Home » Computer Science » DESIGN AND IMPLEMENTATION OF AN ONLINE SYSTEM FOR DOMESTIC FLIGHT CUSTOMER INFOR...

DESIGN AND IMPLEMENTATION OF AN ONLINE SYSTEM FOR DOMESTIC FLIGHT CUSTOMER INFORMATION MANAGEMENT SYSTEM

Sold By: Joe Project Store | Item Type: Project Material | Report this?  |  Attributes: 65 pages | 1-5 chapters | Amount: ₦5,000 | Marked useful: 5,112 times

Delivery: Within 24 hours

ABSTRACT

Airline industry has always been famous for its continuous struggle: cutting costs, managing fluctuating demand, keeping up with tight quality requirements while trying to maintain superior services and satisfy needs of various customer groups. Customer satisfaction has been on very low levels for decades. According to American Customer Satisfaction Index, airline industry scores lowest out of 47 other industries. However, the demand for air transportation has been stable and despite current economic crisis and such events as September 11, the growth reached 7.8% in 2011 (Datamonitor, 2011). In this struggling environment, airlines are forced to shift their focus towards customer oriented service quality (Chang &Yeh, 2002). It is extremely important for carriers not only to understand the perception of passengers of their service offerings, but as well find out what customers expect from the services (Chen & Chang, 2005) and what kind of services customers consider most important. In the airline industry, services are composed of very complex mix of intangibles as the airlines sell not physical objects but performances and experiences (Gursoy et al., 2005). Thus, service quality is a key to attract and keep loyal customers (Liou&Tzang, 2007; Chang &Yeh, 2002). This project views service experience as a process, starting with a search for a ticket and ending with post-flight services. All the steps a customer is taking during air transportation are listed and discussed. Service quality is created on each step of the process, and it is important to understand the customer preferences and expectations from the services. Evaluation of customer expectations based on two to five key quality requirements and analyzed using statistical methods to understand its relative importance to a target customer group chosen for a survey.

This material content is developed to serve as a GUIDE for students to conduct academic research
Find What You Want By Category:
Assignments
Business Plans
e-Books
Journals
Project Materials
Proposals
Seminar Reports
Term Papers

Delivery: Within 24 hours

Advertise Here

For advertisement, call 08168958821

Not what you were looking for? Perform a search

What's your project topic?

Comment on Facebook:

See More Computer Science Final Year Research Project Topics & Materials In PDF & Doc | iproject

More Project Material Departments