The essence of customer relationship management strategy

OLYMPIC AIR

Individual Characteristics

a) Your Gender: Male < Female

b) Name: Mensur Kosumi

c) Address: Dodoekanisou 13 ,Thessaloniki

d)Phone number: 6994049984

1) Describe the overall relationship between you and Olympic Air .

A) Very Poor <

B) Poor

C) Good

D) Excellent

2)Please rate the effect of customer service on reputation of Olympic Air.

A) Low

B) Medium <

C) High

D) Very high

3) How important is the use of internet in establishing good customer relationship?

A) Very important <

B) Important

C) Not so important

D) Can't say

4) How would you rate the customer relationship between you and the Olympic Air?

A) Not so good

B) Excellent

C) Average <

D) Worst ever

5) How would you rate the customer satisfaction with Olympic Air?

A) Excellent

B) Good <

C) Average

D) Worst ever

For this section, please rate how strongly you agree or disagree with each of the following statements by putting tick where applicable.

	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
6)Olympic air follows up in a timely manner your requests.			x
7)The employees of Olympic Air are always willing to help you.			x
8)The response to yours complaints are always taken quickly.			x
9)Olympic Air is consistent in providing good quality services.				x
10)Olympic Air offers personalized services to meet your need.			x
11)Olympic Air provides timely information when there are news services.				x
12) It was easy to get benefits from the promotional offers.			x
13)The proposed rewards from Olympic Air were what you wanted.		x
14)Olympic Air is reliable because it is mainly concerned with your interests.			x
15)The reputation of Olympic Air is trustworthy.				x
16)The service process provided by Olympic Air is secure.				x
17)You are comfortable about the relationship with Olympic Air.		x
18)You are willing to say positive things about Olympic Air to other people.				x
19)You are encourage friends and relatives to use the services offered by Olympic Air.				x

20) How would you define your experience with organization over the years?

Answer:

Not so stable not so unstable relationship, meaning that I could choose other companies.

21)How do you find the quality of services and products of Olympic Air in comparison to the other competitors in market?

Answer:

Similar to the others.

22) Please give any suggestion or comment to improve our service quality. What else can we offer you to strengthen our relationship?

Answer:

I don't know.

Respondent N#7

OLYMPIC AIR

Individual Characteristics

a) Your Gender: Male Female

b) Name: Eleftheria Kyrkou

c) Address: Isiodou 3A Pefka Thessaloniki

d)Phone number: 6983348205

1) Describe the overall relationship between you and Olympic Air .

A) Very Poor

B) Poor

C) Good

D) Excellent

2)Please rate the effect of customer service on reputation of Olympic Air.

A) Low

B) Medium

C) High

D) Very high

3) How important is the use of internet in establishing good customer relationship?

A) Very important

B) Important

C) Not so important

D) Can't say

4) How would you rate the customer relationship between you and the Olympic Air?

A) Not so good

B) Excellent

C) Average

D) Worst ever

5) How would you rate the customer satisfaction with Olympic Air?

A) Excellent

B) Good

C) Average

D) Worst ever

For this section, please rate how strongly you agree or disagree with each of the following statements by putting tick where applicable.

	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
6)Olympic air follows up in a timely manner your requests.			>
7)The employees of Olympic Air are always willing to help you.			>
8)The response to yours complaints are always taken quickly.		>
9)Olympic Air is consistent in providing good quality services.				>
10)Olympic Air offers personalized services to meet your need.		>
11)Olympic Air provides timely information when there are news services.				>
12) It was easy to get benefits from the promotional offers.			>
13)The proposed rewards from Olympic Air were what you wanted.				>
14)Olympic Air is reliable because it is mainly concerned with your interests.			>
15)The reputation of Olympic Air is trustworthy.			>
16)The service process provided by Olympic Air is secure.				>
17)You are comfortable about the relationship with Olympic Air.			>
18)You are willing to say positive things about Olympic Air to other people.				>
19)You are encourage friends and relatives to use the services offered by Olympic Air.		>

20) How would you define your experience with organization over the years?

Answer: I would define it as neutral, nothing more than my medium expectations.

21)How do you find the quality of services and products of Olympic Air in comparison to the other competitors in market?

Answer: Competitors such as RyanAir are cheaper and I am more satisfied with their prices. Although the quality of Olympic Air is higher but nothing special.

22) Please give any suggestion or comment to improve our service quality. What else can we offer you to strengthen our relationship?

Answer: Try to meet customer expectation and use CSR in order to show the importance of the society but also satisfy stakeholders and more specifically customers.

Respondent N#8

OLYMPIC AIR

Individual Characteristics

a) Your Gender: Male x Female

b) Name: Chris Deskas

c) Address: Seidlstr. 2a, Dusselldorf

d)Phone number: 00498993930293

1) Describe the overall relationship between you and Olympic Air .

A) Very Poor

B) Poor

C) Good

D) Excellent

2)Please rate the effect of customer service on reputation of Olympic Air.

A) Low

B) Medium

C) High

D) Very high

3) How important is the use of internet in establishing good customer relationship?

A) Very important

B) Important

C) Not so important

D) Can't say

4) How would you rate the customer relationship between you and the Olympic Air?

A) Not so good

B) Excellent

C) Average

D) Worst ever

5) How would you rate the customer satisfaction with Olympic Air?

A) Excellent

B) Good

C) Average

D) Worst ever

For this section, please rate how strongly you agree or disagree with each of the following statements by putting tick where applicable.

	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
6)Olympic air follows up in a timely manner your requests.				X
7)The employees of Olympic Air are always willing to help you.				X
8)The response to yours complaints are always taken quickly.			X
9)Olympic Air is consistent in providing good quality services.				X
10)Olympic Air offers personalized services to meet your need.		X
11)Olympic Air provides timely information when there are news services.			X
12) It was easy to get benefits from the promotional offers.		X
13)The proposed rewards from Olympic Air were what you wanted.		X
14)Olympic Air is reliable because it is mainly concerned with your interests.		X
15)The reputation of Olympic Air is trustworthy.				X
16)The service process provided by Olympic Air is secure.					X
17)You are comfortable about the relationship with Olympic Air.			X
18)You are willing to say positive things about Olympic Air to other people.				X
19)You are encourage friends and relatives to use the services offered by Olympic Air.				X

20) How would you define your experience with organization over the years?

Answer:

21)How do you find the quality of services and products of Olympic Air in comparison to the other competitors in market?

Answer:

22) Please give any suggestion or comment to improve our service quality. What else can we offer you to strengthen our relationship?

Answer:

Respondent N#9

OLYMPIC AIR

Individual Characteristics

a) Your Gender: Male Female

alex

b) Name:

Dwdekanisou

c) Address:

6977764041

d)Phone number:

e)Email:

1) Describe the overall relationship between you and Olympic Air .

A) Very Poor

B) Poor

C) Good

D) Excellent

2)Please rate the effect of customer service on reputation of Olympic Air.

A) Low

B) Medium

C) High

D) Very high

3) How important is the use of internet in establishing good customer relationship?

A) Very important

B) Important

C) Not so important

D) Can't say

4) How would you rate the customer relationship between you and the Olympic Air?

A) Not so good

B) Excellent

C) Average

D) Worst ever

5) How would you rate the customer satisfaction with Olympic Air?

A) Excellent

B) Good

C) Average

D) Worst ever

For this section, please rate how strongly you agree or disagree with each of the following statements by putting tick where applicable.

	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
6)Olympic air follows up in a timely manner your requests.	ь
7)The employees of Olympic Air are always willing to help you.				ь
8)The response to yours complaints are always taken quickly.			ь
9)Olympic Air is consistent in providing good quality services.			ь
10)Olympic Air offers personalized services to meet your need.				ь
11)Olympic Air provides timely information when there are news services.		ь
12) It was easy to get benefits from the promotional offers.				ь
13)The proposed rewards from Olympic Air were what you wanted.			ь
14)Olympic Air is reliable because it is mainly concerned with your interests.		ь
15)The reputation of Olympic Air is trustworthy.			ь
16)The service process provided by Olympic Air is secure.			ь
17)You are comfortable about the relationship with Olympic Air.		ь
18)You are willing to say positive things about Olympic Air to other people.					ь
19)You are encourage friends and relatives to use the services offered by Olympic Air.	ь

20) How would you define your experience with organization over the years?

Answer:

21)How do you find the quality of services and products of Olympic Air in comparison to the other competitors in market?

Answer:

22) Please give any suggestion or comment to improve our service quality. What else can we offer you to strengthen our relationship?

Answer:

Respondent N#10

OLYMPIC AIR

Individual Characteristics

a) Your Gender: Male Female

b) Name: Alexander Zyka

Papagou 12, Thessaloniki

c) Address:

2310619280

d)Phone number:

1) Describe the overall relationship between you and Olympic Air.

A) Very Poor

B) Poor

C) Good

D) Excellent

2)Please rate the effect of customer service on reputation of Olympic Air.

A) Low

B) Medium

C) High

D) Very high

3) How important is the use of internet in establishing good customer relationship?

A) Very important

B) Important

C) Not so important

D) Can't say

4) How would you rate the customer relationship between you and the Olympic Air?

A) Not so good

B) Excellent

C) Average

D) Worst ever

5) How would you rate the customer satisfaction with Olympic Air?

A) Excellent

B) Good

C) Average

D) Worst ever

For this section, please rate how strongly you agree or disagree with each of the following statements by putting tick where applicable.

	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
6)Olympic air follows up in a timely manner your requests.				ь
7)The employees of Olympic Air are always willing to help you.				ь
8)The response to yours complaints are always taken quickly.			ь
9)Olympic Air is consistent in providing good quality services.			ь
10)Olympic Air offers personalized services to meet your need.				ь
11)Olympic Air provides timely information when there are news services.				ь
12) It was easy to get benefits from the promotional offers.			ь
13)The proposed rewards from Olympic Air were what you wanted.			ь
14)Olympic Air is reliable because it is mainly concerned with your interests.			ь
15)The reputation of Olympic Air is trustworthy.			ь
16)The service process provided by Olympic Air is secure.			ь
17)You are comfortable about the relationship with Olympic Air.				ь
18)You are willing to say positive things about Olympic Air to other people.			ь
19)You are encourage friends and relatives to use the services offered by Olympic Air.			ь

20) How would you define your experience with organization over the years?

Answer:

21)How do you find the quality of services and products of Olympic Air in comparison to the other competitors in market?

Answer:

22) Please give any suggestion or comment to improve our service quality. What else can we offer you to strengthen our relationship?

Answer:

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