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• W2097384764 abstract "This report provides an analysis on customer acquisition and retention on the airline industry. This research has been done because of the rapid increasing of airline service usage. In today's time where the competition is strict, knowing how to acquire and retained customers is very important. Hence, these project objectives are to find out what are the factors that affect customer's satisfaction and provide recommendations for better customers' acquisition, repetition and recommendation for airline service. First of all, the airline industry background has been analyzed by Porter's five forces model. Based on the analysis, it shows that the power of suppliers and competition between existing firms in airline service industry is high. While, the threats of substitutes, power of buyer and threats of new entrants are relatively low. Moreover, in order to help airline companies to survive this strict competition, several important attributes have been provided to achieve the objectives. This includes Customer acquisition, Customer retention, Customer Satisfaction and loyalty, Service Recovery and Management and Training. Next, this project use primary quantitative research method which is distributing survey and use several journal and books as a secondary research method to support the thesis. The sample size of the survey is 80 respondents. The data will be analyzed using XLD Data analyst. Based on the result, it shows several factors that affect customer's satisfaction which lead to acquisition, repetition and recommendations in purchasing airline service" @default.
• W2097384764 created "2016-06-24" @default.
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• W2097384764 date "2013-01-01" @default.
• W2097384764 modified "2023-10-04" @default.
• W2097384764 title "A Case Study on Customer Acquisiton and Retention on the Airline Service Industry" @default.
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• W2097384764 doi "https://doi.org/10.9790/487x-0941533" @default.
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