<p>The assurance of customer satisfaction is an increasing challenge for airline companies.</p><p>Bridging the gap between passenger expectations and the perceived image of service quality</p><p>is a permanent problem that is in the need to be optimized. Therefore, it is indispensable for</p><p>the company to identify these gaps and develop strategies to increase customer satisfaction.</p><p>Thus, the purpose of this study is to identify gaps between perceived and required service</p><p>quality, and strategies to increase customer satisfaction. Consequently, the customer as well as</p><p>the company perspective shall be considered carefully. The theoretical foundation for this</p><p>dissertation can be referred to the service quality model of Parasuraman, Zeithaml and Berry</p><p>(1985). To illustrate the coherencies and provide actual data from the reality, the cases of the</p><p>airline companies Air Berlin, TUIfly and Lufthansa are chosen. By conducting a survey,</p><p>quantitative data was collected from the customer. In order to collect data about the company</p><p>perspective, qualitative methods like an interview and secondary information from the</p><p>companies’ homepages are used.</p><p>Based on the cases of the three airlines, specific gaps are identified. From this, concrete needs</p><p>for action and strategies on the part of the companies can be derived. The findings of this</p><p>study show that core and secondary service quality attributes can be identified. Consequently,</p><p>the improvement of certain attributes can be more important than the improvement of other</p><p>attributes to increase customer satisfaction. These priorities depend also on the size of a</p><p>service quality gap and on the access to company resources.</p>
| Identifer | oai:union.ndltd.org:UPSALLA/oai:DiVA.org:hh-2586 |
| Date | January 2009 |
| Creators | Grewe, Tanja |
| Publisher | Halmstad University, School of Business and Engineering (SET), Högskolan i Halmstad/Sektionen för Ekonomi och Teknik (SET) |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, text |
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