Question 1. Actors of Micro Environment
Company Name: Malaysia Airlines Berhad
1) Competitors
• Garuda Indonesia (https://www.garuda-indonesia.com/my/en/index.page)
• Cathay Pacific (http://www.cathaypacific.com/cx/en_MY.html)
• Singapore Airlines (http://www.singaporeair.com/en_UK/my/home)
• AirAsia (http://www.airasia.com/my/en/home.page?cid=1)
2) Suppliers
• Airbus SAS, The Boeing Company (Aircrafts)
• Brahim’s Holdings Bhd (Food and beverages catering)
• GE Engine Services (Maintenance, repair and operations)
• Thales Group (In-flight entertainment system)
3) Intermediaries
• Ogilvy & Mather (Marketing Intermediary)
• Khazanah Nasional Berhad (Financial Intermediary)
• Skyscanner Ltd (Ticket Reseller)
4) Customers
• Consumer markets …show more content…
Would you choose Malaysia Airline for your next flight journey? ο Yes ο No
If “No”, why? _____________________________.
7. What is your opinion on Malaysia Airlines in terms of prices of airfare? o Reasonable o Too expensive o Others
If “Others”, why? _______________________________.
Thank you for completing this survey. Claim your MAS 10% off discount code.
Research Instrument 2 – A short questionnaire to be distributed in flight to determine customer satisfaction level.
Rate on a scale of 1 – 5 with 1 being very disappointed and 5 being very satisfied:
1. How well is the aircraft atmosphere presented?
2. How efficient is the airline service staff?
3. How is the cleanliness of the aircraft?
4. How was the in-flight meals provided?
Research Instrument 3 – Given to customers who are dissatisfied.
What are the main factors when choosing an airline to fly with. Please choose the corresponding choices.
1: Not Applicable
2: Small Factor
3: Average Factor
4: Big Factor
5: Very Important Factor
Factors 1 2 3 4 5
Airline rankings
In-flight meals
In-flight entertainments
Departure/Arrival time
Airfare
Flight attendant
Type of food
Company Name: Malaysia Airlines Berhad
1) Competitors
• Garuda Indonesia (https://www.garuda-indonesia.com/my/en/index.page)
• Cathay Pacific (http://www.cathaypacific.com/cx/en_MY.html)
• Singapore Airlines (http://www.singaporeair.com/en_UK/my/home)
• AirAsia (http://www.airasia.com/my/en/home.page?cid=1)
2) Suppliers
• Airbus SAS, The Boeing Company (Aircrafts)
• Brahim’s Holdings Bhd (Food and beverages catering)
• GE Engine Services (Maintenance, repair and operations)
• Thales Group (In-flight entertainment system)
3) Intermediaries
• Ogilvy & Mather (Marketing Intermediary)
• Khazanah Nasional Berhad (Financial Intermediary)
• Skyscanner Ltd (Ticket Reseller)
4) Customers
• Consumer markets …show more content…
Would you choose Malaysia Airline for your next flight journey? ο Yes ο No
If “No”, why? _____________________________.
7. What is your opinion on Malaysia Airlines in terms of prices of airfare? o Reasonable o Too expensive o Others
If “Others”, why? _______________________________.
Thank you for completing this survey. Claim your MAS 10% off discount code.
Research Instrument 2 – A short questionnaire to be distributed in flight to determine customer satisfaction level.
Rate on a scale of 1 – 5 with 1 being very disappointed and 5 being very satisfied:
1. How well is the aircraft atmosphere presented?
2. How efficient is the airline service staff?
3. How is the cleanliness of the aircraft?
4. How was the in-flight meals provided?
Research Instrument 3 – Given to customers who are dissatisfied.
What are the main factors when choosing an airline to fly with. Please choose the corresponding choices.
1: Not Applicable
2: Small Factor
3: Average Factor
4: Big Factor
5: Very Important Factor
Factors 1 2 3 4 5
Airline rankings
In-flight meals
In-flight entertainments
Departure/Arrival time
Airfare
Flight attendant
Type of food