Vietnam Airlines: An overview

Vietnam Airlines: An overview INTRODUCTION Vietnam Airlines is the flag carrier of Vietnam, the country with population of 85 million and 330 000 square meter. It was established in January 1956 by the Government and marked the birth of aviation industry in Vietnam, and served only domestic flights (Vietnam Airline, 2008). After the end of Vietnam War, from 1976, Vietnam Airlines started international flights, including South East Asian countries and China. Another turning point of Vietnam Airlines is year 1993 when this airline became the national flag Airlines of Vietnam. Nowadays, Vietnam Airlines connects 19 cities throughout the country and 42 international destinations (including code-sharing services) in Asia, Europe, US and Australia,. Mission: As a flag carrier, Vietnam Airline wants to be the bridge between Vietnam and other countries in the world and â€Å"bring Vietnam cultural to the world† (Vietnam Airline, 2008). The International Air Transport Association (as cited by Chan (2000)) predicts air travel in Asian Pacific will account for 40 % in 2010. The potential of this airline market increases due to the fact that the attractive of tourism, the emerging economies and the increase number of middle-class. Unlike in Western country, surface transportation, such as railways, highways in Asia is not good and therefore, it can create opportunities for airline transportation as the only and the faster way. Like other countries in Asia, the potential of Vietnam market is high and untapped. In 2007, 4.2 million foreign visitors travelled to Vietnam, 16 per cent more than in 2006 (Sydney Morning Herald, 2008). And according to Sydney Morning Herald (2008), Vietnam is ranked as number 4 by The World Travel and Tourism Council on its list of the worlds fastest growing travel destinations. Vietnams domestic market is also highly potential due to the fact that surface transportation infrastructure is not competitive. It takes more than 30 hours to travel by train, from Hanoi to Ho Chi Minh City, much higher than nearly 2 hours of normal flight. Other alternative is coaches which also take time and inconvenient. Although average income per capita of Vietnamese is only 835 US Dollars (in 2007) (General Statistics Office of Vietnam, 2008), lower than other neighbour countries, such as Thailand, Malaysia, Singapore; the income increases gradually in the last few years increase 7% per annum, shows the tourism potential of this airline in Vietnam market. Moreover, due to high population density and business opportunities in two largest economic hubs of Vietnam: Hanoi and Ho Chi Minh City, travel demand for business purpose is very high. However, aviation service quality in Vietnam is far behind the international standard. It is very easy to find tons of articles of customers complaints about all three domestic airlines in Vietnam: Vietnam Airlines, Indochina Airlines, Jetstar Pacific. Even in Vietnam Airlines, the national flag carrier and full service airline, service delivery is mainly product-oriented which has set the mind of management board to be far apart from customer-oriented. Customer dissatisfaction varies from booking services, poor catering, the temper of air crew to luggage delivery services. Broad aim of the research: Use SERVQUAL model to assess customer satisfaction and service quality of Vietnam Airlines. Research questions: How can the customer satisfaction with Vietnam Airlines be described? How satisfied of Vietnam Airlines customer with its services? How can Vietnam Airlines managers improve the service satisfaction among Vietnam Airlines customers? The main purpose of this study is to investigate customer satisfaction in airline industry. In the chosen airline, Vietnam Airlines, the author aims to explore what customer satisfaction is in the perceptions of the airline passengers and find the solutions to improve customer satisfaction. By analyzing questionnaires and interview of customers, customer satisfaction degree will be examined and after that, new strategies and recommendations will be given for Vietnam Airlines to enhance service quality. This study aims to help Vietnam Airlines management to better diagnose the customers needs and expectations. It will also play a role in identifying the present situation of this flag carrier and suggest future strategies for better customers service. Conceptual framework: To investigate the service quality and customer satisfaction of Vietnam Airlines, I will use the SERVQUAL model (Parasuraman et al, 1985, as cited by Chau and Kao (2009)) which the de LITERATURE REVIEW The importance of customer satisfaction: Thank to good services and customer satisfaction is met, behavioral acts of customer can affect the profitability and market share of a firm through three main behavior: word-of-mouth, repurchase intention and positive feedback. The first customer behavior is â€Å"word of mouth†, defined by Saha and Theinge (2009) as a flow of information about products and services that passes from one customer to other and can be used as trustable source of information to evaluate recommendations (mouth to mouth marketing). In all case, customer satisfaction does not always create mouth-to-mouth marketing but it is a necessity that satisfaction is met for positive word-of-mouth. Research conducted by Babin (2005) shows that not only pleased customers generate world-of-mouth but also extremely dissatisfied customers causes negative feedback and controlling two flows of information is necessary for marketers. Secondly, good services also lead to repurchase intention or customer loyalty. It is very necessary to gain loyalty because it is cheaper to keep old customers than lure new ones from other service providers. Airline carriers often use â€Å"frequent flyer scheme† but it is not often applied for budget airlines due to the high cost. Only by services and affordable price, low cost carriers can maintain the number of customers. Another behavior of customers as mentioned above, customer behavior, refers to transmission of complaints and compliments to service suppliers. Soderlund (1998) shows that dissatisfied customers tends to generate negative feedback than positive one from satisfied customers. The number of feedback cannot be the most precise method for customer analysis but it is useful to forecast consumer trends and improve services. Customer satisfaction in airline industry: Tai and Chan (2002) define service satisfaction as the post purchase evaluation of consumption experience. Unlike material products or pure services, airline service- like other hospitality services is combination of tangible products and quality of service offered to passengers. For example, satisfaction with hospitality service- such as a restaurant meal is amalgamation of the food or drink (material product), the behavior of waiters or waitresses, and the environment of the restaurant (decoration, lighting). In aviation industry, the core products are only physically transport customers and their luggage between two destinations. Other services in a flight, such as making enquiry and booking, seat allocation, in-flight services and baggage handling are only secondary tasks but they can create dissatisfaction if it is performed badly. Service quality and customer satisfaction becomes vital in the sustainability of aviation industry, basing on following criteria: financial data, fares, passenger load factors, service related issues (Sultan and Simpson, 2000). Sultan and Simpson (2000) suggest marketing strategies for airline industry focus on customer satisfaction, rather than company profit. Airline service can also be rated in terms of five dimensions: overall performance, comfort, service, food and website (Rhoades, 2006). On the other hand, Rhoades and Waguespack (2005) points out the operational measures of airline service qualities: the number of flight delays, mishandled baggage, overbooks flights and consumer complaints. Only a few airlines (including Singapore Airlines, British Airways and American Airlines) can establish the reputation of high service quality (Chan, 2000). These airlines are successful in positioning themselves, not by offering the cheapest prices but delivering excellent service quality. Providing consistent service quality is a challenge for all companies in service sector, including airline industry. In these days, to keep the high level of quality standard, mega carriers and small airlines are cooperating rather than competing with others by sub-contracting, code sharing and global marketing network. (Nejati et al, 2008). The formation of these alliances increases the benefit of economies of scale by enhancing flight availability and yield from customers. However, to work in effective way, two airlines must offer similar service level and position themselves in the same way in the market. Customer satisfaction Measurement SERVQUAL -the gap model which is firstly proposed by Parasuraman (1985) (as cited by Nejati, 2008) is a widely used model and has been applied for plenty of service industries: public services (Bryland (2001) and Wisniewski (2001)), police services (Donnelly et al, 2006), heath care (Kilbourne, 2004), mobile communication (Lai et al, 2007), etc. SERVQUAL is based on the assumption that the service quality is measured by the gap between the customers needs and wants of service and the actual service quality that customers receive from service provider (Donnelly, 2006). If the service is over customers expectation, it is assessed as excellent service; otherwise, the service becomes unacceptable. It is a useful method because service quality is assessed from customers perspectives, and by comparing and contrasting the difference between the each customers groups and the differences between the company and its competitors, managers know where they are in the market, how to position the s ervice and which group will be the target customers. Zeithaml (1990) (As cited by Donnelly et al, 2006) identifies five dimensions of service quality management: -Tangibles: the existence of modern equipment and facilities, professional employees, and communication materials. Reliability: performing the service as promised, carrying out the service right at the first time and managing to solve customer services problems. Responsiveness: willingness to help customers, provide prompt service and readiness to customers request. Assurance. The knowledge and courtesy of employees and their ability to convey trust and confidence. Empathy: understanding customers need and wants and giving customers individual attention, convenient business hours. Among the five gaps of SERVQUAL, this research concentrates on Gap 5- the difference between customers expectation and perception. The reason for this limitation of the research due to the fact that it is the only gap that can be investigated solely by the data provided by customers while other gaps need information from management board and the company itself. BIBILIOGRAPHY: Boddy, D. (2008), Management: An introduction, 4th edn, Pearson Education Limited: Essex. Bryman, A. and Bell, E. (2007), Business research methods, 2nd edn, Oxford University Express: New York. Collis, J. and Hussey, R. (2009), Business Research: A practical guide for undergraduate and post graduate students, 3rd edn, Palgrave Macmillan: Hampshire. Chan, D. (2000), â€Å"Air wars in Asia: competitive and collaborative strategies and tactics in action†, Journal of Management Development, 19 (6), pp 473-488, EMERALD. [Online]. Available http://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=ArticleFilename=html/Output/Published/EmeraldFullTextArticle/Pdf/0260190602.pdf (Accessed May 25th 2009). Doganis. R. (2001), The airline business in the 21st century, Rouledge: London. Fisher, C. (2004), Researching and writing a dissertation for business students, Pearson Education Limited: Essex. Horn, R. (2009), Researching and writing dissertations: A complete guide for business and management students, Chartered institute of personnel and development: London. Knowles, R., Shaw, J. and Docherty, I. (2008), Transport Geographies: Mobilities, Flows and Spaces, Blackwell Publishing Ltd: HongKong. Hanlon, P. (2007), Global airlines: competition in a transnational industry, 3rd edn, Butterworth-Heinemann: Oxford. Liu, A.H.(2006) ‘Customer value and switching costs in business services: developing exit barriers through strategic value management , Journal of Business Industrial marketing,21(1), pp.30-37 EMERALD [Online].Available at: http://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=ArticleFilename=html/Output/Published/EmeraldFullTextArticle/Pdf/0800210104.pdf (Accessed: 14 May 2009)Mowen, J. (1995), Consumer Behavior, Prentice Hall: New Jersey.Saha and Theingi (2009), â€Å"Service quality, satisfaction and behaviour intentions: A study of low cost airlines carriers in Thailand†, â€Å"Managing Service quality, 19(3), pp 350-372, EMERALD. [Online]. Available at http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=962B9598F85C1E4B396446804F931677?contentType=ArticlehdAction=lnkhtmlcontentId=1789597history=false (Accessed May 25th 2009). Solomon, M. (2007), Consumer Behaviour: Buying, having and being, 7th edn, Pearson Prentice Hall: New Jersey. 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(2007), Vietnam: Surge in flights to trendy destination, The Straits Times, [online], Available at http://www.asiaone.com/Travel/News/Story/A1Story20071203-39379.html (Accessed July 3rd, 2009). http://www.itpc.gov.vn/importers/news/2009/05/2009-05-14.683111/MISNews_view?b_start:int=40set_language=en Sydney Morning Harald (2008), Jetstar targets Vietnam tourists boom, [Online], Available at http://www.smh.com.au/news/news/jetstar-targets-vietnams-tourist-boom/2008/05/26/1211653891044.html (Accessed May 25th, 2009). Vietnam Airlines (2008), Our Background, Available at http://www.vietnamairlines.com/wps/portal/en/site/about_us/our_background (Accessed June 18th 2009).

Havmor Limited India Essay

INTRODUCTION TO HAVMOR ICE-CREAM PVT. LTD. Havmor Food Pvt. Ltd. is the industry where different flavors of ice-cream are prepared. Havmor Industries is the firm chiefly leading with processing of Ice-cream. But also makes other products. Havmor Industries is one of the famous Ice-cream producing companies in Gujarat. As today Ice-cream market has been more competitive due to many new entries in the fields but Havmor is still holding its position and command in the Ice-cream market. BACKGOUND AND HISTORY OF HAVMOR ICE-CREAM Havmor ice-cream began its branded life in 1944 in Karachi in undivided India. But by 1947 it became a popular brand. But in 1947, in the time of the partition, its founder Satish Chona had to join the exodus to India, with virtually no movable Assets. Searching for a new turf, he tired out Dehra Dun and Indore and finally settled down in Ahnmedabad. In India he had to again begin his work from the start. He started selling ice-cream at the Ahmedabad Railway Station. The founder began the brand named Havmor, their slogan was â€Å"Achai, Sachai, Safai† Today, Havmor ice-cream is a delicious facet of Western India’s daily life, and part of its market move. It reaches hundreds of thousands of consumer through 8 main outlets and 3800 plus dealers. Pradeep Chona, Son of Satish Chona, today heads the Havmor conglomerate. He has continued his father is quality obsession and streak of innovation. Pradeep Chona set off a series of changes in Havmor – in technology, in quality and hygiene standards in management in HRD and in the overall corporate environment. This re-engineering was completed by capacity expansions and a flourry of promotional activities, to maintain the company’s market presence in act in competitive firms.

The Advantages of Gwu Essay Samples

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Essay about Storm of Steel - 1495 Words

Its a fact, when talking on the subject of war, we presume that if the generals and country leaders didnt start them, they would by no means occur. In a book like Storm of Steel by Ernst Junger, though, there seems to be one more requirement, ready and enthusiastic soldiers. Junger would have probably preferred themselves warriors or barbarians. Its within this book that Ernst Junger tells the story of a man who describes and most likely believed that the battlefront of World War I was not a awful place to be, in fact that it was a quite magnificent place to be. Without a doubt, the reader can tell that Junger feels it was an honor to able to participate in Kaiser Wilhelms war for the good of the Fatherland. Ernst Junger was simply†¦show more content†¦To be overcome by ones weakness is only human.(304) Other than by looking at the fight as something bigger than his individual story, he is able to undo his sense of being human, and is therefore able to contain his own cravin g for protection and well-being. Ernst Junger established much more than significance for the war as a whole, but somewhat found meaning for his complete existence in his book, Storm of Steel and that alone is reason enough for those in Nazi Germany to embrace him as one of their own. He was always placed in a situation that, it can be alleged that in order to stay alive, or at least survive emotionally sane, one has to think that there is a validation for war and that skirmishing in it is more than an responsibility, but an opportunity, chance, and a necessity. For the person it has to be mentally fulfilling and for a nation it means that it sharps one of its blades. Ernst informs us, ...all success springs from individual action, while the mass of troops give impetus and weight of fire.(301) If bravery is doing something notwithstanding being scared, then anyone can dispute that Ernest Junger, apart from his politics and whether or not he supports Nazi Germany, was a courageous man. Nevertheless, regardless of how dignified the reason may be, ultimately the mind has to discover a way to handle all the carnage that he describes. You can either pretend it wasnt happening as his fellow soldiers were doing, or youShow MoreRelatedStorm of Steel Paper1286 Words   |à ‚  6 Pagesï » ¿ Question #1: Should Junger s Account Be Considered A Pro or Anti War Book? October 11, 2013 This essay will try to answer the question: should Ernst Junger’s book â€Å"Storm of Steel† narrative describing his personal experiences during his service in German Army on Western Front of WW1 be consider anti or pro war? In order to answer this question it is first important to determine the fraises â€Å"pro-war† and â€Å"anti-war†. The term â€Å"pro-war† describes an attitudeRead MoreAnalysis Of Storm Of Steel 2244 Words   |  9 Pagesperiods the authors had joined in the war effort. Firstly, Ernst Jà ¼nger had joined the war in 1914, at the outbreak of war, when Europe and young soldiers were enthusiastic about fighting for their home countries. Throughout his autobiography, Storm of Steel, Jà ¼nger keeps this same outlook of heroism and pride when speaking of the war. By contrast, Erich Remarque s novel All Quiet on the Western Front, despite being a fictional account, can be said to directly reflect Remarque s opinions on theRead MoreAnalysis Of Storm Of Steel 2033 Words   |  9 Pageseager for the war, and all expected greatness. â€Å"The outbreak of the war was greeted with enthusiasm in the major cities of all the belligerent powers† (Howard, 27). 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It enlightens the detestations as well as the interest of aggregate war, as seen through the eyes of a customary German warrior. Youthful, intense, devoted, additionally stunning mindful, Ernst Jà ¼nger celebrated in the Great War, which he saw as an awesome national clash as well as all the more imperatively as a special individual battleRead MoreStorm of Steel Reading Response Essay1551 Words   |  7 PagesStorm of Steel provides a memoir of the savagery and periods of beauty that Ernst Jünger’s experienced while serving the German army during the First World War. Though the account does not take a clear stand, it lacks any embedded emotional effects or horrors of the Great War that left so few soldiers who survived unaffected. Jünger is very straightforward and does remorse over any of his recollections. The dark ness of the hallucinations Jünger reports to have experienced provides subtle anti-warRead MoreSummary Of Absolute Destruction And Storm Of Steel1048 Words   |  5 Pagesbeing swiftly fought, and as a result of the prolongued fighting that actually did take place, the plan was derailed and brought to its knees. Two bodies of literature written about this time period, â€Å"Absolute Destruction† by Isabel Hull and â€Å"Storm of Steel† by Ernst Junger, both take a look at the events surrounding the creation and destruction of this plan, as well as how it was executed throughout by the soldiers that fought it. Both of these books detail these events very differently; While IsabelRead MoreStorm of Steel vs All Quiet on the Westen Front1023 Words   |  5 Pagesfor these men the memoirs from the war was varied on the western front within the German ranks. Two well known books written by the German men were Storm of Steel, written by Ernest Junger, and All Quiet on t he Western Front, written by Erich Maria Remarsque which were written on the same frontier, yet were different on many basic levels. In Storm of Steel, Junger explains the war through his own personal journal that he had written while in the war and though very patriotic and nationalistic the eventsRead MoreTornado Storm Design Model1350 Words   |  6 Pagesprovided guidance and tips for tornado protection since the 1980s; through various publications of the work and recommendations. In 2008, the International Code Council, ICC, and the National Storm Shelter Association, NSSA published the ICC 500-08 ICC/NSSA standard for the design and construction of a storm shelter. An open-ballot, consensus method produced this standard (as needed for all legal code adoptions). The updated version of the standard was published in 2014 and the commentary for the