Firstly, I would like to take about the customer service and satisfaction at Air & Sea Travel Center. Air & Sea Travel Center has a great amount of repeating client, our royal customer always come back to us because our great customer services. We have suppliers like Hawaiian Airline, Asiana Airline, China Airline, Marriott Hotel and other service suppliers that we could offer to our valued client. We make sure that every special request from our value client should deliver to the service supplier so that our clients could receive what they requested and wished upon their arrivals and departs. The impact of customer service on customer satisfaction is huge, that is one of the reasons why Air & Sea Travel Center has knowledgeable Tour Consultants, …show more content…
The last step is to make sure that our client enjoyed and happy with our services, we would do a customer satisfaction survey to check if they satisfy with the service we provided. We learn through from the feedback of the survey, we continue to provide a specific service like the hotel, the restaurant that most of our client felt they loved it, and we adjust what service should be improved in order to achieve client pre-trip, in-trip, and post-trip …show more content…
I remember the change from using pen for essay papers in old times to computer-typing essay now in today makes a difference. Even for the business in today’s world, it is important. What I learned from TIM 302, Information Systems Technology, Professor Lawler had been talked about technological innovation had a great impact to travel agency, hotels, and restaurants. A lot of travel agency was shut down because lesser and lesser people would need someone to plan for their trip, buying flight tickets, or make hotel reservations because the internet makes this world simpler for the new generation, but the Baby Boomer and the Generation X, as what I talked about a generation will end, the business should keep in updated in order to survive in this industry. What I saw in the Air & Sea Travel Center, they do have the use of telephone for communication, they have shared various tour information, they have printer and fax. Although, the business website has various updated tour information, but online user is not able to book the tour through the website that they need to meet the Tour consultant in person in order to purchase the tour package. As social media becoming a tool to attracting new customer, Air & Sea Travel Center should improve social relationship with online users. When I look at the reviews on yelp.com, there are couple 1 or 2-star review about the business, I saw most of other organization would
Saha, G. C., & Theingi. (2009). Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand. Managing Service Quality , 19 (3), 350-372.
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
Customer satisfaction is what makes a customer come back again for another experience. The customers know the kind of treatment they are going to receive before they enter the store.
“The first commercial flight in the United States occurred in Florida on Jan. 1, 1914, when Tony Jannus flew A. C. Pheil the 21 miles across the bay from St. Petersburg to Tampa in a two-seat Benoist at an altitude of 15 feet” (McDowell, 1995). It was no doubt an amazing breakthrough in the way that travel would be conducted from that very moment on. From 1783 when Jean Pilâtre de Rozier ascended about 500ft in a balloon and traveled approximately 5 ½ miles in 20 minutes (infoplease.com) to the dawn of the St. Petersburg-Tampa Air Line in 1914 was not an easy journey; this is the story of the men that made it possible.
Ever since the attacks of the World Trade Center and the Pentagon on September 11th 2001, America has never been the same. After this horrific event America has made many numerous changes to make sure that this would never happen again like making changes to air travel security to border protection changes and many government and leadership changes.
The Gaps Model of Service Quality was originally developed for application in the financial service sector. The model was designed to measure components of customer satisfaction by using five dimensions of real or potential gaps in service quality of a hotel (Saleh & Ryan, 1991). The model has been applied to hotels, as well as a number of service agencies, including banking, hotels, restaurants, and healthcare. Even though the services differ greatly, the model is easily adapted to any service industry (Parasuraman, Zeithaml, & Berry, 1985).
According to Lin, Jones, Westood, Reza and Samiei, “the rise of social media is because travel products are intangible goods and involve complex decisions associated with high costs, they are considered
I stand today in the skeletal remnants of a game changing and trend setting carrier that during its hey days connected 72 centers through 420 daily flights on 77 aircrafts. –Vijay Mallya
Wan Hai Lines, a shipping company was selected as an area for the study of business-to-business service quality because of its growing role in Penang. It is a maritime transportation service widely used by companies for export and import purpose around the world. Moreover, Penang port was seen as ideal location for this study. This study shall include the customer groups of shipping sectors from Penang. Industrial customers shall be selected randomly to participate in the survey to identify and measure their expectations and to what extend Wan Hai Lines the customers’ expectations are fulfilled.
AirAsia Berhad (AirAsia) is a leading Low-Cost Carrier in the Association of Southeast Asian Nations (ASEAN) region. AirAsia focuses on providing high-frequency services on short-haul domestic and international routes. The main goal of this paper is to analyse the business strategy of AirAsia as a low-cost airline. This paper aims to apply the management process of strategy and analyse the three levels of strategy by which AirAsia is able to maintain its reputation as the top Low-Cost Carrier (LCC) in Asia. This paper will then show how innovation is a key aspect in AirAsia’s strategy, and will finally consider the external environment framework in which AirAsia is succeeding.
Air transport is the conveyance of more recent development, and therefore the most modern. This implies the presence of very advanced technological conditions, standardized procedures developed computer worldwide. Rates, flights and destinations are included in international publications, which are available immediately via the Internet or with a simple call to airlines, travel agencies or freight forwarders. Despite these facilities, high costs in the operation, turn the air transport management in a very sensitive within the logistics system where one mistake can mean significant economic consequences appearance. Air transport, its high cost and capacity constraints, is appropriate for covering routes between middle and long distance and charge for shipping small, perishable goods, high value and urgent deliveries. Factors affecting demand for air traffic costs the airlines and therefore passenger fares and freight are included. In recent years the costs of airlines have been adversely affected due to increased insurance costs, in addition to the oil price hikes. Moreover changes i...
As with most things in life there seems to be only one thing constant, that is change. Just as in one’s personal life in their business or professional life is just as complex and ever changing. Today 's business environment requires that organizations, in order to remain successful, undergo changes more or less on a constant basis if they are to remain competitive. These changes may only be minor such as installing new software throughout the organization or it may be something major such as in refocusing the overall strategy of the organization. It is up to the change manager to effectively move the organization forward, at minimal cost, from its current state to its desired state in such a way that it will continue to be a successful thriving
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
Secondly, the social media has made it easier for businesses and business people such as bankers, business owners, brands, and even celebrities to communicate faster and to get things accomplished. Through social media interaction networks such as Twitter, Instagram, What...
What do the letters PESTEL stand for? Can you identify any links between some of these