The dissertation is structured in such a manner that it is divided into eight segments. The first six segments pertain to chapters of the dissertation while the last two pertain to the reference section and the appendix.
The first chapter introduces the topic to the reader, providing the company overview of the Singapore Airlines and their significant strengths and weaknesses, the importance and the relevance of the study as well as the research objectives are clearly depicted. The second chapter pertains to the literature review where the secondary research on the topic of service quality, service offerings made by airlines operating in the global transportation and aviation industry as well as the service standards of Singapore Airlines as well as its competitors are depicted. The review of the literature highlights the policies and the strategies being employed by airlines to increase customer satisfaction while increasing profits.
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