A Critical Analysis of Customer Service Strategies and Brand Perception: A Study of Airline Operators in Gombe State
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- NGN 5000
Background of the Study
Customer service strategies are vital in shaping brand perception, particularly in the airline industry, where customer experience is a key differentiator. Effective strategies include personalized services, efficient complaint resolution, and consistent communication (Berry et al., 2023).
In Gombe State, airline operators face increasing customer expectations and competition. Brand perception, influenced by customer service quality, directly impacts customer loyalty and market share. This study examines the link between customer service strategies and brand perception.
Statement of the Problem
Despite efforts to improve customer service, many airline operators in Gombe State struggle with negative brand perception due to issues like delayed flights, poor communication, and inadequate customer support. This hampers customer loyalty and profitability (Abdullahi & Musa, 2024).
Objectives of the Study
- To identify customer service strategies used by airline operators in Gombe State.
- To analyze the impact of these strategies on brand perception.
- To explore challenges in delivering effective customer service.
Research Questions
- What customer service strategies are employed by airline operators in Gombe State?
- How do these strategies affect brand perception?
- What challenges hinder effective customer service delivery?
Research Hypotheses
- Customer service strategies significantly influence brand perception.
- Airlines with superior customer service achieve better brand perception.
- Challenges such as operational inefficiencies reduce customer satisfaction.
Scope and Limitations of the Study
The study focuses on airline operators in Gombe State, assessing customer service strategies and brand perception outcomes between 2023 and 2025. Limitations include limited access to passenger feedback and operational data.
Definitions of Terms
- Customer Service Strategies: Approaches aimed at enhancing customer satisfaction and experience.
- Brand Perception: Customers’ views and opinions about a brand.
- Airline Operators: Companies providing air transport services for passengers and cargo.
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