Sri Lankan Airline launched in 1979 as the flag carrier engaged as a full service international scheduled operator, operating from Bandaranaike International Airport in Katunayake, to 35 countries. Further Sri Lankan Airlines provides Sri Lankan Airline- Engineering, Sri Lankan Catering, Sri Lanka Airport Services, Sri Lankan Holidays and Cargo Service for other airline and passengers.. Sri Lanka airline has partnershiped with some of world recordnised prestige airlines such as Etihad, Malaysia Airlines, Indian Airlines, Saudi Arabian Airlines, Air Canada and Mihin Lanka. Sri Lankan Airline is expanding its fleet with wide range of products and service in order to move forward with other competitive airlines to increase their market share while promoting tourism and developing Sri Lankan economy.
Sri Lanka Airline caters for both Business travellers and Leisure passengers, operating both long haul and short haul flights ensuring safety, reliability and punctuality. In addition, Airline provides value added service at each product level to give more benefits to their passengers to make travelling comfortable and enjoyable. Business class passengers are provided with luxury cabins with more comfortable seating, limousine service at airports, business lounge and delicious meals. On the other hand, Leisure travellers are provided with more baggage capacity, in flights entertainments, delicious meals etc. Furthermore loyal customers despite of their category will be awarded with free air miles through Flying smile loyalty card programme as well.
Task 1- Key Customers, their level of impact and influence - Pareto principle
To identify key customer groups, it is ideal to use Pareto principle because it mesures the customer group according to the revenue generated. It predicts that 80% of revenue generate by 20% of the customer segment and 20% of revenue generate from 80% of the customer segment.
Customer Segment Influence
( Frequent users)
Very high impact and travelle through out the year. Main contributors to generate revenue and maintain within positive margins Power of buyer is high as there are other options avialable to the customers to fly and forth, most of time, they will purchaise as a corparate client.
(Non- Frequenct users )
Impact is less relative to the frequenct busniess segemnet , however they will have unplan patten and will contribute to airline revenue . they have a tendency to book very quick and cancelling as well. Their influence power is very low comparing to frequent Busniess users and low bargaining power.
Students Impact is less compared to other customer groups and based on seasonal travelling pattern such as in Sepember and December Have influenced as airline already provides excutive discounts and more baggage capacity
Visit family and friends
Impact is negligible, however they are contributing to the revenue. Their influence power...