Customer Satisfaction
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When consumers choose to purchase, or use certain services there are distinct qualities that they look for and expect. Southwest Airlines provides its customers with constant quality, "Southwest has built one of the best on time-performing lowest-cost, highest-quality airlines in the industry." Keeping the customers needs and wants in mind; Southwest Airlines composes a product that benefits the customers' every aspect of desire. Through the strategy of product standardization , customer satisfaction, continued quality of services, and comforting security Southwest has evolved into a profitable airline.
Southwest has implemented a strategy called standardization. Southwest Airlines standardization strategy falls into three parts: A standard product , a standard process , and a standard part . Standardization has proved to be successful strategy due to the reduction of cash investment in part inventory and the reduction in overhead cost. In addition, the airline can train its employees in a timely fashion, and increase their reaction time when responding to changes in daily market place.
Customers want to be satisfied and Southwest provides satisfaction through their outstanding customer service. The results of the stories in the media about customer service in the airline industry have been very poor...