Project Title : Factors Affecting Positive and Negative Impacts of Service Provided by Ticketing Agents : A Case Study of Thai Airways International Public Company Limited
By : Lukkana Intafa, Dr.Nantira Pookaw
Advisor : Dr.Nantira Pookaw
Degree : Bechelor of Arts in Tourism Studies
Major : Tourism Studies
Faculty : Liberal Arts
Semester / Academic year : 2 /2016
Thai Airways International Public Company Limited (THAI) is a company providing comprehensive air transport. It is promoted as a company that complies both service quality and guarantee for customer satisfaction. Sales Management Provide Department or BKKAD is a department that plans, manages and launches both policy and practice to boost sales volume in relation to sales and marketing domestically and internationally.
Research in this Survey and interview data were collected by semi-structured. (Semi-structured interview) using a mobile device to record audio. So essentially, research base in the data analysis. To study aimed to find out the pros and cons of customer service. This report is for information interviewing two parties. Thai Airways International Public Company Limited (THAI) and Ticket Sales Agent.
The research found that officers Thai Airways International Public Company Limited (THAI) the advantages found Ticket agents receive compensation. Commission fee. Reach customers in the province. Can select a channel by itself. The disadvantage is found THAI ticket prices, higher ticket prices of competitors. The rival airlines Low Cost. The officers Ticketing Agent the advantages found Ticket agents receive compensation. Commission fee And have the option to its customers more than one option. Ticket prices are cheaper Airways website plus a margin and fight with the web page. Reach customers in the province. The disadvantage is found Agent trouble ticket is Thai Airways International Public Company Limited (THAI) undercut ticket agents and sells tickets cheaper than the offer. Get rewards in terms of reduced commissions.
Keywords: Customer Service, Agent, Marketing Mix 8P’s, Service Quality, Royalty Fee.