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Airline Experience and Service Quality

In preparation for this research effort, review the following publications and familiarize yourself with the service experience of an airline passenger. Each publication is located within the attachment’s sections.

• Nam, S, Ha, C, Lee, H. (2018). Redesigning in-flight service with service blueprint based on text analysis. MDPI.com, Sustainability|an Open Access Journal. 10 (12):4492.
• Lim, J. & Lee, H. (2019). Comparisons of service quality perceptions between full service carriers and low cost carriers in airline travel. Current Issues in Tourism, 1-16.

Next, research information pertaining to the services provided and customer reviews of Delta Airlines. There are many online resources to aid in your search effort, including but not limited to:

• https://www.airlinequality.com/review-pages/a-z-airline-reviews/
• https://www.tripadvisor.com/Airlines

Develop a comprehensive report of the airline-passenger service encounters (as identified by Nam and Lee, 2018) and propose recommendations for improving service quality

At a minimum, your report should include the following topics:

• Identify the airline’s position (as a legacy or low-cost carrier) and describe how the service mix caters to their target market.
• Evaluate the eight service encounters based on customer reviews and secondary research.
• Explain the importance of innovative in-flight services.
• Describe the significance of service quality and how it can be measured.

At a minimum, your report should include the following:

• Written with at least three sections, a 150-word introduction, body content containing subject headings, and wrap-up or summary.
• Include a title page with your name, course, assignment number, and title.
• Use current APA. In-text citations and include a reference page at the end.

Introduction: The objective of this report is to analyze the service experience of passengers flying with Delta Airlines and provide recommendations for improving service quality. The report will first identify the position of Delta Airlines as a legacy carrier and how its service mix caters to its target market. Then, based on customer reviews and secondary research, the report will evaluate the eight service encounters identified by Nam and Lee (2018) and explain their importance in enhancing the overall passenger experience.

Position of Delta Airlines: Delta Airlines is a legacy carrier and operates as a full-service airline. It caters to a wide range of customers, including business travelers and leisure travelers, who are willing to pay more for a higher quality of service and amenities. The service mix of Delta Airlines includes in-flight meals, entertainment options, and additional baggage allowances, among others, which cater to the needs and preferences of their target market.

Evaluation of Service Encounters:

1. Pre-flight: Customers have generally reported positive experiences with Delta’s check-in process and baggage handling. However, there have been some complaints about long wait times and customer service issues.
2. Boarding: Reviews have been mixed, with some customers praising the organized boarding process, while others have reported issues with overhead bin space and seating arrangements.
3. In-flight services: Customers have generally given positive feedback about the entertainment options, meals, and in-flight amenities offered by Delta Airlines. However, there have been some complaints about the quality and availability of food options.
4. In-flight comfort: Customers have generally reported a comfortable flight experience, with ample legroom and seat comfort. However, some customers have reported issues with temperature control and cabin noise levels.
5. Flight attendant services: Customers have generally given positive feedback about the friendly and professional attitude of Delta’s flight attendants. However, some customers have reported issues with slow response times and inadequate attention to their needs.
6. On-time performance: Delta Airlines has a good track record for on-time arrivals and departures, which has been well-received by customers.
7. Arrival and baggage retrieval: Customers have generally given positive feedback about the quick baggage retrieval process at the airport. However, some customers have reported issues with lost or damaged baggage.
8. Post-flight: Customer feedback has been positive regarding Delta’s post-flight follow-up and customer service support.

Importance of Innovative In-Flight Services: Innovative in-flight services play a crucial role in enhancing the passenger experience and differentiating a carrier from its competitors. Services such as in-flight entertainment options, Wi-Fi connectivity, and in-flight dining options can significantly impact the overall perception of the carrier’s service quality. These services can help create a memorable and enjoyable experience for passengers, thereby promoting customer loyalty and satisfaction.

Measuring Service Quality: Service quality can be measured using a variety of methods, including customer satisfaction surveys, customer feedback and complaint analysis, and benchmarking against competitors. These methods provide valuable insights into areas for improvement and help airlines to identify the specific drivers of customer satisfaction and dissatisfaction.

Conclusion: In conclusion, Delta Airlines is a full-service airline that caters to a wide range of customers, including business and leisure travelers. Based on customer reviews and secondary research, Delta Airlines has received positive feedback regarding several aspects of its service, such as in-flight entertainment and comfort, on-time performance, and post-flight follow-up. However, some areas for improvement have been identified, such as wait times and customer service during check-in, boarding, and in-flight service. The importance of innovative in-flight services and the measurement of service quality cannot be overemphasized, and are crucial components in ensuring a positive service experience for airline passengers. In-flight services include amenities such as food, entertainment, and comfort, and contribute to the overall satisfaction of a passenger’s travel experience. Service quality, on the other hand, refers to the overall assessment of a service based on several factors such as reliability, responsiveness, assurance, empathy, and tangibles.