 The objectives of customer service in an airlines 15

2.3.3 Purpose of customer service activities in an airlines 15

2.3.4 The need for change in service business 16

2.3.5 Establishing a customer service strategy 17

2.3.6 Hiring, Training & keeping the right people 17

2.3.7 Managing the material service delivery processes 17

2.3.8 Instituting continuous improvement processes 18

2.3.9 Manager's role 18

2.4 Satisfaction............................................................................18

2.4.1 Satisfaction and delight 19

2.4.2 Delighting the customer 19

2.4.3 Factors that make customers satisfied or dissatisfied 19

2.4.4 Measurement of satisfaction 20

2.4.5 Tools for tracking & measuring customer satisfaction 20

2.4.5.1 Compliant and suggestion systems 20

2.4.5.2 Customer satisfaction surveys 20

2.4.5.3 Ghost shopping 21

2.5 Complaints 21

Chapter III......................................................................................22

3. Background of Ethiopian Airlines 22

3.1 Ethiopian Airlines International passenger service cycle .......... 24

3.1.1 Reservation office 24

3.1.2 Ticket office 25

3.1.3 Cheek in counter 25

3.1.4 Boarding Gate 25

3.1.5 In-flight services 26

3.1.6 Arrival & Transit Office 26

3.1.7 Baggage Handling area 26

Chapter IV.......................................................................................27

4. Data presentation & analysis.........................................................27

4.1 Questionnaire analysis & interpretation 27

4.2 Analysis of interview questions 40

Chapter V........................................................................................46

5. Finding, conclusion & recommendation..........................................46

5.1 Findings 46

5.2 Conclusion 48

5.3 Recommendations 49

Bibliography.....................................................................................52

CHAPTER I

INTRODUCTION

The airline industry is operating in a highly competitive business environment. The airlines are now a days facing huge challenges in terms of increasing operational costs, high fuel prices and stiff competition.

In connection with this, satisfied customers, partners, suppliers and employees make a marked difference between an airline business success and failure. Armed with the customer survey feed back an airline business organization will be able to develop routes, programs and services that can turn satisfied customers in to loyal customers.

Not only are customer surveys essential for assessing and Improving customer loyalty, it is a well documented marketing fact that the very act of surveying customers can increase the likelihood of the demand for a given service to significant extent, [http://www.techlistings.net].

As Ethiopian airline is one of the international airlines, in order to operate better than its competitors, it should market its services effectively and efficiently in such a manner that can keep existing customers, attract potential customers and finally attain its business objectives.

While Ethiopian airlines faces very little or no competition in the domestic market, concerning its international operations in Africa, Middle East, and Europe the airline is facing fierce