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Customer Satisfaction in Airline Industry United Kingdom (British Airways)

Customer Satisfaction in Airline Industry United Kingdom (British Airways)

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Published by Sharad Ganjihal

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Categories:Types, Research
Published by: Sharad Ganjihal on Sep 05, 2011
Copyright:Attribution Non-commercial

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08/04/2013

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Sharad Ganjihal
Project Report
TITLE: Customer Satisfaction in Airline Industry UnitedKingdom (British Airways)
 
Sharad Ganjihal
 
Sharad Ganjihal
Abstract
 In service industries Customer satisfaction plays a very significant role. Severalauthors had believed that Customer satisfaction and service quality are inter-related.The purpose of this study mainly focuses on the customer satisfaction levels in Airlinesector in context with British Airways Limited in United Kingdom. In order todetermine the satisfaction levels of its customers in British Airways the author in thisthesis work had adopted exploratory method of approach and adopted quantitativemethodology to evaluate the existing relationship between the Customer satisfactionand service quality measurement in British Airways Limited. The author had gathered  primary data in the form of conducting questionnaires and a survey of travellers flying through British Airways Limited and also relied on secondary data resourcessuch as journals, books, articles for the purpose of the research study. Finally theresearcher could establish his aims and objectives in Research findings by applyingPaired Sample test in SPSS application and had concluded his work by mentioningexisting limitations and future recommendations.
 
Sharad Ganjihal
Acknowledgement
I am grateful to Almighty for his kind blessings on me during my entire MBAprogramme.The thesis work was undertaken by me under the guidance of my supervisor Dr.James Ogunleye. I would like to extend my heartiest thanks to Dr. James Ogunleyefor his prominent guidance, invaluable inputs and feedbacks, timely support as well assteady encouragement all through the process of dissertation work.I also would like to thank my professors for their enormous support during my MBAprogramme. I would like to thank my beloved parents, friends and colleagues for theirassistance and kind words during my entire thesis study. Finally I would like toconvey my deepest appreciation to my dear family for their uninterrupted support andconcern.

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