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Quality Service Management Case-Study

Eastern States Air aims to provide quality service to satisfy customers. However, Gloria Rooney's strategy of focusing only on first-class passengers and raising prices was not sustainable. To improve, Rooney should consider customers' perspectives and balance quality services for all passengers. Recommendations include reevaluating service offerings based on trends, improving strategies through good decision making, and keeping up with competitors to maintain satisfied customers.

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191 views7 pages

Quality Service Management Case-Study

Eastern States Air aims to provide quality service to satisfy customers. However, Gloria Rooney's strategy of focusing only on first-class passengers and raising prices was not sustainable. To improve, Rooney should consider customers' perspectives and balance quality services for all passengers. Recommendations include reevaluating service offerings based on trends, improving strategies through good decision making, and keeping up with competitors to maintain satisfied customers.

Uploaded by

Gelo Mamitag
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Lyceum of the Philippines University

Cavite

Quality Service Management in Tourism and Hospitality

Submitted to: Ms. Ellen Castillo

Submitted by:

Cabañog, Joshua

Fabula, Jethro D.

Hembrador, Dominc Joshua

Solano, Angeluz

Sinigayan, Trina
I. Title of the Case

Eastern States Air Environment

II. Background of the Case

The airline industry is a fast-moving, dynamic, and ever-changing one that

requires airlines to continually innovate and anticipate events in order to stay

competitive. This study focuses on how Rooney's can make their service better and how

they can satisfy their customers' needs. Since the number of passengers flying has

grown so dramatically, major airline industries have seen increased workloads and

responsibilities just like Eastern State Air. For Eastern State Air to succeed, they must

make the flight experience as enjoyable as possible for the passengers, so that they will

take another flight on this airline.

The airline became known as "the airline that put the frills back into flying." It

became standard to provide (1) two complimentary drinks per passenger per flight

delivered to their seats, (2) a small lounge that can accommodate one passenger, (3)

Hire an internationally known chef who can supervise the foodservice system, in order

to satisfy passenger’s needs. All planes that could accommodate one were required to

have a lounge. In an attempt to bring back the thrill of flying, Eastern States Air

surveyed the passengers, and the results showed they were highly satisfied. They were

acknowledged to have provided good service without complaints. Their journey proved

that zero defects are possible, but they must raise fares to achieve that.
III. Statement of the Problem

This study aims to find ways for Eastern States Air’s to continue to provide

quality services in their airline company specifically in the areas of:

1. Is there a reason why the airline industry has been in a state of decline for so long?

2. Does Gloria Rooney’s strategy work for Eastern States Air’s passengers?

3. What are the possible quality product and quality services that can satisfy the

customer needs?

IV. Objectives in Analyzing the Case

The following are the study's objectives:

● To help Eastern State Air to determine the possible ways to improve their

operational service to make it more efficient.

● To help Gloria Rooney to find out better strategies to keep up with the latest

trends to satisfy the customer’s needs.

● To determine what are the possible or major problems of the airline.

● To assist in addressing the demands of Eastern State Air customers.

● To provide a better-quality service to satisfy their guests and to acquire positive

feedback.
V. Analysis of the Problem

A. Answers to guide questions from the case study

Guide Questions:

1. What is the service product of the airline industry?

The service products of Eastern States Air that were presented in the case study
are: (1) a small lounge that can accommodate one passenger, (2) Two complimentary
drinks for every passenger on every flight, and (3) Having an internationally known
chef supervised the foodservice system and that produced meals as close to gourmet
level.

2. What were Rooney’s mistakes?


The mistake Rooney made was failing to notice that the main problem of the
airline industry is not the airline company itself, but the airport service. Her beliefs led
her to rethink the strategy she thinks will work. She, therefore, saw the chance to
change it. The strategy was solely focused on first-class passengers and included an
increase in price, so the outcome was actually positive in the first place. Despite the
fact that it became positive, it was only focused on single first-class passengers. That
is why it did not last long and resulted in a massive drop in Eastern States Air's
passengers.

3. How could they have been avoided?

In order to avoid the mistakes that Gloria Rooney made, she must identify and
understand what is the main problem of the steady decline in the airline industry. Also,
she must consider the beliefs and opinions of passengers because it might not work for
everyone. She must be open to concerns and suggestions. She must implement better
strategies to acquire positive feedback and to satisfy their passengers. With this, it can
help to keep back the reputation of their company and the trust of their customers.
4. What now?

After we gather all the data and information that we need about the case of
Eastern State Air, therefore, we conclude that Rooney as the president of their company
should focus on balancing the quality services that the airline will provide to their
customers to maintain the positive feedback and to satisfy their customers’ needs. Also,
she should not let her belief take action in implementing the new strategies, she should
focus on improving their company’s service for the better. And with proper good
decision making when applying new strategies in order to satisfy what is the customers’
needs.

VI. Recommendation

Gloria Rooney as the President of Eastern States Air was giving her best on how

to make a better service and how she could satisfy her customer’s needs. In order for

her to keep up with the latest trends and evolving market in the airline industry, Gloria

Rooney should concentrate on reconditioning their service offering for their customers.

Also, their productivity. She must also focus on how to improve their strategy in the

proper and good decision making not only comparing to other competitors in order to

provide customers with not only quality products but also quality services. To enhance

their strategy for a good quality service and to gain more positive feedback/outcome,

she must provide sufficient and appropriate strategies in the current market of the airline

industry and to have a Kaizen mindset to not just improve but to change for the better.

And, in order to address Eastern States Air's challenges, which include evolving

consumer demands and other competitors in the industry, the company should keep up

with the latest trends, creating balanced services in order to satisfy their customer needs.

With this, Eastern State Air can maintain the quality service that they are providing for

their customer and outstand other competitors in the airline industry.


VII. References

Chauhan, A. (2019). Hotel Speak. 5 Innovative Marketing Strategies Used by Airlines

Retrieved from https://www.hotelspeak.com/2019/07/5-innovative-marketing-

strategies-used-by-airlines/

VIII.

IX. Proof of Team’s Meeting/Participation

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