Customer's Grade Course Essay Example | Topics and Well Written Essays - 2250 words

Customer's Grade Course - Essay Example The focus in the third article is on performance variance among different airlines. The fourth conducts a multivariate analysis to assess the relationship between an airline’s financial and operating characteristics and the service quality. In the fifth study, the service quality is assessed on the basis of the Analytic Hierarchy Process which involves the evaluation and comparison of service quality among different companies. The sixth study looks at how competition can determine service quality by looking at the connection between market concentration and the delay of flights. The Scope and Objectives In the first article, the authors present an analysis of the underlying dimensions of service quality for low cost carriers. The study also seeks to determine the relationships between the aspect of service quality and the satisfaction of the passengers on the airlines services (Asbudin, 2010). The investigations of Park, Robertson and Wu (2005) were centered on the effects of airline service quality on its image and passengers’ future behavioral intentions in the Australian International Air. Thereafter, another study by Rhoades and Waguespack (2000) dwelt on service quality in the U.S. Airline industry. ... quality variables such as complaint rates, delays and involuntary denials of boarding; and operating and financial variable(market share, load factor, revenue per passenger) Mazzeo (2003) study examined the effect of competition in a given route on quality of services delivered in the U.S. airline industry. Finally, the last paper uses the Analytic Hierarchy Process (Ahp) to come up with an evaluation of service quality of airlines (Pei, Peng & Mustafa, 2005). Methodology Ariffin, Salleh, Aziz & Asbudin sampling method to acquire their respondents through questionnaire method. The respondents who qualified for the study had flown in a three hour local low cost flight in Kuala Lumpa. Twenty seven questions enquiring on the service quality were at hand and 125 questionnaires were distributed, 100 filled ones were used for analytical findings. 17 queries were on the airline service operation expectations while 7 incorporated the original SERVQUAL parameters. The last three aimed at pres enting special service extent in the Industry. Eigen value measure, factor loading and multiple regression analyses were used in the final analysis of the data obtained. Those with Eigen value less than 1 and factor loading less than 0.5 were discarded. Rhoades and Waguespack article dwelt with airlines in the U.S. numbering 25 between 1987-1996 whereby 12 were major ones and 13 were regional carriers. Data on various complaints were obtained from the Department of Transport Air Travel Consumer Report. The one on departures from the Bureau of Transportation Statistics, and used in the normalization of the quality measures. Service quality rate was calculated adding the following: late flights, consumer complaints, involuntary deprived of boarding and mishandled luggage reports divided by

Leadership Philosophy Research Paper Example | Topics and Well Written Essays - 1750 words

Leadership Philosophy - Research Paper Example The importance that has been given to this area of research is the importance of leadership on employees, performance and overall success of the organizations. There have been a lot of facts and myths associated with the concept of leadership. In the past, leadership was linked by people with the superhuman characteristics bestowed by God to various leaders. This idea was further developed by Weber and named as Charisma by him. The leadership charisma involved the qualities and special characteristics that leaders posses. The leaders having leadership charisma are Charismatics. The concept of Charisma actually directs towards the special power and influence of Charismatics over the followers (Rickards & Clark, p79). In addition to the concept of charisma in leadership, it has been a point of debate if leadership skills are inborn or they can be taught. Researchers have been struggling to find an appropriate answer to this. However, it is not unjust to say that the answer to this ques tion contains an equal portion of both statements. The answer to this question has been given attention for the reason that it may help organizations have effective leaders. Brainpower is the only thing that requires being in a person naturally. Knowledge can be gained, skills can be learnt but intelligence cannot be generated. A person needs to be intelligent and sharp in order to gain knowledge and utilize it. Leadership requires certain traits in a person. These traits include strength of mind, interest to resolve issues, ready to face challenges, power to proceed with plans, will to succeed, determination and passion (Levicki, 2008). Personal Values of my Leadership Leadership qualities, theories and concepts are valuable and useful when it comes to practical life. The leadership skills are not limited to benefit in businesses but are useful in leading all teams including the political, social, cultural and virtual ones. The leadership techniques, qualities and skills are of par amount importance in successfully handling the followers. Religious and political leaders may be taken as a helpful example of how influential leaders are. My personal experiences helped a lot in learning the concept of leadership in a better way. The theory and practice of leadership differ in some ways. However, the theory and literature on leadership helps in understanding and building a better and more influential personality to handle and motivate the followers. To make my opinion more clear and effective I would describe Managerial work and leadership. Since my personal life involves being a financial manager who directly reports to the president of the company I know quite about the concepts of leadership. The step by step development of my career and promotions helped me in understanding which traits are valued and which ones are not. Managerial work is closely linked to leadership. A leader is a person who carry out plans and knows what to do, whereas, a manager is a person who knows how to do things and how would they actually complete a particular task. For instance, a student who is making a plan to carry out a stage performance on some occasion and take the responsibility to select