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    Service Marketing

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    Vinay Kesarwani
    This document contains a summary of 6 answers related to improving United Airlines' service for non-business travelers. It discusses focusing on reducing prices, improving in-flight entertainment and leg room, and providing better timelines. It also evaluates United's performance compared to other airlines and identifies areas where United can improve customer satisfaction measurement.

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    Service Marketing

    Uploaded by

    Vinay Kesarwani
    213 views2 pages
    This document contains a summary of 6 answers related to improving United Airlines' service for non-business travelers. It discusses focusing on reducing prices, improving in-flight entertainment and leg room, and providing better timelines. It also evaluates United's performance compared to other airlines and identifies areas where United can improve customer satisfaction measurement.

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    This document contains a summary of 6 answers related to improving United Airlines' service for non-business travelers. It discusses focusing on reducing prices, improving in-flight entertainment and leg room, and providing better timelines. It also evaluates United's performance compared to other airlines and identifies areas where United can improve customer satisfaction measurement.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    213 views2 pages

    Service Marketing

    Uploaded by

    Vinay Kesarwani
    This document contains a summary of 6 answers related to improving United Airlines' service for non-business travelers. It discusses focusing on reducing prices, improving in-flight entertainment and leg room, and providing better timelines. It also evaluates United's performance compared to other airlines and identifies areas where United can improve customer satisfaction measurement.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Service Marketing

    Manoj Kesarwani
    M4 (20-22)
    20630020303

    Ans 1) United airlines should work on some field to increase their non-business
    customers-
     They should reduce their price
     When any person is travelling for 2 to three hours they need some
    entertainment so that their journey could go smoothly that's why United
    Airlines should provide some entertainment in their flight
     When they will make their new flights they should also work on leg room
    so that traveller should feel more comfortable while travelling
     They should provide proper timelines to travellers
     As we can see United Airlines is very good in flight schedule so to attract
    travellers They should maintain this quality and if possible they can work
    on it and Take this matrix on 10
    Ans 2) According to the data collected by United Airlines we can say Southwest
    Airlines and Frontier Airlines are most preferred bye non business travellers.
    Ans 3) According to the matrix data United Airlines should first work on
    Inflight entertainment options and timelines immediately after working on this
    segment then they should work on prices as well.
    Ans 4) After comparing United Airlines expectations and perceptions I can say
    that there is not too much gap in expectations and perceptions but their
    expectations was more then perception in baggage fees, leg room, flight
    schedule and their expectations was less in timelines and inflight entertainment
    options but travellers gave them more points in this segments.
    In the matrix we can see that, in some segment hello travellers have given them
    less marks than expected but in some segment they have given them more
    marks than expected so, I can say that customers are satisfied.
    Ans 5) If United Airlines want that their multi attribute matrix about customers
    expectations should be correct so, they should-
     Take feedback from every customers after their journey ends
     Conduct more surveys to understand their customers
     Ask their marketing team to do research on customer so that they can get
    accurate data
    Ans 6) Pros of United Airlines actively pursuing nonbusiness customers are-
     They are having good flight schedule
     They are able to provide all the destinations which customer wants
     They are operating 3300 flights a day
     47000 employees live in US state and in many other countries throughout
    the world
     Their timelines is also good and make their customer satisfied
    Cons of United Airlines actively pursuing non business customers are-
     Not providing too bored inflight entertainment options
     need to work on leg room to make customer more satisfied
     They were thinking that they are taking right baggage fees but customers
    are less satisfied with their fee structure so they should work on baggage
    fees as well

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