A study on service quality management and passengers feedback of Singapore airlines Dhaka

Abstract

Singapore airlines has spread its name far and across for its high level of customer satisfaction and excellent service both on and off the ground. This project is carried out to find out level of customer satisfaction regarding Singapore airlines. The subject was limited to Singapore airlines Dhaka sector due to circumstances. The report here gives a detailed analysis organized with facts on customer satisfaction. It helps to figure out why Singapore airlines stands high amongst others in the airline industry. Not only these facts but this research also tries out to find out some weaknesses regarding both service and employee for the company and some recommendations for improving the condition even more. Customer satisfaction was measured through research data which was collected from random samples amongst the daily passengers flying with Singapore airlines. This report basically covers some important aspects which is related to the operation and customers perception aspects of the company. In this report I tried to explain the process of providing service to the customers maintained by Singapore Airlines and also the feedbacks about the service. What we will go through is a detailed report about how customer service is being provided by Singapore Airlines in Dhaka station. Starting from the ticket purchase in reservations, till the passenger gets on board into the flight several steps are being followed thoroughly to provide service. I tried to find out what the steps are and give detail information about all of them. However this report contains only a brief discussion about the service quality and passengers feedback. Numerical figures or data analysis are shown in brief due to some limitations from the company. However during the internship period I have watched how Singapore airlines provides high quality services to their passengers inside airport. Services include fast check in, warm greetings, handling pressure with a nice gesture and cool mentality under every circumstance. Also at boarding gate, on arrival area where the passengers get their baggage, the ground staff also ensures that every passenger is happy with the service. SQ tries to give their level best service in every sector where passengers are involved. This report gives us an idea about how Singapore airlines maintains their service and provide it in all those areas mentioned above inside airport The experience was extremely valuable for me. However, during the job I faced a lot of difficulties which I observed and also some untold works which I had to do. This thing is also noted in the report and some recommendations about how to make this job more interesting and better one for the employees are given. I tried to touch down all the important aspects and practices that I have gone through in this internship period of mine and some perception regarding employee satisfaction and office environment are given.