scholarly journals Exploration of Customer Complaint Behaviors Toward Macau Low-cost Carriers

2017 ◽  
Vol 10 (9) ◽  
pp. 73 ◽  
Author(s):  
Yang Li ◽  
Grace Suk Ha Chan ◽  
Irini Lai Fun Tang
Keyword(s):  
Low Cost ◽  
Business Environment ◽  
Positive Word ◽  
Customer Feedback ◽  
Customer Complaint ◽  
Depth Interview ◽  
Low Cost Carriers ◽  
Good Reputation ◽  
Complaint Behavior ◽  
Positive Word Of Mouth

In 2015, the number of complaints against airlines in Macau increased considerably. In today’s keen competitive business environment, maintaining a good reputation and positive word-of-mouth within the industry is essential to increase competitiveness. Hence, Macau low-cost carriers should gather more customer feedback to improve their product and service quality. Macau passengers would speak to the management, their friends and family, and media and even choose boycott the companies when they feel dissatisfied with their travel experiences. The present study aimed to investigate the behavior of passengers in Macau toward low-cost carriers. A qualitative approach was adopted using a sample of 20 respondents who had previously submitted complaints to low-cost carriers. Semi-structured questions were asked in the in-depth interview. The results demonstrated the rationale behind the complaints. Perception of complaint behavior of Macau low-cost carriers’ passengers was discovered. Recommendations were proposed to provide insights for industrial practitioners.

scholarly journals Exploration of Customer Compliant Behavior toward Asain Full-Service Restaurants

2016 ◽  
Vol 8 (2) ◽  
pp. 46 ◽  
Author(s):  
Grace Suk Ha Chan ◽  
Anna Chun-Hsuan Hsiao ◽  
Ada Lai Yung Lee
Keyword(s):  
Hong Kong ◽  
Service Failure ◽  
Qualitative Approach ◽  
Customer Feedback ◽  
Compliant Behavior ◽  
Depth Interview ◽  
Service Productivity ◽  
Fair Compensation ◽  
Complaint Behavior ◽  
First Time

<p>The first law of service productivity and quality in restaurants is doing it right the first time. In today’s highly competitive environment, restaurants should acquire feedback from their customers to improve further the products and services they offer. One means to obtain customer feedback is to encourage and facilitate the complaint process. In response to an unhappy service, customers either speak with the management, their friends or do nothing, and they may also expect fair compensation whenever service failure occurs. This study aimed to investigate the complaint behavior of Hong Kong customers toward Asian full-service restaurants. A qualitative approach was adopted with a sample of 30 respondents who often dine in Asian full-service restaurants. Semi-structured questions were asked through an in-depth interview. Based on the results, the reasons for the complaints and complaint behavior of Hong Kong customers were identified, and recommendations were made to provide insights for industrial practitioners.</p>

Efficiency Evaluation of Low-Cost Long-Haul Carriers in the Trans-Atlantic and Asia-Pacific Markets

2016 ◽  
Vol 3 (1) ◽  
pp. 34-48
Author(s):  
Jennifer N. Hunt ◽  
Karlene Petitt ◽  
Dothang Truong
Keyword(s):  
Relative Efficiency ◽  
Low Cost ◽  
Business Environment ◽  
Asia Pacific ◽  
Load Factor ◽  
Data Envelopment ◽  
Efficiency Evaluation ◽  
Total Revenue ◽  
Low Cost Carriers ◽  
Dea Models

There has been a resurgence of interest in low-cost long-haul (LCLH) operations as airlines seek new growth opportunities. However, researchers have yet to evaluate and compare the relative efficiency of LCLH carriers in this competitive business environment. The purpose of this paper was to determine the relative efficiency of LCLH carriers in the Trans-Atlantic and Asia-Pacific markets. Data Envelopment Analysis (DEA) models were developed to compare the efficiency of five low-cost carriers: AirAsia X, Cebu Pacific, Norwegian Air, WestJet, current LCLH carriers, and JetBlue, a prospective LCLH carrier. The key findings from this DEA were that AirAsia X, Norwegian Air, and JetBlue were relatively efficient for all four quarters, whereas, Cebu Pacific was relatively efficient for three out of four quarters, while WestJet was relatively inefficient. Recommendations include suggestions for WestJet to lower its cost structure, and increase load factor, revenue passenger miles, and total revenue to achieve success with LCLH operations.

scholarly journals Pengaruh Customer Satisfaction, Brand Trust, dan Customer Feedback Terhadap Customer Loyalty Pada Perusahaan Mobil Suzuki

2017 ◽  
Vol 1 (1) ◽  
Author(s):  
Jhony Putra Satria Arianto
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Positive Word ◽  
Brand Trust ◽  
Research Model ◽  
Managerial Implication ◽  
Customer Feedback ◽  
Positive Word Of Mouth

The background of this research to understand the importance of customer satisfaction will result customer loyalty on consumer’s of automobile. The design of this research applies a research model based on consumer’s of Suzuki Ertiga In Suzuki Indonesia Company which locard in East Bekasi. A total of seventy consumers as respondents were analyzed using multiple regression analysis with SPSS 17. The objectives of this research to examine the importance will result on customer retention and generation of positive word of mouth. The result of this research that the effect of positively Customer Satisfaction, Brand Trust, dan Customer Feedback toward Customer Loyalty.  The managerial implication for marketing managers for understanding the importance of customer loyalty to increase company profitability.

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