Qantas Airline Essay Example | Topics and Well Written Essays - 2250 words

Qantas Airline - Essay Example It also included information about the competitors of Qantas and whether they were facing the same problem. It also discussed about other International affairs connected to problem. History: Qantas Airline established in the Queensland back in 1920, registered originally as the Queensland and Northern Territory Aerial Services Limited (QANTAS) building a reputation in safety, operational reliability, engineering and maintenance, and customer service. Qantas is widely regarded as the world's leading international airline and one of the strongest brands in Australia. It also operates subsidiary businesses including other airlines, and businesses in specialist markets such as Qantas Holidays and Qantas Flight Catering. By 1995, the year in which Qantas celebrated its 75th anniversary, the vision of the two young war pilots who founded their bush air service in 1920 had evolved into one of the world's great airlines (wekipedia.org, 2006). Some of the airline's important recent achievements include the 50th anniversary of full Qantas services on the Kangaroo route between Australia and United Kingdom and the 50th anniversary of services to Japan in 1997. Developments: The future holds many challenges for Qantas - maintaining safe operations and world-class product standards while building a viable and competitive position long term for the airline. In December 1992 the Government announced that British Airways had successfully bid AUD 665 million for 25 per cent of Qantas. In February 1993 Qantas received 1.35 billion AUD capital injections from the Government. The British Airways purchase was completed in March 1993, setting the stage for partnership arrangements in many areas to achieve economies of scale. The following month the Qantas board decided to merge Qantas and Australian under the banner Qantas - 'The Australian Airline' (www.qantas.com.au, 2006). The airline sharply increased capacity allocated to Australian domestic routes to meet market growth and win back market share. It introduced a new cabin design for the core fleet as part of a comprehensive product update that also featured more comfortable seats, new menus and uniforms and expanded airport lounges. Problem: By the end of November 2005, sales of domestic section of Qantas International Airlines started decreasing by the rate of 2% (Nine MSN News, 2006). That was a huge disaster for the big giant of Australian economy. The inflation graph for Australia just got a straight line in it after that. Economy class as well as corporate level consumers starts to shift themselves to other airlines such as virgin airlines and others. When it comes to sales, this is a huge disastrous point for the administration and what's beyond that is presented in this marketing research report and I tried my best to put everything relevant to this issue in this paper. Research Question: Why sales of Qantas started decreasing in 2006 What are the factors that are affecting the strong market giant of Australia's business Are competitors of Qantas are facing the same problem Is there any other International affair is connected to that problem Research Design: My research will revolve around a typical survey questionnaire (Appendix A) that will be given to people who opted Qantas as

Reserch proposal Dissertation Example | Topics and Well Written Essays - 2750 words

Reserch proposal - Dissertation Example Recently Saudi airlines have been criticized to be losing its customers due to their inferior customer service quality and poor price strategy. Customer is the heart and soul of any business organization, and if they are not pleased with the service or end product, then the business is doomed to failure. Any business needs to be revolving around the key concepts of customer satisfaction and customer loyalty. If customers are satisfied about a product or service, they keep coming back for more and also can attracts more customers from the potential market. Big airline companies like Saudi airlines, need to keep monitoring their quality of service in order to be top in the airline industry. They should make best use of the CRM programs to enhance their customer relation as well as profitability. According to (Avidian Technologies,2004) â€Å"Good CRM allows all of the information obtained to be shared among both the sales force and the entire company. The right CRM software should com bine all the elements of Customer Relationship Management, Sales Force Automation (SFA), and Contact Management†. Research Context I)Aim and Objective of the study The aim of this research is to assess the importance of the quality of service in improving customer service and loyalty in an airline service company. ... 2) To identify the research questions needed to be put forward in order to establish the research study. 3) Prepare a research design and data collection method. Specifically the questions which will be put forward in the research proposal will be as follows. 1. To what extend is the customers of Saudi Airlines satisfied with the customer service delivered by them? 2. Are the customers of the Saudi Airlines at the risk of leaving the airline? II) Relationship of service quality with customer satisfaction and loyalty Customer satisfaction is a very important criterion in any airline service, as this is the factor which helps in building the loyalty and the goodwill for the company. An unsatisfied customer is the root cause for the degradation of any service based industry. A good customer service is not just about profitability, but it is about how much value a business gives to its customer needs and requirements. Customer service definitely has to have access to the customer marketi ng database. Saudi Airlines being a top listed airline did not give much attention on the needs of the customer but took them for granted. It is seen that many complaints occur from customer as to flight delays, low service from cabin crew, inferior seating arrangements and poor welcoming services A customer is paying for a quality travel and if the airline is not considering on the quality of service, then they will lose the current customers as well as the potential future ones too. They have to know what each customer has bought in the past, and what they would expect in future. They have to have a record of past complaints and compliments. Customer is the soul of a business firm, and if they are treated well, then