OTROS MÉRITOS

Suggest B.A B.A to to others others PassengersPassengers

Yes 47

Yes 47

No 38

No 38

Author asked 85 passengers will they refer British Airways to anybody else of which 55 percent Author asked 85 passengers will they refer British Airways to anybody else of which 55 percent commented as they will suggest others to travel by British Airways. And only 45 percent commented as they will suggest others to travel by British Airways. And only 45 percent travellers said they will not suggest others about British Airways.

travellers said they will not suggest others about British Airways.

55% 55% 45%

45%

Suggest British Airways to others

Suggest British Airways to others

Y

Discussions Discussions

In this research the author is trying to discuss and analyse the customer satisfaction levels In this research the author is trying to discuss and analyse the customer satisfaction levels especially in the British Airways Limited United Kingdom. Author is bridging the gap between especially in the British Airways Limited United Kingdom. Author is bridging the gap between customer perceptions, customer expectations and actual quality of service delivered to the customer perceptions, customer expectations and actual quality of service delivered to the customers.

customers.

The primary aim of this research is to understand the up to what level the customers of British The primary aim of this research is to understand the up to what level the customers of British Airways are satisfied with overall service quality delivered. After collecting the customer Airways are satisfied with overall service quality delivered. After collecting the customer feedback, at the Manchester Airport and Birmingham Airport, author consolidate the data come feedback, at the Manchester Airport and Birmingham Airport, author consolidate the data come to the conclusion that out of eighty five passengers feedback sixty five passengers commented to the conclusion that out of eighty five passengers feedback sixty five passengers commented they are very much satisfied with the overall service provided by the British Airways. This is they are very much satisfied with the overall service provided by the British Airways. This is clearly evident that 76 percent of the passengers said British Airways customer satisfaction is clearly evident that 76 percent of the passengers said British Airways customer satisfaction is able to meet up customer perception and expectations.

able to meet up customer perception and expectations.

Secondary objective is to evaluate customer perception and expectation of British Airways. Secondary objective is to evaluate customer perception and expectation of British Airways. Author in the research to this secondary objective, prepared questionnaire to identify the how Author in the research to this secondary objective, prepared questionnaire to identify the how frequently customer are travelling year wise and different class customer travel and their frequently customer are travelling year wise and different class customer travel and their feedback, professional and age group. All the different category of people will have different feedback, professional and age group. All the different category of people will have different  perceptions and their own

 perceptions and their own expectations as per their situation expectations as per their situation demands. When author asked “moredemands. When author asked “more than 5 times customer travels in a year”, of which 81 percent of customer said they are highly than 5 times customer travels in a year”, of which 81 percent of customer said they are highly satisfied with British Airways for the reason, always they will travel by only British Airways. satisfied with British Airways for the reason, always they will travel by only British Airways. “More than 3 times travel a Year” also 83 percent supported positively. When author asked “More than 3 times travel a Year” also 83 percent supported positively. When author asked Business calls travellers they commented as “British Airways is the Best”.

Business calls travellers they commented as “British Airways is the Best”.

Third objective is “Role of quality

Third objective is “Role of quality of service that will affect the customer satisfaction”. Whenof service that will affect the customer satisfaction”. When author asked the overall quality of service of the British airways with wide range of travellers author asked the overall quality of service of the British airways with wide range of travellers they said forty five percent passengers said excellent service, thirty one percent passengers said they said forty five percent passengers said excellent service, thirty one percent passengers said “Good Service”.

The British Airways started conducting different activities to sustain the customer satisfaction or The British Airways started conducting different activities to sustain the customer satisfaction or trying to continual improvement in the quality of service.

trying to continual improvement in the quality of service.

First was top management at British Airways measure the satisfaction levels of its passengers on First was top management at British Airways measure the satisfaction levels of its passengers on all major destinations worldwide. Once in a year they conduct surveys on customer satisfaction all major destinations worldwide. Once in a year they conduct surveys on customer satisfaction and analyse the feedbacks given by the customers and thus bring in changes which will enhance and analyse the feedbacks given by the customers and thus bring in changes which will enhance continual improvement (www.Britishairways.com).

continual improvement (www.Britishairways.com).

Second was to development in technology has enabled passengers with great power and Second was to development in technology has enabled passengers with great power and convenience as regards to online check in and e-ticketing.

convenience as regards to online check in and e-ticketing.

Third was to up gradation has been made on service schedules for flights with long distance Third was to up gradation has been made on service schedules for flights with long distance destinations.

destinations.

Forth was to improvement in quality of food has been made in the customized meal service Forth was to improvement in quality of food has been made in the customized meal service preferences on important directions; progress has been made in the process of handling preferences on important directions; progress has been made in the process of handling grievances from travellers for instance resolving the customer complaints within 48hours.

grievances from travellers for instance resolving the customer complaints within 48hours.

Fifth was to cost effective meal options have been developed. In the year 1999 British airways Fifth was to cost effective meal options have been developed. In the year 1999 British airways has initiated the Language champions plan in London in order to highlight the current has initiated the Language champions plan in London in order to highlight the current performances between business and schools. They have come up with a unique award known as performances between business and schools. They have come up with a unique award known as British Airways Language Flag to encourage the students to learn different languages. It provides British Airways Language Flag to encourage the students to learn different languages. It provides self-confidence to the undergraduates to widen their capabilities which are necessary to take up self-confidence to the undergraduates to widen their capabilities which are necessary to take up  job

 job in in just just an an internainternational tional organiorganization zation but but also also in in a a firm firm that that facilitatfacilitates es its its staff staff withwith Multilingual and multicultural workplace (www.Britishairways.com).

5. Conclusion 5. Conclusion

After detailed study, assessment and evaluation of primary and secondary data, it is significant to After detailed study, assessment and evaluation of primary and secondary data, it is significant to underline about how the aims and objectives of the thesis work were analysed. In this section, the underline about how the aims and objectives of the thesis work were analysed. In this section, the author emphasise on how the specific aims and objectives of the research study were understood author emphasise on how the specific aims and objectives of the research study were understood and attempts to provide a response to the research question. The subdivision deals with various and attempts to provide a response to the research question. The subdivision deals with various limitations and recommendations of the research work and areas where there is a scope for limitations and recommendations of the research work and areas where there is a scope for further research.

further research.

The research study attempts to understand and critically analyse the customer satisfaction in The research study attempts to understand and critically analyse the customer satisfaction in airline industry with reference to British Airways. Therefore to examine this, the investigation airline industry with reference to British Airways. Therefore to examine this, the investigation was executed to identify the main service determinants of British airways and based on these to was executed to identify the main service determinants of British airways and based on these to gauge the satisfaction levels of the passengers and also to evaluate the customer perception and gauge the satisfaction levels of the passengers and also to evaluate the customer perception and quality of service among travellers of British airways United Kingdom and further to emphasize quality of service among travellers of British airways United Kingdom and further to emphasize the several measures taken by them to provide excellent customer service to its customers.

the several measures taken by them to provide excellent customer service to its customers.

The results of the study based on the in-depth review of literature, primary and secondary The results of the study based on the in-depth review of literature, primary and secondary sources of data available indicate that most of the passengers be it British Airways or other sources of data available indicate that most of the passengers be it British Airways or other airlines who fly very often and who travel by premium class are likely to travel by the same airlines who fly very often and who travel by premium class are likely to travel by the same airlines due to the excellent service and facilities provided to them. In addition to this, this airlines due to the excellent service and facilities provided to them. In addition to this, this section of passengers is more attached to the brand image or reputation, world-class facilities, section of passengers is more attached to the brand image or reputation, world-class facilities, better connectivity. It is also clear that these section of passengers are great source of revenue to better connectivity. It is also clear that these section of passengers are great source of revenue to any airline company as they travel very often hence it is vital that British Airways focuses more any airline company as they travel very often hence it is vital that British Airways focuses more on these segment of customers to sustain in the business. Further in-depth study revealed that on these segment of customers to sustain in the business. Further in-depth study revealed that customers who fly twice yearly were more concerned with the ticket fares and also few customers who fly twice yearly were more concerned with the ticket fares and also few passengers responded that they were worried about the baggage facilities and few of them passengers responded that they were worried about the baggage facilities and few of them expressed security issues as an area of concern.

expressed security issues as an area of concern.

After closely examining the literature review it is clearly understood that airline passengers judge After closely examining the literature review it is clearly understood that airline passengers judge the quality of flight services offered to them on the basis of prompt arrivals and departures, air the quality of flight services offered to them on the basis of prompt arrivals and departures, air

fares and then based on the various facilities such as safety, food & beverages, attitude of staff, fares and then based on the various facilities such as safety, food & beverages, attitude of staff, baggage to name a few. Overall conclusion may be interpreted from the literature review, baggage to name a few. Overall conclusion may be interpreted from the literature review, passenger interview, feedbacks and secondary data on airline industry and British airways; it is passenger interview, feedbacks and secondary data on airline industry and British airways; it is evident that in airline industry reaching the customer perceptions and attaining excellent evident that in airline industry reaching the customer perceptions and attaining excellent customer satisfaction is little beyond the reach of a specific airline when the competition is customer satisfaction is little beyond the reach of a specific airline when the competition is worldwide. In today‟s global economy people are more educated and intend to travel worldwide. In today‟s global economy people are more educated and intend to travel internationally both for work and leisure purposes than before and they enjoy travelling to more internationally both for work and leisure purposes than before and they enjoy travelling to more locations very easily and with better value of money (one world.com, media information, 2009). locations very easily and with better value of money (one world.com, media information, 2009). Therefore, the passenger insists for better connectivity, reasonable ticket prices and improved Therefore, the passenger insists for better connectivity, reasonable ticket prices and improved flight services than before. In today‟s competitive world with many best alternatives avai

flight services than before. In today‟s competitive world with many best alternatives available tolable to the customers it is very critical for the British Airways to meet the customer perceptions and the customers it is very critical for the British Airways to meet the customer perceptions and offer excellent service to reach great heights in the near future.

offer excellent service to reach great heights in the near future.

6. Limitations of this Research Study 6. Limitations of this Research Study

The various aspects namely partial data resources, limited duration and stiff targets restricted the The various aspects namely partial data resources, limited duration and stiff targets restricted the thorough investigation on the research study.

thorough investigation on the research study. The main constraint of The main constraint of this thesis is its sample this thesis is its sample sizesize as the author could interview few participants only; therefore, the output of this research work  as the author could interview few participants only; therefore, the output of this research work  does not stand for whole population in United Kingdom.

does not stand for whole population in United Kingdom.

7. Future Recommendations 7. Future Recommendations

In further investigation, it would be more challenging to interview the staff of British Airways to In further investigation, it would be more challenging to interview the staff of British Airways to understand the various steps adopted by them to enhance customer satisfaction and methods of  understand the various steps adopted by them to enhance customer satisfaction and methods of  exception handling and grievances and also the author should concentrate more on the primary exception handling and grievances and also the author should concentrate more on the primary data resources and should strive to gather feedback and opinions from larger population residing data resources and should strive to gather feedback and opinions from larger population residing in United Kingdom.

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