Norwegian airline operator has been offering airline services for quite a long time, frequently among the Scandinavian countries. However, the condition for service quality has been deteriorating for the last couple of decade. Despite the many researches done to dig out the factors that could be adjusted to favour service quality, not much has been seen to change.
This study was aimed at conducting an exploratory survey in the grounds of the Norwegian company to find out the recommendations for the company’s quality service. We issued self-governed questionnaires to the customers at the waiting room, who were rather waiting for flight take off. A focus group discussion was also conducted by the group to engage the passengers in a dialogue that involved customer service quality expectations and perceptions. During the survey period which took six days, we interacted with the customers and show them the need for their genuine response towards the questions asked. A well elaborated questionnaire was distributed to the customers who answered them as they awaited the operator services. The customers answered the questions at their own pace, giving their opinions independently. The sampled population was made-up of 120 customers taking on flights among the Scandinavian countries at Oslo Airport.
The answers were analysed and deductions made from the analysis. The services expected offered by the company were rated along with the customers’ expectations and that was what could only measure customer satisfaction for services offered by Norwegian airline service. SERVQUAL system was used to calculate the relationship between customer expectations and perceptions. Some mathematical implications of mean and standard deviations also added some weight on the relationship between the company’s present status and customer perception.
Inhaltsverzeichnis (Table of Contents)
- Introduction
- Study framework
- Significance of the study
- Literature review
- Behavioural Consequences of Service Quality
- SERVQUAL System
- Research Approach
- Research Design
- Scientific Approach in Relation to Service and Quality
- Delimitations
- Role of Various Parties during the Research
- Sampling
- Data analysis
- Data Processing
- Outline of the Data
- Data Analysis
- Discussion of Results
- Marketing Implication
- Restrictions
- Conclusions
- Appendices
- Work cited
- The role of customer expectations and perceptions in service quality
- The impact of technology on service delivery and customer satisfaction
- The importance of understanding and addressing service quality loopholes
- The relationship between service quality and business profitability
- The challenges of balancing profit maximization with customer satisfaction in a competitive market
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This dissertation aims to explore the challenges of delivering quality services in the airline industry, focusing on balancing customer expectations and perceptions. The study utilizes a case study of Norwegian Airlines to gain insights into the factors influencing service quality and identify recommendations for improvement. Key themes investigated include:Zusammenfassung der Kapitel (Chapter Summaries)
The introduction lays out the foundation for the dissertation, highlighting the importance of customer service in business expansion. It addresses the existing literature on customer service improvement strategies and identifies a gap in understanding how to practically implement these strategies, particularly in the airline sector. The chapter explores the need for shifting from traditional personalized service to web-based solutions and emphasizes the role of technology in advancing customer service.
The "Study Framework" chapter outlines the objectives and methodology of the dissertation. It clarifies the significance of the study, highlighting the lack of focus on identifying service quality loopholes in previous research. The chapter outlines the research design, including the use of SERVQUAL system to analyze customer expectations and perceptions.
The "Literature Review" chapter delves into existing research on service quality, particularly focusing on behavioral consequences of service quality and the SERVQUAL system. It examines the various factors impacting customer service quality and discusses the implications for business profitability.
The "Research Approach" chapter details the methodology used in the study, including the research design, data collection methods, and data analysis techniques. It outlines the specific procedures employed to gather information from Norwegian Airlines customers, including questionnaires and focus group discussions.
The "Discussion of Results" chapter analyzes the collected data, presenting the findings and insights regarding customer expectations, perceptions, and the relationship between service quality and customer satisfaction.
Schlüsselwörter (Keywords)
The dissertation focuses on the key concepts of customer expectations, service quality, customer satisfaction, customer loyalty, profitability, technology, and SERVQUAL system. It delves into the airline industry and utilizes a case study of Norwegian Airlines to analyze the challenges and opportunities in delivering quality services.- Quote paper
- Calvin Monroe (Author), 2012, Challenging in Delivering Quality Services: Balancing Customer Expectations and Perceptions in Airline Industry, Munich, GRIN Verlag, https://www.grin.com/document/269412
-
Upload your own papers! Earn money and win an iPhone X. -
Upload your own papers! Earn money and win an iPhone X. -
Upload your own papers! Earn money and win an iPhone X. -
Upload your own papers! Earn money and win an iPhone X. -
Upload your own papers! Earn money and win an iPhone X. -
Upload your own papers! Earn money and win an iPhone X. -
Upload your own papers! Earn money and win an iPhone X. -
Upload your own papers! Earn money and win an iPhone X. -
Upload your own papers! Earn money and win an iPhone X. -
Upload your own papers! Earn money and win an iPhone X. -
Upload your own papers! Earn money and win an iPhone X. -
Upload your own papers! Earn money and win an iPhone X.