Image of Ways American Express travel related services can improve the quality the quality of its service to service establishments

Ways American Express travel related services can improve the quality the quality of its service to service establishments

| Gmd : Text

| Availability :

0000001012765 (GFP)Available - Ada

Publisher :IPMI , 1991

American Express Travel Related Services (AMEX-TRS) Indonesia, which is the heart and soul of American Express Company, is involved in the company's traditional business of charge cards, traveler's cheques, and travel. Its function is to provide product or service of high quality to its Card members and Service Establishments.



This study is intended to identify the customers' attitudes, in this case service establishments, and find out their expectation toward AM EX- TRS, in order to provide better value added services, which ultimately will avoid the suppress and surcharge problem currently encountered.

AM EX- TRS is selling convenience to both customers on their transactions, and as a card issuer, AMEX's revenue is based on the discount charged from the amount of each transaction. The competitors offer lower rates and also shorter time for the payment of service establishments' bills after each transaction. The competition makes some of the Service Establishments reluctant to accept AMEX Card or they do accept it but apply a surcharge.



Based on the response from questionnaires, the respondents were categorized into two groups of businesses Travel & Entertainment (T&E) Group, and Lifestyle (LS) Group. From ten categories of new services offered to them the expectations between the two groups are different. Then the expectation from each group is broken down again according to their revenue.



Based on our analysis, mostly the first four new value added benefits which were expected by T & E and LS groups are Business Information services, Soft Loan Requirement Facility, Training on Foreign Language and Service Skill.



To improve AMEX -TRS' relationship with their Service Establishments, providing these new services according to their business and revenue are

Recommended.



Research location: American Express Travel Related Services.

Supervisor: James L. Agee III, M.Sc.

Accepted: August 1991.

Series Title
-
Call Number
65
Publisher Place Jakarta
Collation
v, 56p. figs, quest., tabs. ; 27 cm.
Language
English
ISBN/ISSN
-
Classification
-

No other version available



Information


RECORD DETAIL


Back To PreviousXML DetailCite this