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
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This study aims to explore and provide recommendations for improving service quality at Norwegian Air. It investigates the gap between customer expectations and perceptions of service quality, utilizing the SERVQUAL system and data collected through questionnaires and focus group discussions with passengers at Oslo Airport. The study seeks to identify practical and applicable strategies for enhancing customer service in the airline industry, moving beyond previous research that focused primarily on profit maximization.
- Improving service quality in the airline industry
- The gap between customer expectations and perceptions
- Practical strategies for enhancing customer service
- The role of technology in improving customer service
- Balancing customer satisfaction and profitability
Zusammenfassung der Kapitel (Chapter Summaries)
Introduction: This chapter introduces the topic of service quality in the airline industry, highlighting the increasing importance of customer service in business expansion and profitability. It discusses the limitations of previous research in providing practical guidance for service improvement and emphasizes the need for a more applicable approach. The chapter sets the stage for the study by outlining its focus on exploring and modifying existing customer service practices in the airline sector, particularly the shift towards web services and the utilization of technology to improve efficiency and communication.
Literature Review: This section provides a critical analysis of existing literature on service quality and its impact on various business sectors. It outlines previous studies conducted to address the improvement of customer service, analyzing both successful and unsuccessful strategies, and highlighting common shortcomings. This groundwork establishes the context for the current study and helps to identify the research gap the study aims to address. Particular attention is paid to the shortcomings of previous research in identifying practical, actionable steps for airline customer service improvement.
Research Approach: This chapter details the methodology employed in the study. It describes the use of both quantitative (questionnaires) and qualitative (focus group discussions) methods to gather data on customer expectations and perceptions of service quality at Norwegian Air. This section justifies the chosen approach, outlining the advantages of a mixed-methods approach for gaining a comprehensive understanding of the research problem. It explains the selection of Oslo Airport as the research site and the sampling strategy used to gather data from a representative group of passengers.
Data Analysis: This chapter outlines the data processing and analysis techniques used in the study. It describes how the collected data (from questionnaires and focus groups) was processed and analyzed to identify patterns, trends, and correlations between customer expectations and perceptions. It explicitly details the statistical methods (mean, standard deviation, and potentially SERVQUAL analysis) used to quantify the relationship between the airline's service delivery and customer satisfaction. The chapter lays out how the findings will be used to draw conclusions about areas for service quality improvement.
Schlüsselwörter (Keywords)
Airline service quality, customer expectations, customer perceptions, SERVQUAL, customer satisfaction, profitability, technology, web services, Norwegian Air, mixed-methods research.
Frequently Asked Questions: A Comprehensive Language Preview
What is the overall purpose of this study?
This study aims to improve service quality at Norwegian Air by identifying the gap between customer expectations and perceptions of service quality. It seeks to provide practical and applicable strategies for enhancing customer service in the airline industry, going beyond a sole focus on profit maximization.
What methods were used to collect data?
The study employed a mixed-methods approach, combining quantitative data (questionnaires) and qualitative data (focus group discussions) from passengers at Oslo Airport. This approach provides a comprehensive understanding of customer experiences.
What specific topics are covered in the study?
The study covers a range of topics, including: the significance of service quality in the airline industry; the SERVQUAL system for measuring service quality; the gap between customer expectations and perceptions; practical strategies for service improvement; the role of technology in enhancing customer service; and balancing customer satisfaction with profitability.
What is the significance of the SERVQUAL system in this research?
The SERVQUAL system is a key framework used in this study to measure and analyze the gap between customer expectations and perceptions of service quality at Norwegian Air. It helps quantify the relationship between service delivery and customer satisfaction.
What are the key findings or expected outcomes of the study?
The study aims to identify specific areas where Norwegian Air can improve its service quality. The results will provide practical recommendations for enhancing customer service, leading to increased customer satisfaction and potentially improved profitability. This includes analysis of the data collected through questionnaires and focus group discussions.
How does this study differ from previous research?
This study distinguishes itself by focusing on practical, applicable strategies for service improvement, moving beyond previous research that primarily focused on profit maximization. It emphasizes the need for actionable steps to enhance customer service in the airline industry. The study also incorporates a mixed-methods approach for a more comprehensive understanding.
What are the key chapters of the study?
The study includes chapters on 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 Implications, Restrictions, Conclusions, Appendices, and Work Cited.
What are the key words associated with this study?
Key words include: Airline service quality, customer expectations, customer perceptions, SERVQUAL, customer satisfaction, profitability, technology, web services, Norwegian Air, and mixed-methods research.
Where was the research conducted?
The research was conducted at Oslo Airport, focusing on passengers of Norwegian Air.
What type of data analysis techniques are used?
The study uses both quantitative and qualitative data analysis techniques. Quantitative analysis includes statistical methods such as calculating means and standard deviations. Qualitative data from focus groups will be analyzed thematically.
- 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
