| Author | Sharma, Susmita |
| Call Number | AIT RSPR no. SM-02-76 |
| Subject(s) | Consumer satisfaction
|
| Note | A Research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-02-76 |
| Abstract | With the potential of economic growth and enormous opportunities in tourism sector in Asia Pacific region, the travel market has become very competitive. Globalization and technology development have changed the ways that the GDS providers have been competing in the market place. Differentiation strategy in terms of high quality or low pricing is not enough to become a leader in the market. The quality of service should be delivered to the customers beyond their expectation, which can be done with monitoring customer satisfaction as a consistent key process. The research is a case study of Amadeus Service Management Center (SMC), Bangkok, who serves Amadeus National Marketing Companies (NMCs), throughout the world, its main customers. A customer satisfaction survey is can-ied out to understand the Amadeus NMCs' perception of the SM C's perfo1mance and service quality in Asian region. In this process, a framework of perceived quality attributes for Amadeus was developed. Finally, recommendations were given for the areas of improvement in their service performance based on the customers' perception. Future research direction was in te1ms of methodologies of research to get the more effective results. |
| Year | 2002 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-02-76 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Do Ba Khang; |
| Examination Committee(s) | Swierczek, Fredric W.;Sununta Siengthai; |
| Scholarship Donor(s) | Government of Norway (NORAD); |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2002 |