entrep1240

QUALITY PASSENGER SERVICE IN AIR TRANSPORT AS A FOUNDATION FOR BUILDING LOYALTY TO AIR COMPANIES

Svetla Tzvetkova

Abstract

All air companies in the world strive to build good image, preferences and loyalty in customers by offering then services that come as close as possible to their requirements. Most air carriers incorporate entire systems to secure the necessary quality; however, the solution to this problem is quite complicated and depends on multiple factors, especially the human one, which is why two perfectly identical services never exist in transport. For this purpose, air carriers need to build an overall strategy to improve services and outline the fundamental reference points of a plan for undertaking specific measures. The main reference point of said plan is a professional management team, as well as the motivation and timely training of highly qualified, responsible and courteous personnel that has an individual approach to all passengers and satisfies their consumer ideas for quality transportation to the fullest.

 

 

Keywords:

passenger air transport, strategy for quality passenger service

 

JEL Codes: R40, R41, R49

 

REFERENCES

Авиатрансагентство; (2020) Web site: www.aviatrans.ru;

Фонд развития инфраструктуры воздушного транспорта «Партнёр гражданской авиации»;(2020) Web site: http://www.aviafond.ru/aviation;

transport.ru (2020) Web site: www.transport.ru;

АО «Эксперт РА»; (2020) Web site: http://www.raexpert.ru/researches/avia/part2/;

KrasAir (2013) Web site: http://www.krasair.ru;

Журнал БТИ - Бюллетень транспортной информации, рефераты статей о перевозках всеми видами транспорта (2020) Web site: www.natrans.ru;

gruzotransport.ru (2020) Web site: http://gruzotransport.ru/2009/10/06/tendencii_razvitija_vozdushnogo_transporta_rossii.html.

 

Full text: PDF (English)

To cite this article: TZVETKOVA, S., (2020). Quality passenger service in air transport as a foundation for building loyalty to air companies. Entrepreneurship, 8 (2), 161-172, DOI: 10.37708/ep.swu.v8i2.13