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The impact of enhancing quality services on customer satisfaction - Emirates Airlines

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Introduction
The Emirates Airline has become one of the most powerful and biggest companies in the UAE in
terms of market share and customer services. The aviation industry holds different amount of
credibility in terms of providing commuting services to the people. The UAE has also become
dynamic in terms of hosting various customers from all around the world. These customer rely
on transport management and services to get to their jobs. The initiative taken by the UAE
government also rely on factors including customer services and quality enhancement. The
customer services represents a broad field which encompasses different strategies. The research
has been compiled to identify these strategies. The research has also been compiled to find the
impacts of these strategies on the customers and business. The overall objectives of the research
have been achieved through the primary data collection methods. The primary data collection has
been used in order to include different kinds of perspective. The researchers have also used
primary data collection because it provides real time data. The real time data analysis can help to
meet the objectives as well.

Findings Section
This section has been compromised from the answers which have been obtained from the finding
analysis. The analysis has been conducted using primary data collection method involving
survey analysis techniques. The survey analysis has also helped to substantiate the overall
research by using different classes of respondents. The researchers have also aided the overall
research by using an unbiased approach. The unbiased approach defined the concept where the
answers from the responses have been derived for the analysis. The researchers have excluded
their own opinions from the research as well. The first finding analysis shows to the inclusion of
both females and males in the study. The overall analysis shows to how the research has been
compiled on the principle of gender neutrality. The inclusion of both males and females also
gives a diversified approach in all the factors which have been estimated. This has also helped to
analyses the impact of gender on satisfaction, needs from the airline, and loyalty in terms of the
brand. The research findings have also been aimed to find the relative ages of all the respondents
who have agreed to the research. The age is also an important factor because it provides different
kinds of analysis. The research analysis shows to how the majority of the respondents belong to
young ages. This also shows how these respondents are mature and dynamic to provide different
kinds of analysis into the answers. The next measurement which has been included within the
research analysis shows the qualification of the employees. The qualification refers to the level
of education which has been achieved by the employees. The level is important in terms of
determining their job positions and roles within the company. The findings have shown to how
different people belonged to the bachelors programs. These findings have also shown to how
different people belonged from the master programs as well. The impact of qualification also
defines the assigned job roles within the Emirates Airline. The higher job role defines the higher
level of understanding about company policy and programs. This also shows to how the
company can manage on different networks and policies towards the customers. The research
analysis questions and findings have targeted the research objectives as well. The survey had
been included with a question which accessed to how quality of services provides customer
satisfaction. The results of the question shows the majority of people to be in agreement with the
overall notion. These people concluded to how if emirates provides great quality of services, it
would provide greater customer satisfaction. In the course of determining the primary data, the
current company policies were also mandated in the findings analysis. The overall research was
also focused on how emirates was catering to the customers. The analysis shows the company is
already involved in the facilitation of the customers. The facilitation is also involved in terms of
providing discounts and in-flight entertainment services. The high quality services also provides
great impact on the overall productivity of the airline. This productivity is defined as the level
through which the company functions in the market. The productivity also defines to how the
company manages different expansion and innovation techniques as well. The results of this
question in the analysis showed agreement of the employees. The agreement was based on how
the employee believed in profits escalation. The employee also believed the company can handle
competition based on its service quality management. The customer loyalty programs represents
to how the customer are handled in the company based on their preferences. This program also
offers the company different kinds of customers in various market situations. The overall
company policies have also been mandated towards catering different kinds of customers. These
customers are also mandated on the basis of their purchasing powers and business with the
company. The last research analysis has been focused on how the quality enhancement operates
into the organization. The quality enhancement refers to the practices where the company
focuses on sheer improvement. The improvement is also based on how the company will turn its
profits and various customer engagement setups.

Discussion section
The findings analysis have provided different insights into the functionality of the airline and
how it has been operating into the market. The operations are important in terms of both quality
and service in order to increase the customer satisfaction. The aims of this discussion section
have been to compile the analysis on the findings. The section will also analyses the findings in
terms of the research objectives. The research objectives are important to consider because they
streamline the information which has been collected. The discussion section will also highlight
different implication which can be followed by the company in light of their services. The first
research objective has been based on customer services (Chilembwe, 2017). The objective
explains to how Emirates has the responsibility of catering different customers. The findings and
company information has shown the major impacts in the market. The impacts are present in
light of the market share and profits which have been earned by the company. This has also
shown the responsibility of emirates airline in terms of improving its operations. The findings
analysis has also shown to how Emirates believe in quality of services. The quality of services
defines the factor where different operations are mandated in terms of quality. This quality
defines the operations to be free from different errors as well. The quality refers to catering of
customer needs, providing efficient services, improving the staff, and including better
competitive facilities. The major impacts of these services has also been concluded from the
analysis. This impact reveal to how the company can manage better expansions. The company
can also maintain greater levels of employee and customer satisfactions. The quality control
measures operate on the basis of total quality management (Suhartanto, 2017).
.The next research objectives has been placed to finding how the customer quality impacts the
overall business of the company. The business of the company refers to the profits which are
earned on the basis of various kinds of policies. These profits are also based on how the company
has incorporated different kinds of departments. The terms of total quality management explains
the factors of management to be different. These terms explains that customer services is based
on achieving different tasks. The first task required by Emirates is to identify the needs of the
customers. The needs analysis provides to what the customer wants and how they perceive the
overall organization in the market. The second step requires the company to fulfill these needs by
improving their quality of services. The quality of services defines the final product which is sent
off to the customers (Hunter, 2015). The last aspect of this analysis defines to how the feedback
of the customers is obtained. When these steps are mediated within the company, the business,
quality, and services are automatically enhanced. This also causes the company profits to grow in
terms of different markets and various new trends. The importance of this study can also be
classified in terms of the growing amount of competition in the market. The market has become
extremely profound of new companies. This has made the service quality factors to be the major
priorities in terms of achieving customer loyalty and satisfaction. The research analysis has been
based on different kinds of strengths and weaknesses. The strengths of the research defines to
how the data has been taken from a major brand in the market. This automatically improves the
relevancy and the impact of the findings significantly. The second major power point of the
research is found in the methods which have been used for the analysis. The method reveal the
primary data collection which has made use of real time respondents for the analysis. The
research weakness can be found in the overall sample size which has been chosen for the survey
form (PARK, 2016).

Research Limitation
The research limitations shows the different hurdles which were faced in different parts of the
data collection and analysis formats. The hurdles have been faced because of the choice of data
collection and the overall company as well. The hurdles have been mentioned below in terms of
their aspects and how they were handled (Jahmani, 2016).

Ethical Limitations
The ethical limitations defines the problems which were experienced in terms of the respondents
who were selected for the primary research. This limitations defines to how the data of the
respondents was to be kept safe. The research analysis was undertaken after the respondents
were assured of their consent. This also involved the process where the respondents were also
assured to how their data and answers would not be leaked.

Time constraints
The time constraints can be divided into two different levels which were faced by the researchers
at various instances. The first limitation occurred into obtaining the free time of the employees
within the company. This time was required to obtain their responses on the research analysis
and to conclude the findings sections. The second time restriction were faced in the data
compilation procedures and to analyses the overall data which has been collected (Mantey,
2016).

Data reliability
The data reliability defines the issues with the obtained data for the research analysis. This data
has been compiled on the basis of primary survey forms made on online websites. The data
analysis was difficult because of the HALO effect. The effect defines to how several forms were
obtained which were not filled correctly. This also included several forms which were filled half
and had to be arranged again in order to reach the target sample size.

Suggestions
The following are some of the suggestions which have been made to the Emirates Airline in
terms of their functions and improving the quality of services
1. The company can assure proper implementations of customer feedback in order to find
the narrative of the customers. This can also be done in order to find the effectiveness of
different services
2. The in-flight services can be improved for long routes so that the customers feel entitled
and important as well. this also provides customer facilitation and loyalty with the brand
3. The customers can be provided different kinds of discounts which would enable them to
choose the company for all their activities and travelling activities.

Conclusion
The study of customer facilitation and services provides different kinds of advantages and
benefits which can be applied in the company. The research has been based on different findings
and analysis. The analysis has been based on how the company can function on the basis of
quality and services. These analysis has also been based on how the company can improve its
functions in terms of quality. These findings have also shown to how different people belonged
from the master programs as well. The impact of qualification also defines the assigned job roles
within the Emirates Airline. The higher job role defines the higher level of understanding about
company policy and programs. This also shows to how the company can manage on different
networks and policies towards the customers. The research analysis questions and findings have
targeted the research objectives as well. The survey had been included with a question which
accessed to how quality of services provides customer satisfaction.

Abstract
The research has been compiled on Emirates Airline which has become a leading franchise in the
UAE. This research is important in terms of finding how customer services and quality are
related within the company. The UAE has also become dynamic in terms of hosting various
customers from all around the world. These customer rely on transport management and services
to get to their jobs. The initiative taken by the UAE government also rely on factors including
customer services and quality enhancement. The customer services represents a broad field
which encompasses different strategies. The research has been compiled to identify these
strategies. The research has also been compiled to find the impacts of these strategies on the
customers and business. The researchers have also aided the overall research by using an
unbiased approach. The unbiased approach defined the concept where the answers from the
responses have been derived for the analysis. The researchers have excluded their own opinions
from the research as well. The first finding analysis shows to the inclusion of both females and
males in the study. The overall analysis shows to how the research has been compiled on the
principle of gender neutrality. The inclusion of both males and females also gives a diversified
approach in all the factors which have been estimated. This has also helped to analyses the
impact of gender on satisfaction, needs from the airline, and loyalty in terms of the brand. The
research findings have also been aimed to find the relative ages of all the respondents who have
agreed to the research. The terms of total quality management explains the factors of
management to be different. These terms explains that customer services is based on achieving
different tasks. The first task required by Emirates is to identify the needs of the customers. The
needs analysis provides to what the customer wants and how they perceive the overall
organization in the market. The second step requires the company to fulfill these needs by
improving their quality of services. The quality of services defines the final product which is sent
off to the customers. The last aspect of this analysis defines to how the feedback of the customers
is obtained. When these steps are mediated within the company, the business, quality, and
services are automatically enhanced. This also causes the company profits to grow in terms of
different markets and various new trends. The importance of this study can also be classified in
terms of the growing amount of competition in the market. The researchers have also faced
various kinds of limitations in the overall course of study. The limitations were based on ethical
constraints and the data of the respondents. The limitations also included different time and
restrictions about the overall data which was being collected. The final analysis can be placed to
how the research has provided sustainable evidence. The evidence relates to how customer
quality services impacts the overall company. These analysis has also been based on how the
company can improve its functions in terms of quality.

Works Cited
Chilembwe, J. (2017, 6 2). Assessment of Customer Service and Service Guarantee Impacts for Airlines in
Malawi: The Case of Ethiopian Airlines, Kenya Airways and South African Airways. Retrieved
from research Gate:
https://www.researchgate.net/publication/266361361_Assessment_of_Customer_Service_and
_Service_Guarantee_Impacts_for_Airlines_in_Malawi_The_Case_of_Ethiopian_Airlines_Kenya_
Airways_and_South_African_Airways

Hunter, J. A. (2015, 2 2). A CORRELATIONAL STUDY OF HOW AIRLINE. Retrieved from ntrs:
https://ntrs.nasa.gov/archive/nasa/casi.ntrs.nasa.gov/20070022531.pdf

Jahmani, A. (2016, 9 4). THE EFFECT OF ROYAL JORDANIAN AIRLINE SERVICE. Retrieved from ijbs:
http://www.ijbs.unimas.my/images/repository/pdf/Vol18-s3-paper7.pdf

Mantey, N. O. (2016, 8 12). Interplay between air passengers’ service quality,. Retrieved from scielo:
http://www.scielo.org.za/pdf/acom/v17n1/20.pdf
PARK, J.-W. (2016, 2 9). Modelling the Impact of Airline. Retrieved from semantic scholar:
https://pdfs.semanticscholar.org/9e93/2ade46ef0532ae113a68b25d9c783470a99b.pdf

Suhartanto, D. (2017, 3 22). CUSTOMER SATISFACTION IN THE AIRLINE INDUSTRY: THE ROLE OF SERVICE
QUALITY AND PRICE. Retrieved from research gate:
https://www.researchgate.net/publication/283725801_CUSTOMER_SATISFACTION_IN_THE_AIR
LINE_INDUSTRY_THE_ROLE_OF_SERVICE_QUALITY_AND_PRICE