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

Svetla Tzvetkova ()
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Svetla Tzvetkova: University of National and World Economy, Economics of Transport Department

Entrepreneurship, 2020, vol. 8, issue 2, 161-172

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 (search for similar items in EconPapers)
JEL-codes: R40 R41 R49 (search for similar items in EconPapers)
Date: 2020
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Persistent link: https://EconPapers.repec.org/RePEc:neo:epjour:v:8:y:2020:i:2:p:161-172

DOI: 10.37708/ep.swu.v8i2.13

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