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Executive Summary
The objective of this proposal is to give a report on how China airline may be able to improve service quality. This is achieved by assessing expected service quality of clients of China airline; analysing the importance of anticipations and perceptions of china airline clients; concluding the perceived service quality of clients of China airline; and by explore the factors affecting the service quality of clients of China airline. China Airlines is the biggest airline in Taiwan, and the flag bearer of China. The airline, with center of operations in Taoyuan International Airport, flies to places like Europe, Asia, Oceania, and North America. China Airline encloses a well-built foundation in Asia.   This report as well will consider a number of approaches in determining the aforementioned factors. The approaches taken into consideration are the qualitative mode of research, SERVQUAL model, as well as a deductive approach.

Table of Contents
Executive Summary 1
1. Background 1
2.1. Perceptions on quality of service 2
2.3. Uses of SERVQUAL in Airlines 3
4.1. Research Philosophy 5
4.2. Research Approach 6
4.3. Research Design 6
4.4. Collection of Data 6
4.5. Analysis of Data 6
4.6. Research Limitations 6
4.8. Ethical Considerations 6
5. Conclusion 6
References 6
Appendix: Interview Protocol 6

1. Background
The sustenance of whichever organization in a highly aggressive setting relies on its capability of providing the most excellent service quality to its present clients as the service quality is an essential procedure for the development of the effectiveness of whichever organization. Facts designate that more attention is required toward improving an industry particular scale for gauging service quality from the client perspective in particular industry contexts. In Taiwan, China Airlines is the biggest airline and the flag bearer of the country. Though the state does not directly own it, China Airline is...

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  • Submitted by: lukiluki
  • on January 5, 2013
  • Category: Business and Economics
  • Length: 4,106 words
  • Views: 183
  • Popularity Rank: 535327
  • 1 rating(s)

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