Republic of the Philippines

BATANGAS STATE UNIVERSITY JPLPC-Malvar

Malvar, Batangas
Tel no. (043)778-2170/ (043) 406-0830 loc. 116
Website Address: http://www.batstate-u.edu.ph

College of Accountancy, Business, Economics

And International Hospitality Management

JOYCE M. LEYNES

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

 The Eastern States Airlines Industry had been in a state of steady decline of
service product, like the cabin service and food service.
2. What were Rooney’s mistakes?
 Rooney thought that she can handle the declining flying passengers and every
complaint.
3. How could they have been avoided?
 They prove that they can satisfy every passenger and they give their wants and
needs, and result an outstanding service from the survey.
4. What now?
 Changing a new strategy and proper management of Rooney and it will result
satisfaction from the loyal customer.
 Republic of the Philippines
BATANGAS STATE UNIVERSITY JPLPC-Malvar
Malvar, Batangas
Tel no. (043)778-2170/ (043) 406-0830 loc. 116
Website Address: http://www.batstate-u.edu.ph

College of Accountancy, Business, Economics

And International Hospitality Management

Introduction

Eastern State Air is travel Airlines. It is known as “the airlines that put the frills
back into flying”. For the, to satisfy the passengers needs they had to add a lounge to all planes
that could accommodate one. For people not wanting to leave their seats, two complimentary
drinks per passengers per flight, delivered to the seats, became the standard.

The Eastern States Air had to put the trills back into flying, they were surveyed by the
passengers, and the results showed that the passenger’s satisfaction was off the chart at the
top. The airline was considered in to providing outstanding service with no complaints. They
proved that it was possible to have zero defects in airline service. For that, they had to raise its
fares. How they can make their service better and how they could satisfy their customer’s needs.
The dramatic growth of more and more passengers flying than ever before has made the role of
major airline industries more demanding and challenging just like Eastern State Air. Eastern State
Air has to think on how to win the heart of the passengers for them to enjoy their flights so that
they would want to travel again in this airline.
 Republic of the Philippines
BATANGAS STATE UNIVERSITY JPLPC-Malvar
Malvar, Batangas
Tel no. (043)778-2170/ (043) 406-0830 loc. 116
Website Address: http://www.batstate-u.edu.ph

College of Accountancy, Business, Economics

And International Hospitality Management

Matrix

PROBLEM COMPONENT ALTERNATIV ADVANTAGE DISADVANTAG RANKIN

S OF GUEST E S ES G
EXPERIENCE SOLUTIONS
 Low Quality Service Improve the Gaining Low profit
of service delivery quality of customers
service. loyalty
 Expensive Service Affordable Satisfied Low profit
tickets but product/ tickets but customer/
the Service the To gain
passengers delivery passengers customers
not will satisfy loyalty
satisfied to the
service
offered.
 Republic of the Philippines
BATANGAS STATE UNIVERSITY JPLPC-Malvar
Malvar, Batangas
Tel no. (043)778-2170/ (043) 406-0830 loc. 116
Website Address: http://www.batstate-u.edu.ph

College of Accountancy, Business, Economics

And International Hospitality Management

Conclusion

The problem is the quality of service that they offer to the passengers and the expensive
tickets that they have. It is based on the comments and suggestions of the passengers like:

“I’ve can see the animals in the cattle cars treated better than this”, “I see that your industry is
enjoying record profits. How about using some of that dough to give us a better ride”, “I am a
little over six feet tall, and I have to twist my legs to fit in that cramped space you give me” and
so on.. This problem should be in the service on how they delivered it, what is the service
setting and what kind of service they offered.

Recommendation

In this case, I think the airlines need to improve their quality of service to gain the
customers loyalty. This may help to the organization to have a affordable tickets offer but more
profit they will gain. We said that to gain customers loyalty, affordable price is not enough, but
you need to improve your quality of service to be the customers satisfy.