“Describe and evaluate the ways in which a relevant service organization manages its customers’ expectations and satisfaction levels”.

Introduction

Marketing experts have suggested that for companies to be successfully in this competitive business world , they must meet or even surpass customer expectations so that the companies can attain customer satisfaction . However , customer expectations are not standard and fixed they keep on changing , as they can grow up or shrink down , take a different direction or form , and they can be infeasible , unjustifiable or even unproductive to attain . At the end , how the customers are satisfied or not satisfied depends on how a company handles these expectations and the way

the company performs in meeting these expectations . As such companies have a major challenge in making sure that its customers are satisfied . theless it is true that consumer satisfaction is affected by an intricate interconnection of various factors . But , as Gronroos (2000 ) notes , customer satisfaction levels is basically influenced by the customer expectations changes or through the company 's performance . Complaints of customer can be used to measure the customers ' discontent with the service or product quality , in a case where the quality depends on the service being provided , customer satisfaction may be measured through expectations and also the real experience of the service quality

Company selected : Emirates Company pro

Emirates airline is an airline company which is based in Dubai , United Arab Emirates (UAE ) in the Middle East . The company is the biggest airline in the region operating passenger service . It has more than 2 ,350 flights per week flying to more than 91 cities in over than 61 countries located in six continents . It offers cargo services by use of its Emirates Sky cargo name . The company is based in Dubai international airport . Over 50 of flights movements in and out of the Dubai airport are carried out by Emirates airplanes , and it is projected that by 2010 the figure will increase to 70 . The airline was established in 1985 by the government of Dubai and it has had a phenomenal growth to be among the largest airline not only in Asia but in the whole world . Emirates has a very strong brand image has been able to get various international wards , and it is set high standards in the industry of aircraft purchasing , service , safety and innovation . In Asia it is ranked as the tenth largest airline , and it is ninth in terms of international passenger volume (Directory , 2007

Customer satisfaction

A customer being the most important person , customer satisfaction is very important this will try to find out the level of satisfaction of the customers of Emirates Airline in relation to their expectations regarding the services provided by the airline which is reputed for high quality (USAToday , 2007

Customer satisfaction in airline industry

Airline passengers currently are being ranked among some of the companies with customer who are not satisfied with the services they receive . In a report carried out in 2007 , it showed that airline industry cored only 63 out of a 65 a score that the airline scored in 2006 and it...