Sample Essay

The results of the primary research conducted via the questionnaire instrument depicted that the customers expect the responsiveness of the services provided by the Singapore Airlines to be most important.The second most important aspect of the customer service expected from Singapore Airlines is the reliability of the staff and the services followed by the physical and tangibles facility based services provided by Singapore Airlines to its customers. After the physical aspect of the service rendered by Singapore Airlines to its customers, the assurance aspect of the services provided by Singapore Airlines was considered important by the respondents. The least important aspect of the service quality which was expected by the respondents pertained to empathy from the staff.

The results of the primary research conducted via the questionnaire instrument depicted that the customer satisfaction level from the assurance of services provided by the Singapore Airlines to be very high. The next best service level of the Singapore Airlines in terms of customer satisfaction was responsiveness of the staff. This was followed by the physical and tangibles facility based services provided by Singapore Airlines to its customers. After the physical aspect of the service rendered by Singapore Airlines to its customers, the reliability of the products and services provided by Singapore Airlines was rated as providing them with high level of customer satisfaction. The aspect of the service quality which generated the least amount of customer satisfaction for the customers was the empathy they received from the Singapore Airlines staff.

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Essay: Primary research Results; Singapore Airlines
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