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Impact of Service Quality on Customer Demand in Airline Industry: A Study on British Airline

Carry out sustained research investigation and provide evidence against assessment criteria

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Added on  2023-04-17

About This Document

This presentation critically examines the impact of service quality on customer demand in the airline industry, specifically focusing on British Airways. It discusses the importance of service quality, the relationship between service quality and customer demand, and provides recommendations for improving service quality. The presentation also includes research methodology, data analysis, and conclusions.

Impact of Service Quality on Customer Demand in Airline Industry: A Study on British Airline

Carry out sustained research investigation and provide evidence against assessment criteria

   Added on 2023-04-17

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TASK 4
Research project
To critically ascertain the impact of service quality on
customer demand in airline industry:
A study on British Airline.
Impact of Service Quality on Customer Demand in Airline Industry: A Study on British Airline_1
Aim and objective
Aim
To critically ascertain the impact of service quality on customer
demand in airline industry: A study on British Airline.
Objectives
To critically study the concept of service quality with reference
to the airline industry.
To ascertain the importance of service quality for British
Airways.
To determine the relationship between service quality and
customer demand for British Airlines.
To recommend new method through which service quality of
British Airways can be improved to hold back the customer
demand of company.
Impact of Service Quality on Customer Demand in Airline Industry: A Study on British Airline_2
Research methodology
Research design: Conclusive
Research approach: Inductive
Data collection: Primary (Questionnaire), Secondary (Books,
journals, past researches, company data and news articles )
Sampling: 40 customers of British Airways
Data analysis: Qualitative (Themes)
Impact of Service Quality on Customer Demand in Airline Industry: A Study on British Airline_3
Theme 1: Customers are using airline services of British
Airways for 3 years and above.
Less than one year
1 to 2 years
2-3 years
More than 3 years
0
2
4
6
8
10
12
14
16
Customers are using airline services of British Airways for 3
years and above
Number of respondents
Impact of Service Quality on Customer Demand in Airline Industry: A Study on British Airline_4

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