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dc.contributor.author
Mouratidou, Sofia
en
dc.date.accessioned
2019-03-26T09:32:11Z
dc.date.available
2019-03-27T01:00:18Z
dc.date.issued
2019-03-26
dc.identifier.uri
https://repository.ihu.edu.gr//xmlui/handle/11544/29274
dc.rights
Default License
dc.subject
Airline industry
en
dc.subject
Customer engagement
en
dc.subject
Service quality
en
dc.subject
Brand personality
en
dc.title
The Business Case of Ellinair: How a start-up airline can achieve customer engagement
en
heal.type
masterThesis
en_US
heal.secondaryTitle
How a start-up airline can achieve customer engagement
en
heal.language
en
en_US
heal.access
free
en_US
heal.license
http://creativecommons.org/licenses/by-nc/4.0
en_US
heal.fileFormat
pdf
en_US
heal.recordProvider
School of Economics, Business Administration and Legal Studies, MSc in Management
en_US
heal.publicationDate
2018-12-30
heal.bibliographicCitation
Mouratidou Sofia, "The Business Case of Ellinair: How a start-up airline can achieve customer engagement", School of Economics, Business Administration and Legal Studies, MSc in Management, International Hellenic University, 2018
en
heal.abstract
This consulting project was written as part of the MSc in Management at the International Hellenic University for Ellinair Airlines. It examines how a startup airline like Ellinair can achieve customer engagement in such a highly competitive industry. First, the research measures the expected and perceived service quality of the company’s flights using the SERVQUAL model. Considering that the higher the quality, the higher the engagement, the results demonstrate which services of Ellinair should be improved. Additionally, the study aims at identifying the traits that define Ellinair’s brand personality and the level of self-congruity, meaning the congruity between the brand’s and the customer’s personality traits. Finally, based on the results, the study addresses to the company practical recommendations in order to boost their customers’ engagement
en
heal.advisorName
Kyrgidou, Lida
en
heal.committeeMemberName
Kyrgidou, Lida
en
heal.academicPublisher
IHU
en
heal.academicPublisherID
ihu
en_US
heal.numberOfPages
46
en_US


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