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Challenging in Delivering Quality Services - Balancing Customer Expectations and Perceptions in Airline Industry: Case Study: Norwegian Airline (Paperback)
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Challenging in Delivering Quality Services - Balancing Customer Expectations and Perceptions in Airline Industry: Case Study: Norwegian Airline (Paperback)
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Bachelor Thesis from the year 2012 in the subject Business
economics - Operations Research, grade: A, Kings College London,
language: English, abstract: 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 perce
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