Micro Environmental Factors of Qantas Company

Business environment

Business environment
Table of Contents
Introduction of the Qantas Company...................................................................................2
Micro environmental factors of Qantas Company...............................................................2
Consumer behavior..........................................................................................................2
Competitors analysis........................................................................................................3
Public opinion..................................................................................................................4
Employees........................................................................................................................4
Challenges and solutions.....................................................................................................5
Improvement in the customer service..............................................................................5
Offering discounts and vouchers......................................................................................5
Conclusion...........................................................................................................................5
References............................................................................................................................6
Appendix..............................................................................................................................7
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Business environment
Introduction of the Qantas Company
Qantas Airways is considered as one of the largest airline company by fleet size,
international flights and international destinations. It is known as one of the oldest airline on the
global platform after KLM and AVIANCA. Headquarter of the company is in MASCOT,
Australia. The subsidiaries of the company are Jetstar , Qantas LINK and Qantas freight. There
are more than 26,150 employees who are managing the activities on the routine basis. The slogan
of the company is “THE SPIRIT OF AUSTRALIA”. The hubs of the company are in Sydney
airport, Brisbane airport and also in Perth Airport ( QANTAS,2019).
Micro environmental factors of Qantas Company
It has been observed that the micro environmental factors of the company are: consumer
behavior, competitor’s analysis, public opinion and employees.
Consumer behavior
It can be said that customer behavior is one of the factor that influence the overall
activities of Qantas Company. Customers are considered as one of the assets of the company.
The consumer market of the company focuses on middle and high class people who avail the
services for their personal and well as for business use. The company has expanded the market
share in many countries such as in Europe, Africa and America (Iatrou & Oretti, 2016). To create
positive customer relation the company emphasizes on opening different avenues so that it could
be easy for the passengers to use its services. Qantas considers the customer value concept that
helps to generate and deliver the values of the service without sacrificing the overall profits.
Other then providing the seats to the customers in flights, the company also emphasizes on
offering other facilities such as online check in service and also the parking facilities. This can be
considered as one of the factors that impact the performance and growth of the business in the
highly competitive market (Roy Morgan. 2019).
It has been observed that company emphasizes on maintaining the customer behavior and
this has boosted the customer satisfaction level of the customer in 2018. Among all the
companies Qantas has attained 86.4% in terms of the customer satisfaction. So, it is important for
the company to maintain its customer behavior as it impacts the performance and growth of the
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