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Quality Passenger Service In Air Transport As A Foundation For Building Loyalty To Air Companies

Author

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  • Svetla Tzvetkova

    (University of National and World Economy, Economics of Transport Department)

Abstract

All air companies in the world strive to build good image, preferences and loyalty in customers by offering then services that come as close as possible to their requirements. Most air carriers incorporate entire systems to secure the necessary quality; however, the solution to this problem is quite complicated and depends on multiple factors, especially the human one, which is why two perfectly identical services never exist in transport. For this purpose, air carriers need to build an overall strategy to improve services and outline the fundamental reference points of a plan for undertaking specific measures. The main reference point of said plan is a professional management team, as well as the motivation and timely training of highly qualified, responsible and courteous personnel that has an individual approach to all passengers and satisfies their consumer ideas for quality transportation to the fullest.

Suggested Citation

  • Svetla Tzvetkova, 2020. "Quality Passenger Service In Air Transport As A Foundation For Building Loyalty To Air Companies," Entrepreneurship, Faculty of Economics, SOUTH-WEST UNIVERSITY "NEOFIT RILSKI", BLAGOEVGRAD, vol. 8(2), pages 161-172.
    • Handle: RePEc:neo:epjour:v:8:y:2020:i:2:p:161-172
    DOI: 10.37708/ep.swu.v8i2.13
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    More about this item

    Keywords

    passenger air transport; strategy for quality passenger service;

    JEL classification:

    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • R41 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - Transportation: Demand, Supply, and Congestion; Travel Time; Safety and Accidents; Transportation Noise
    • R49 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - Other

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