Consumer and Decision Making Behavior: Contrast and Similarities Between the Two Companies

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Qantas and virgin Australia share many similarities since they are in the same industry. Both companies make sure that services offered to their customers are paramount hence making them acquire individual market share. This is done by these companies making sure that their airlines have records of safety.

Consumers prefer travelling with airlines with a clear history of incidences and accidents. Everyone aims at reaching their final destination safely hence making it essential for consumers to rely on airline companies that have safety measures (Goh, 2004). They make sure that their pilots are competent in order to build trust to their consumers that they will eventually land to their destinations safely (Forsyth, 2005).

Both companies make sure that they provide customer services to their consumers that match international standards. Once consumers are received by customer care representatives and assisted along the process of clearance, they feel encouraged to come back to the company again for services.

If a company has poor customer relationships, consumers end up disappointed by their services hence opting to try out services from other players in the market this means that the company loses out to its competitors. These two companies carry out extensive consumer surveys to find out what consumers prefer when travelling.

They provide what customers feel best for their journeys and this assures them of retaining customers and attracting more. Their cabin crew retains high professionalism in serving customers making them miss flying in these airlines. Consumer behavior is monitored by a customer service department in both companies.

This makes sure that customer requirements are given priority and attended remarkably fast. This is done to make sure any complaint from customers is addressed, and communication made to the concerned client to retain their faith. For example, whenever a customer is dissatisfied with the services offered by the travel company, they may raise the issue to the management.

The managements of Qantas and virgin Australia companies follow up with the client to make sure that, they clarify and make apologies where possible hence restoring customer trust. This promises these companies stable market share. This is because consumers who fail to be satisfied with their services are followed up to be explained until they feel that the issue was accidental.

On the other hand, these two companies tend to differ in some aspects because Qantas Airline Company is financially healthier than virgin Australia and relies on the strategic planning theory. This makes a significant difference between the two companies because Qantas offers services to its consumers without straining their budgets (Lawton. 2002).

Qantas focuses more on long term benefits of the airline in selection of their target market. For example, customers pay less to travel with Qantas as their tickets cost much cheaper than those from virgin Australia Company. Customers love travelling with Qantas because they pay less and safety is assured. The airline uses the positioning theory and they position their flights among the cheapest in the region.

Consumers who get late for flights in Qantas get quick arrangements to get another flight, unlike in virgin Australia where customers have to wait to be rescheduled for other flights.

This is because, virgin Australia uses social class theory whereby they concentrate on customers more than they do for their company. In fact, this is the winning factor for Qantas airlines because their customers are assured that nothing can unreservedly reschedule their flights by a day.

Qantas make sure they hire most competent staff and fund for their further training on customer service. This is the reason their crew and other support staff handle their customers according to individual needs. In virgin Australia, customers are attended by the crew and staff not trained on handling some needs of customers. Therefore, customers like traveling with the prestigious Qantas airlines as opposed to virgin Australia.

References

Forsyth, P. (2005).Competition versus predation in aviation markets: a survey of experience in. Laura-Cape: Ashgate Publishing, Ltd.

Goh, J (2004).The single aviation market of Australia and New Zealand. New York: Routledge.

Lawton, T. C. (2002). Cleared for take-off: structure and strategy in the low fare airline business. Laura-Cape: Ashgate.

Vaisutis, J. (2009). Australia. Subiaco: Lonely Planet.

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Consumer and Decision Making Behavior: Contrast and Similarities Between the Two Companies

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