Total Quality Services of Emirates Airline Clients Satisfaction - Research Paper Example

TOTAL QUALITY SERVICES OF EMIRATES AIRLINE CLIENTS SATISFACTION Name Institution Date Introduction Fly emirates is one of the largest companies that holds airline based in Dubai, United Arab Emirates (UAE). Fly emirates is one of the subsidiary of the entire The Emirates Group that is wholly managed and owned by the Government of Dubai’s investment corporation (Emirates airline 2014). The fly emirates airline have been ranked among the top carriers in a worldwide base offering services and in terms of passenger distances to gain a major boost in fleet size and revenue. This company apart from operating within the United Arab Emirates it has also ventured to operate four of the world’s longest non-stop commercial flights from Dubai to other parts of the world including San Francisco, Houston and Los Angeles (Emirates airline 2014). This company is among the companies that have ventured into business with the use of automated information technology (IT) systems to offer total quality services to satisfy its airline clients (Emirates airline 2014). Fly emirates has also built a brand name that will continue to be in existence as a leader in the airline aviation industry while offering the best services to its clients. Statement of the problem Service satisfaction to clients is one of the most important and essential element to observe in a business sector. In order to achieve customer service satisfaction in the fly emirates company there are several key considerations to follow. Since customer service satisfaction is one of the marketing concepts that measures how both product and services given out by the company surpasses or meets the expectation of the customer. This is the major problem being encountered while rendering services to clients. Meeting total quality services that will satisfy clients will have to be supported through reduction of customer churns, reduction of negative words of mouth. Also as a marketing strategy to eradicate problems in service satisfaction there is need to increase customer lifetime value, retaining customer since it is hard to acquire new ones and also there will be a revealing of clients repurchase loyalty and intentions. All of these once considered fly emirates airline company will be on the fore front providing total quality services that will satisfy its clients. Objectives of the study The main objective of this study is to obtain relevant information that the fly emirates airline company in Dubai has successfully used its information technology (IT) to achieve their main goal in the organization. Some of the other objectives that support this study are:- To be able to determine how the use of IT in the company has created customer satisfaction To know what types of business tools and concepts are used to enhance company business intelligence To determine the business intelligence excellence fly emirates uses to maintain its clients. Scope and limitation of the study The scope is the parameters of my research area of study which is the Fly Emirates airline company to reveal business intelligence conceptual work. Total quality service in the fly emirates airline is one of the epoch making contribution towards client service satisfaction in Dubai, United Arab Emirate state. The major aim is to determine how the company uses it information technology infrastructure to achieve client satisfaction of services. The limitation in this report study depicts the shortcoming I encountered while researching. They include:- Lack of enough time for research Lack of enough funds for transport Inadequate materials dealing with information technology at the fly emirates company Inadequate staff, hence difficult to rely on them Significance of the study The finding of this research study is aimed to reveal the important lesson the Fly Emirate airline company has geared to achieve in the long run of the business activities. The adoption of the automated information technology in the company has provided a sustainable way in ensuring all clients using the airline are satisfactorily met. These study findings will also help in contribution by determining the major challenges and effectiveness concerning the Fly Emirates Company aim to achieve total quality service of its airline clientele. This is intended to help the airline company in evaluating its performance level hence conclusions and recommendations given at the end may provide some relevant guidelines on how to achieve an effective programme and procedures to gain total quality services that will satisfy the clients. Definition of terms Information technology – is the application of telecommunications and computer equipments that stores, transmit, retrieve and manipulate information of any business organization. Business intelligence – is a set of techniques and tools used in transformation of raw data into useful and meaningful information for business processes. Client – an organization or a person using the services of either professional company or a person. Automation - Automation is the act of using a mechanical or electronic machine or device to carry out complex monotonous procedures already difficult to handle manually Review of related study Achieving of total quality of services that will ensure clients are satisfied has been seen as the major role for a company to enjoy its profitability index in the long run (Gupta, Jason & Herath 2005). The article of quality management in service firms has proved that provision of better service in an organization is one of attributes that enhance sustainability structures of total quality service. The purpose of this concept is to propose a development of a conceptual model that will be used the relationship between sustainable structures that support the total quality service (TQS) philosophy and customer satisfaction (Gupta, Jason & Herath 2005). In another review of the literature regarding the total quality service claims to have three elements that is consistency, consistency and consistency of customer satisfaction (Mark 2013). In measuring of the customer satisfaction there will be the use of the American customer satisfaction index which is the only national cross industry measure of customer satisfaction of services within an organization (Mark 2013). Customer loyalty is the measure of the transactions a company already owns which is a testable way of knowing how organizations prosper in product and service rendering (Mark 2013). Therefore total quality services in organization are one of the key prospects that ensure organization achieves their goals in obtaining favourable profits in the close of a business transaction. Synthesis Many books and journal has led to the growth of obtaining total quality services in company through the emphasis adoption on total quality management (TQM) (Margaret 2014). TQM is the structured and comprehensive approach to an organizational management which seeks to improve the quality of services and products through engaging on a refinement in a response for a continuous feedback (Margaret 2014). TQM ideas and concepts can be applied in any organization which in today’s if focuses on the introduction of e-business activities carried upon by the use of information technologies being used in organizations. TQM is mainly based on the quality management that is gained mainly from the client’s point of view hence organization adopting to use these strategies meets the total quality service in satisfying their customers (Margaret 2014). Methodology In order to achieve the objective of this research strategy for Fly Emirates airline company, a convenient method had to be adopted so as to carry out a satisfactorily research report in the field. The method that I used included the following areas that came up with the compelling research report:- Research Design Respondents of the Study Research Instrument Data Gathering Procedure Reliability and Validity of the Instrument Research design Case study Purpose – describing in depth the experience of one person enjoying the services at the company Method Directing observation and integration with the subject Analysis – synthesis of research Outcomes – in-depth description of the research Respondents of the study The respondents of this study the IT administrator, Marketing Director and other employees at the Fly Emirates airline company in Dubai, United Arab Emirates. They are the ones who are mostly knowledgeable enough to provide answers to the queries submitted in the present study. They answered the questionnaires effectively which I gave them and I obtained relevant information that I needed. Research Instrument The research instruments refer to methods used in information collection. The following methods are the one I commonly used to collect information at the Fly Emirates airline Company. Documentary sources Observation Questionnaires Interviews Data gathering procedure The data gathering procedure i employed in the airline company to obtain information about the business intelligence and the use of information technology to come up with the total quality services in the organization involved the use of questionnaires, interviews and online websites journal researches to come up with the crucial data in research. Reliability and viability of the instrument The instruments I applied throughout my research work at the Fly Emirates Airline Company did not let me down since the questionnaires I imposed to many of the employees at the company came up with relevant information. The information gained was viable and reliable in my research study. Statistical Tool Analysis The interpretation of data obtained in the research study was analysed through the use of excel and access spreadsheets to reveal the total number of employees whom contributed towards answering the questionnaires supplied to them. Clients too were also on the forefront to provide information about the services they are being offered at the company. References Emirates airline 2014, Company profile, The business journals, viewed 18 November 2014, . Gupta, A, Jason, C & Herath, K 2005,Quality management in services: Sustaining structures of total quality services, An international journal, vol. 15, no. 4, p. 389-402. Margaret, R 2014, Total Quality Management, viewed 18 November, 2014, . Mark, K 2013, Customer satisfaction is not customer loyalty, loyalty builders. Available at . Appendix 1 Questionnaire form Kindly, tick or fill where appropriately. 1. Which position do you hold in the company IT administrator IT officer Marketing Director Marketing officer Any other, state 2. In your own opinion, what do you understand by total quality services? 3. Generally, what is the significance of ensuring clients are satisfied with services in your company? 4. What types of services are automated in your company? 5. What tools and equipments are used in the automation of Information Technology in your company? 6. Kindly, state the personnel(s) that is/are involved in the process of ensuring clients are satisfied through service offering in your company. Read More