2.2Elaine K. Harris (2010), said that the expectations of customers and competition in the market. Service providers should be aware that losing is a very high cost. The customer service we disabled it happens easily. When a customer has been disregarded from the service provider. No honor in treating customers and neglect to follow up service. Therefore, education expectations and satisfaction of passengers on the airline's services: using a case study of binborikan in the country of Thailand. To study the level expected in the airline and the service level of passenger satisfaction obtained from the airline's service. Researchers reviewed documents and relevant research, and to offer the subject of marketing, service management, respectively, as follows: -The service and expectations. -Consumer behaviour -Customer relationship management -Competitive market strategy. -Customer satisfaction theory -Related research. -Analysis of the concept, expectation and satisfaction. -Data Airlines case study is the airline Air Asia.
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