Transcription of Managing Customer Expectation for Passenger …
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Managing Customer Expectation for Passenger …
Managing Customer Expectation For Passenger Service at Airport 1 | P a g e Managing Customer Expectation for Passenger Service at Airport Ruzliana Fazila Kamarudin Human Resource Services Malaysia Airports Holdings Berhad YE201503 Managing Customer Expectation For Passenger Service at Airport 2 | P a g e Contents Abstract .. 3 1. Introduction .. 3 2. Customer Expectation vs Customer Satisfaction .. 3 3. Passenger segmentation .. 4 4. Evolving passengers Expectation .. 5 5. Performance measurement on Customer satisfaction .. 5 Linking to Business Objectives .. 5 Key Performance Indicators .. 6 Customer Service Benchmarking Programme .. 6 Airport Service Quality (ASQ) Survey .. 6 SKYTRAX .. 6 Power Travel Ratings .. 7 6 Key focus areas in Managing Passenger Expectation .. 7 Passenger processing .. 7 Improving operational efficiency by innovations .. 7 Ease of journey through airport.
Managing Customer Expectation For Passenger Service at Airport 1 | P a g e Managing Customer Expectation for Passenger Service at …
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