DESIGN AND IMPLEMENTATION OF AN ONLINE SYSTEM FOR DOMESTIC FLIGHT CUSTOMER INFORMATION MANAGEMENT SYSTEM
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DESIGN AND IMPLEMENTATION OF AN ONLINE SYSTEM FOR DOMESTIC FLIGHT CUSTOMER INFORMATION MANAGEMENT SYSTEM
INTRODUCTION
Background of the Study
The airline sector has always been known for its constant struggle: lowering costs, managing fluctuating demand, meeting stringent quality standards while attempting to maintain top services and suit the interests of various client groups.
Customer satisfaction has been quite low for decades. According to the American Customer Satisfaction Index, the airline business ranks last out of 47 other industries.
However, demand for air transport has remained consistent, and despite the present economic crisis and incidents such as September 11, growth reached 7.8% in 2011 (Datamonitor).
In this difficult environment, airlines are being obliged to shift their emphasis towards customer-oriented service quality (Chang & Yeh, 2002). It is critical for carriers to not only assess passengers’ perceptions of their service offerings, but also to determine what customers expect from the services (Chen & Chang, 2005) and what kind of services customers value the most.
In the airline sector, services are made up of a complex mix of intangibles because airlines sell experiences rather than physical products (Gursoy et al. 2005). Thus, service quality is critical to attracting and retaining loyal clients (Liou & Tzang, 2007; Chang & Yeh, 2002).
This initiative sees service experience as a process that begins with the search for a ticket and ends with post-flight assistance. All of the steps a consumer takes during air travel are outlined and described.
Service quality is established at each stage of the process, and it is critical to understand the customer’s preferences and expectations for the services.
consumer expectations are evaluated based on two to five major quality standards and statistically analysed to determine their relative relevance to a survey’s target consumer group.
Throughout commercial aerospace history, the timely movement of planes, people, and cargo necessitated the even faster transfer of information. This has never been more true than now, when information has evolved from an operational tool into a competitive weapon.
To capitalise on this information, the technology revolution and information society have provided us with a stunning array of skills. However, they have also provided us with an overwhelming number of options for services, rates, techniques, and products.
Many managers are confronted with an abundance of positive options. However, aerospace now implies business. Commerce and tourism are the driving forces behind economic progress in today’s world.
In the aerospace sector, airlines, airports, and even governments compete for travel-related revenue. Staying ahead requires investing in better customer service tools, increased management awareness, faster access to operational information, and so on.
With so many technological and service options available, as well as the requirement to make quick, well-informed decisions, many organisations are finding it increasingly difficult and costly to hire and keep workers to fulfil demand. This challenge can be solved by the effective usage of a customer information management system.
Customer Information Management System is a very sophisticated integrated computer-based system for controlling the activities of an airline or aircraft fleet operator
allowing customers to monitor airline operational information online. Large and small businesses worldwide can utilise the system to operate a variety of fixed and rotary-wing aircraft.
The Customer Information Management System will be used to collect, store, and analyse data about aircraft usage in the aerospace industry. It is a web-based tool for entering and storing data from the Flight Use Report.
Each region must provide aircraft operation information. Aircraft operating statistics are stored into an Integrated Database, which stores aircraft use information.
As a result, the Design and Implementation of Customer Information Management System will guide and help management in planning, creating, and implementing the technical infrastructure required to succeed in today’s aerospace industrial climate.
However, it takes more than just picking and implementing a new system; it also demands knowledge and insight into the effective application of current technology.
This ‘correct application’ necessitates an awareness of how the technology fits into the organisation; how it affects, and is influenced by, the users, staff, and management; what its limitations are, and what constraints it imposes for the future.
Statement of Problems
As the aviation business grows, many new airlines emerge. The passengers must book their flight tickets. The manual approach of going to their local offices to book their aircraft tickets is becoming outmoded and inconvenient.
Passengers need to be informed about flight schedules. As a result, there is a need for extensive publicity and the ability to provide direct information to the public.
Because of the system’s bureaucratic nature, aeronautical managers and other operators do not receive timely responses to their requests.
Furthermore, the non-computerized system requires a lot of stationery, such as writing sheets, and is quite difficult to use.
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