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Case Study 2

OFWs avoid Cebu Pacific airline due to issues like frequent delayed and canceled flights, an inability to rebook passengers, and poor customer service during overbooking situations. Cebu Pacific lacks willingness to help customers and provide prompt, caring individualized attention. Employees may not make passengers feel cared for during flights, hurting perceptions of service quality. To become more appealing to OFWs, Cebu Pacific should perform services dependably and accurately as promised to earn customer loyalty. Responding quickly to requests is important so customers feel the airline is responsive.

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Victor Gaballo
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1K views1 page

Case Study 2

OFWs avoid Cebu Pacific airline due to issues like frequent delayed and canceled flights, an inability to rebook passengers, and poor customer service during overbooking situations. Cebu Pacific lacks willingness to help customers and provide prompt, caring individualized attention. Employees may not make passengers feel cared for during flights, hurting perceptions of service quality. To become more appealing to OFWs, Cebu Pacific should perform services dependably and accurately as promised to earn customer loyalty. Responding quickly to requests is important so customers feel the airline is responsive.

Uploaded by

Victor Gaballo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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1.

What are some of the reasons OFWS avoid taking their flight using
cebu Pacific airline ? Explain your answer.

•I think it'll be fine and book Cebu Pacific because their price is a little
lower .there is some problem late plane, flight cancelled, unable to
rebook and poor customer service and overbooking cause of delaying
flight of others or cancelled.

2.What particular dimension/s in service quality is lacking cebu


Pacific airline? Discuss them

• I think willingness to help customers and provide prompt servicee


and caring individualized attention the firm provides its customers .
Services can be performed completely to specifications. customers may
not feel provider employees care about them during flights . And this
hurts customers assessments of providers’ service quality.

3. What improvement will you recommend to cebu pacific airline to


become saleable to ofw's? Discuss your recommendation.

• I think ability to perform the promised service dependably and


accurately to improve their saleable because if did it customers will
hand over the keys to their loyalty. Because they’ll have received
service excellence. According to what’s important to them. Respond
quickly, rapidly, immediately, instantly.it’s important customers feel
providers are responsive to their requests.

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