Saudi Airlines and it’s Customer Service Quality Introduction In the present corporate world, CRM has a very prominent and significant role to play. The CRM refers to a program or strategy which deals with customer issue and information as better as possible…
Recently Saudi airlines have been criticized to be losing its customers due to their inferior customer service quality and poor price strategy. Customer is the heart and soul of any business organization, and if they are not pleased with the service or end product, then the business is doomed to failure. Any business needs to be revolving around the key concepts of customer satisfaction and customer loyalty. If customers are satisfied about a product or service, they keep coming back for more and also can attracts more customers from the potential market. Big airline companies like Saudi airlines, need to keep monitoring their quality of service in order to be top in the airline industry. They should make best use of the CRM programs to enhance their customer relation as well as profitability. According to (Avidian Technologies,2004) “Good CRM allows all of the information obtained to be shared among both the sales force and the entire company. The right CRM software should combine all the elements of Customer Relationship Management, Sales Force Automation (SFA), and Contact Management”. Research Context I)Aim and Objective of the study The aim of this research is to assess the importance of the quality of service in improving customer service and loyalty in an airline service company. ...
2) To identify the research questions needed to be put forward in order to establish the research study. 3) Prepare a research design and data collection method. Specifically the questions which will be put forward in the research proposal will be as follows. 1. To what extend is the customers of Saudi Airlines satisfied with the customer service delivered by them? 2. Are the customers of the Saudi Airlines at the risk of leaving the airline? II) Relationship of service quality with customer satisfaction and loyalty Customer satisfaction is a very important criterion in any airline service, as this is the factor which helps in building the loyalty and the goodwill for the company. An unsatisfied customer is the root cause for the degradation of any service based industry. A good customer service is not just about profitability, but it is about how much value a business gives to its customer needs and requirements. Customer service definitely has to have access to the customer marketing database. Saudi Airlines being a top listed airline did not give much attention on the needs of the customer but took them for granted. It is seen that many complaints occur from customer as to flight delays, low service from cabin crew, inferior seating arrangements and poor welcoming services A customer is paying for a quality travel and if the airline is not considering on the quality of service, then they will lose the current customers as well as the potential future ones too. They have to know what each customer has bought in the past, and what they would expect in future. They have to have a record of past complaints and compliments. Customer is the soul of a business firm, and if they are treated well, then ...
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