Customer care and sales volume: a case study of air Tanzania
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Date
2010-12
Authors
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Journal ISSN
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Publisher
Kampala International University.College of Economics and Management
Abstract
The purpose of the study was to establish the effects of customer care and sales
volume. The study was prompted by the fact that the airline's performance was'
far below expectation of the airline's management and was affecting its' sales
volume. The study used a cross sectional survey descriptive research designs.
The research was guided by the following objectives; to establish factors that
affect customer care in Air Tanzania, establish relationship between customer
care and sales volume, and establish ways to improve customer care in Kenya
airways. Data were collected from secondary and primary sources. Purposively
selected primary data sources were airlines and travel agents officials and
customers. Data were collected from these respondents using questionnaires.
The research findings revealed that different research factors affect customer
care these included product knowledge, staff competence, provision of
information, on-time performance, communication system, competition, profits
and handling of customer complaints. The mentioned factors will positively or
negatively contribute to enhance of customer care in an organization thus impact
on sales volumes.
The research findings revealed concluded that there is a strong relationship
between customer care and sales volume through Air Tanzania's loyal program.
The research findings recommended that customer care could be improved in
different ways by improving on the check-in counters at the airport, recruitment
more reservation and ticketing staff that should be well trained and experienced.
Air Tanzania should install a modern call centre and improve on public relation.
Air Tanzania should have separate counters and reward competent staff and
agents and improve on the Air Tanzania web-site.
Description
Dissertation submitted to the School of Business and Management in partial fulfillment of the award of a bachelor of Marketing Management of Kampala International University
Keywords
Customer care, Sales volume, Air, Tanzania