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Company Analysis Airasia Berhad

This document provides an analysis of AirAsia Berhad, a major Malaysian low-cost airline. It discusses AirAsia's background, organizational structure, products/services, business strategies, and financial achievements. It then performs a SWOT analysis and consumer trend canvas of the company to identify strengths, weaknesses, opportunities, and threats. The document aims to investigate problems with AirAsia's customer services that have been complained about, such as issues with online booking, website performance, customer service, baggage handling, and more.

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115 views5 pages

Company Analysis Airasia Berhad

This document provides an analysis of AirAsia Berhad, a major Malaysian low-cost airline. It discusses AirAsia's background, organizational structure, products/services, business strategies, and financial achievements. It then performs a SWOT analysis and consumer trend canvas of the company to identify strengths, weaknesses, opportunities, and threats. The document aims to investigate problems with AirAsia's customer services that have been complained about, such as issues with online booking, website performance, customer service, baggage handling, and more.

Uploaded by

Huỳnh Hòa
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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COMPANY ANALYSIS

AIRASIA BERHAD

TECHNOLOGY ENTREPRENEURSHIP (ENT600): CASE STUDY

FACULTY & PROGRAMME : HEALTH SCIENCES / MEDICAL IMAGING


SEMESTER : MAC 2018
PROJECT TITLE : AIRASIA CUSTOMER SERVICES
GOUP MEMBERS : 1. MUHAMMAD SYAFIQ BIN SHAMSULNIDZA
(2015627244)
2. NOR ZAM RIZANA BINTI ABU BAKAR
(2015255012)
3. NAHLI BINTI TABRANI
(2015400882)
4.MUHAMMAD FARIS BIN MOKHSIN
(2015412278)

LECTURER : ZANARIAH BINTI ZAINAL ABIDIN


ACKNOWLEDGEMENT

It is a genuine pleasure to express our deep feel of thanks to our friends (HS242), family
members, and also our lecturer, that have been contributed great ideas to this assignment.
We are grateful to our lecturer, Puan Zanariah Binti Zainal Abidin for performing lessons in
Technology Entrepreneurship and made us learn how the management in one company
occur.

Besides that, with the notes given we get a lot information and knowledge to complete this
assignment. We also use the references from the internet and article to add information in this
assignment.
TABLE OF CONTENTS
1. INTRODUCTION 3
1.1 Background of the Study 3
1.2 Problem Statement 3
1.3 Purpose of the Study 4
2. COMPANY INFORMATION 4
2.1 Background 4
2.2 Organizational Structure 4
2.3 Products/Services 5
2.4 Business, marketing, operational strategy 5
2.5 Financial achievements 5
3. COMPANY ANALYSIS 6
3.1 SWOT 6
3.2 Consumer Trend Canvas 7
4. FINDINGS AND DISCUSSION 8
5. CONCLUSION 9
6. RECOMMENDATION AND IMPROVEMENT 9
7. REFERENCES 10
8. APPENDICES 11
1. INTRODUCTION

1.1 Background of the Study

The aim of this study to investigate the problems with AirAsia system and
services that complained by customers. As we already know, Air Asia is one of flight
service in Malaysia. The customers who want to use this service can do either from
the counter itself or by Internet service. Unfortunately, several service that offered by
Air Asia not fulfill customer's satisfaction. Although AirAsia represent a low cost flight
services, a satisfied services should not be neglected. In entrepreneurship, there no
such things as perfect because there are always a room for improvement or a better
solutions for each crisis or issues. As a well-known company most likely around the
world, AirAsia should provide a better services and also handled every crisis
professionally. The study will be more stressing on problem of ticketing services,
luggage services and also customer service counter.

1.2 Problem Statement


i) Problem with Air Asia website, especially when customer do the booking via
online. The customer will get wrong flight not same as they book. But when
querying at the customer service, they did not have solution for this problem,
ii) Website loading also one of the problem that can be identified. Have the
several pages that mention, Air Asia web cannot proceed with flight booking
and unable to pay because of hang on payment page, and sometimes
customers cannot access AirAsia website because of loading time to long
especially when promotion time
iii) Poor customer service such as difficult to contact via the phone, people who
in charge the customer service not give any help of solution and just ask the
customer to wait for a long time,
iv) Mistake on time of booking ticket and make customer have to pay more to
buy another ticket,
v) The luggage problem also one of the problem of the case study. Problems
include missing, damage and delayed of the luggage.
1.3 Purpose of the Study
The case study to investigate the factor may be contribute to service of Air
Asia service that suffered with complain. As a result, when become at our coming
service design, we have to ensure that all factor might be contribute to inefficient of
our product should be prevent. Other than that, from the case study we can learn
how the management manage their services, how the management to tackle the
problem in social networking and give may be can give us the idea others service
that we can offer with used networking. From the case study also we can learn and
imagine what actually user wants from the service that we will offer and learn what
we can do to improve the efficient of the service itself. For example, user usually
prefer the site that user-friendly, short loading time and also large capacity storage
for each user.

2. COMPANY INFORMATION

2.1 Background
Air Asia is a Malaysian low-cost airline headquarters near Kuala Lumpur, Malaysia.
It is the biggest largest in Malaysian by fleet size and destination. Air Asia provide
domestic flight and also international flight to more than 25 countries and 165
destinations all over the world. Air Asia company was establish in 1993 and start their
operating service in 18 November 1996. A lot of changes Air Asia made to improve
their service until in year 2007. The New York Times described the Air Asia lines as a
'pioneer' of low-cost travel in Asia. Again Air Asia reward as a World Airline Awards
at the Fanborough Air show ranked as the world best low cost airline. In 2017, Air
Asia named as the world's best low cost carrier for 9 years.

2.2 Organizational Structure

TAN SRI ANTHONY FRANCIS FERNANDES

DATO KAMARUDIN
MERANUN
INFORMATION
TECHNOLOGY

BOLINGAM LAU KIN CHOY KATHLEEN TAN CAPTAIN ADRIAN


ROZMAN OMAR SAIDULKHADRI
HAMZAH

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