Overview of case

Manmohan & Adhish had never travelled by air.

Booking of tickets
Experience at reception counter
Looking for window 19
Experience at security area
Experience at aircraft
Better service in destination airport by employee
Question & Answer
Q-1 what is the service which a customer pays for?
The customer pays for the getting good services with
proper information
 Here, Manmohan and his son don’t get good service
and better information.
Q-2 when dose a service start and when dose it finish ?
Service start with getting of information and it
complete with satisfaction.
Manmohan and his son do not get proper information
so they are not satisfied.
Q-3 How do Manmohan and his family contribute to
service experience ?
Manmohan and his family member has somewhat bad
experience of service at originating airport.
They get better service at destination airport.
Q-4 Are the provisions of service different for
Manmohan and Adhish?
No, they both get same service as other passengers get.
They got somewhat good and bad experience as same
other person got.
Q-5 How do employees affect the service experience ?
Employees affect most in service
For E.g.:- The employee of Window 6 reply very
politely about the window 20 The announcer was not
speaking clearly, The behavior of the security was also
rude, But on the other airport the behavior of
employee was very nice to the Passengers.
Q-6 How dose physical evidence affect the service
experience ?
• The physical evidence is also important in service.
• reception counter was not on proper way
• The voice of the announcer was not clear
• The seating plan of TV screen was such that only 20 to
25% of the passenger can see the information.
Q-7 How do other customers affect the service
experience ?
The service experience of other customer support was
not adequate as they were not looking patient at the
time of watching TV screen, One fellow was smoking
in non smoking area, Some people were shouting to
gain attention of the enquiry attendant.