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摘要:本文是留学生论文research proposal格式范文,主要内容是提出针对航空服务质量进行研究的建议,并且以斯里兰卡航空作......

斯里兰卡航空是斯里兰卡的国家航空公司。它成立于1947年,锡兰航空公司,并在1979年重新推出了作为斯里兰卡航空业务。1998年航空公司更名为斯里兰卡航空公司。在这一点上,航空公司由阿联酋集团管理,总部设在迪拜。这一举动导致斯里兰卡航空公司扩张到更多的目的地,利润开始迅速增长。然而,当10年战略伙伴关系结束,2008,航空公司开始下降,从而导致利润损失。迄今为止航空公司无法摆脱这种情况。

阿联酋航空是迪拜政府拥有的中东航空公司。该航空公司是29年的存在,并已成为航空业的市场领导者之一。它经营超过100个目的地全球超过200架飞机。

 

Research Problem 研究问题

 

Introduction 简介

 

Sri Lankan Airlines is the national carrier of Sri Lanka. It was founded as Air Ceylon way back in 1947 and re-launched the business as Air Lanka in 1979. The airline was rebranded in 1998 as Sri Lankan Airlines. At this point the airline was managed by Emirates Group which was based in Dubai, United Arab Emirates. This move resulted in Sri Lankan Airlines expanding to more destinations, and the profit started to build up rapidly. However when the 10 years strategic partnership ended in 2008, the airline started to drop in quality thus leading to loss of profits. The airline could not get itself out of this scenario to date.

 

Emirates Airlines is a middle east based airlines owned by the the Government of Dubai. The airlines is 29 years in existence and has become one of the market leaders in the airlines industry. It operates to over 100 destinations globally with over 200 aircrafts.

 

It should be noted that since the end of the civil war in 2009, the Government of Sri Lanka has put huge amount of efforts to develop the country as one of the best tropical holiday destination. This was evidence as the tourist arrivals went up rapidly during the past five years and crossed 1 million milestone in the year 2012. However it must be noted that Sri Lankan Airlines is operating to countries from where most of the tourists have arrived. This supports the argument that Sri Lankan is losing its market share to its competitors on these routes.

 

Airlines industry is highly depended on the high quality of services. Passengers expect high level of quality in services offered during their travel. Airlines such as Emirates, Singapore Airlines and Qatar Airways are operating in the same region and are known for the superior service levels. However lack of expected quality levels would make the passenger to consider switching to another carrier within seconds.

 

For an airline to operate successfully, it should provide excellent level of service to its passengers. It is because the journey is long and the passengers are required to be seated in one area with limited activities. However in the recent times, Sri Lankan’s quality of service has been criticized widely by the travelers.

 

Research Problem

 

Ever since the end of the civil war in Sri Lanka, the country is developing to become a tourist destination and a knowledge hub according to the Government of Sri Lanka’s development plan. In this context we should expect more tourists and expats to visit Sri Lanka over next decade. Despite the Government has injected a huge sum of money during the last budget discussions, with regret it was noticed that the state owned Airlines is rapidly losing its market share in the routes it is operating to other airlines and as a result its profits have plunged since 2008.

 

Problem Statement

 

Drop in service quality has led to passenger dissatisfaction ending up in airline generating losses for the past eight consecutive years.

 

2.Research Aim & Objective

 

2A.Aim

 

Aim of this study is to identify the linkage between the quality of service provided and the level of passenger satisfaction at Sri Lankan Airlines and benchmark it with Emirates airlines operating to and from Colombo Bandaranaike International Airport.

 

Further this study is carried out with an intention of making a contribution, mainly to Sri Lankan Airlines on how it could improve its quality of service and attract more passengers thus turning around the company to be a profitable venture.

 

2B.Objective

 

Evaluate how travelers feel about the quality of services on Emirates Airlines and their level of satisfaction

Analyze passenger satisfaction on Sri Lankan Airlines focusing on the quality of services offered

To recommend possible solutions to improve the quality of services offered by Sri Lankan Airlines

 

2C.Research Questions

 

What is the current level of services provided and customer satisfaction?

How can it be improved further to meet the expectations of the passenger?

Does quality differ between classes of travel?

How does Emirates Airlines address this issue?

 

3.Key Theories Which Will Be Used to Address the Problem

 

Following theories are proposed by the researcher to address the problems:

 

Service Quality Theories

SERVQUAL Model

Six Sigma

TQM

Crosby’s Culture Theory

Deaming’s 14 Point Theory

Juran’s Cultural Theory

 

4.Key Literature

 

Armstrong’s Hand Book of Strategic Human Resource Management by Michael Armstrong

Culture and organization by Geert Hosfstede, Gert Jan Hofstede and Michael Minkov

The Management and Control of Quality by James R. Evans and William M. Lindsay

Total Quality Management by John S. Oakland

Cross Cultural Business Behavior by Richard R. Gesteland

International Marketing by Michael R. Czinkata and Ilkka A. Ronkainen

Website providing relevant articles

Relevant Journals

 

4A.Methodology

 

本文标签: 留学生作业research pro研究建议

[2000字essay格式]research proposal格式:航空服务质量研究建议https://www.0592w.com/lunwengs/14887.html

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