Money, output, and prices relationships : the case of Malaysia

Competition in the airline industry has intensified over the decade concurrent with the rapid growth in air travel. Two of the defensive strategies employed by airline companies to retain customers are customer satisfaction and switching barriers. In particular, a switching barr...

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Main Author: Seng, Cheng Chee
Other Authors: Nanyang Business School
Format: Final Year Project
Language:English
Published: 2014
Subjects:
Online Access:http://hdl.handle.net/10356/55525
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Institution: Nanyang Technological University
Language: English
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spelling sg-ntu-dr.10356-555252023-05-19T07:23:07Z Money, output, and prices relationships : the case of Malaysia Seng, Cheng Chee Nanyang Business School Tan Khee Giap DRNTU::Business Competition in the airline industry has intensified over the decade concurrent with the rapid growth in air travel. Two of the defensive strategies employed by airline companies to retain customers are customer satisfaction and switching barriers. In particular, a switching barrier unique to the airlines industry is the frequent flier programme (FFP). After a period popularity, FFPs have come under criticisms from users and airlines. As a result, airlines are turning their focus back to providing quality service and enhancing customer satisfaction. This research was conducted with the objective of comparing the relative strengths of customer satisfaction vis-a-vis frequent flier programmes at retaining customers A survey was conducted on passengers of Singapore Airlines and Qantas Airways to facilitate this and an index was created to analyse the data. The results reveal that FFPs have different effectiveness depending on their structure. On the whole, FFPs do affect the decisions of passengers but not as much as the original expectations. Despite this, airlines should not discontinue the programmes as FFPs have evolved to the point where passengers take for granted the membership. BUSINESS 2014-03-11T07:49:48Z 2014-03-11T07:49:48Z 1995 1995 Final Year Project (FYP) http://hdl.handle.net/10356/55525 en Nanyang Technological University 69 p. application/pdf
institution Nanyang Technological University
building NTU Library
continent Asia
country Singapore
Singapore
content_provider NTU Library
collection DR-NTU
language English
topic DRNTU::Business
spellingShingle DRNTU::Business
Seng, Cheng Chee
Money, output, and prices relationships : the case of Malaysia
description Competition in the airline industry has intensified over the decade concurrent with the rapid growth in air travel. Two of the defensive strategies employed by airline companies to retain customers are customer satisfaction and switching barriers. In particular, a switching barrier unique to the airlines industry is the frequent flier programme (FFP). After a period popularity, FFPs have come under criticisms from users and airlines. As a result, airlines are turning their focus back to providing quality service and enhancing customer satisfaction. This research was conducted with the objective of comparing the relative strengths of customer satisfaction vis-a-vis frequent flier programmes at retaining customers A survey was conducted on passengers of Singapore Airlines and Qantas Airways to facilitate this and an index was created to analyse the data. The results reveal that FFPs have different effectiveness depending on their structure. On the whole, FFPs do affect the decisions of passengers but not as much as the original expectations. Despite this, airlines should not discontinue the programmes as FFPs have evolved to the point where passengers take for granted the membership.
author2 Nanyang Business School
author_facet Nanyang Business School
Seng, Cheng Chee
format Final Year Project
author Seng, Cheng Chee
author_sort Seng, Cheng Chee
title Money, output, and prices relationships : the case of Malaysia
title_short Money, output, and prices relationships : the case of Malaysia
title_full Money, output, and prices relationships : the case of Malaysia
title_fullStr Money, output, and prices relationships : the case of Malaysia
title_full_unstemmed Money, output, and prices relationships : the case of Malaysia
title_sort money, output, and prices relationships : the case of malaysia
publishDate 2014
url http://hdl.handle.net/10356/55525
_version_ 1770565995884183552