Thesis on airlines customer service

Additionally, some existing studies suffer from a general lack of rigour that pervades the logistics discipline and has prevented meaningful development of research validity and reliability.

Models used for the study are adapted from existing work in marketing service quality by Parasuraman, Zeithaml and Berry and are supplemented by relationship constructs emerging from the pilot study.

These activities represent ongoing challenges in the logistics discipline and are under-researched in this industry sector that is affected by primary producer crises, product commoditisation and increasing retailer power. This study uses a rigorous two-stage methodology developed for marketing research by Churchill.

Finally, existing research into these activities from the marketing discipline is under-utilised in these investigations.

Edinburgh Research Archive

The results of this thesis indicate that UK food processors should consider all phases of pre-transaction, transaction and post-transaction events when facilitating operations design and customer service planning. Firms that improve customer service should increase customer satisfaction resulting in better customer-supplier relationships, increased customer loyalty, profitability and a differential competitive advantage.

This methodology comprises generating variables for enquiry from a literature review, collecting and analysing data in a pilot survey to purify variables, and conducting a second survey to assess reliability and validity of pilot study findings. A postal survey was administered to 1, UK food processors.

The customer-supplier dyadic exchange between intermediary food processors is the focus of study. Issues of price, supplier importance, supplier switching, and relationship power were tested, but did not feature in resultant constructs.

The findings also falsify transaction service quality constructs posited by Parasuraman, Zeithaml and Berry.

Indeed, there has been limited inter-disciplinary research in logistics notwithstanding the genesis of both logistics and marketing as a single discipline at the beginning of the 20th century. Respondent data was analysed using exploratory and confirmatory factor analysis and structural equation modelling to test variables and constructs.

There has been little programmatic and integrative study or empirical research of these activities in logistics since work conducted over twenty-five years ago by La Londe and Zinzser. Show full item record Abstract The aim of this thesis is to test the importance and sufficiency of existing constructs of customer service, customer satisfaction and service quality in the logistics function of the UK food processing industry.

The findings of this study validate constructs of pretransaction, order service and quality and relationship service and quality, thus reaffirming original constructs developed by La Londe and Zinzser. These latter issues are discussed in terms of an overarching framework that encompasses the validated constructs and an extended model is hypothesised for future study.Link —-> thesis on airlines customer service essay writing service canada causality united states thesis popular custom essay ghostwriting sites for school sports essays topics.


CUSTOMER SATISFACTION WITH AIR SERVICE DELIVERY WITHIN KIRIBATI BY AAKO TEIKAKE A Thesis Submitted in Delivering high quality service to passengers is important so that airlines can survive and strengthen their competitiveness. Service quality conditions influence an airline’s competitive advantage, and This thesis assessed customer.

Account Suspended

WHY AIRLINE CUSTOMERS PERCEIVE EROSION IN AIRLINE CUSTOMER SERVICE The way airlines advertise air travel to the general public is not very realistic in today's society.

A discrepancy in passenger expectations exists between the level of service that can actually be provided onboard and what the passenger actually receives (Wang, ). Measuring Customer Expectations of Service Quality: case Airline Industry Logistics Master's thesis Ekaterina Tolpa industry scores lowest out of 47 other industries (, Airlines score lowest in customer satisfaction, ).

However, the demand for air transportation has been stable and despite This thesis views service experience. The aim of this thesis is to test the importance and sufficiency of existing constructs of customer service, customer satisfaction and service quality in the logistics function of the UK food processing industry.

Thesis on airlines customer service
Rated 0/5 based on 89 review