The Group Field Project (GFP) is an essential part of IPMI MBA program. In the Group Field Project, we apply the knowledge acquired from the program to analyze problems and give some recommendations to the sponsoring company, American Express -Travel Related Services.



Objective:

1. Identify the changes in Service Establishment's attitude, a comparison of 1991 and 1992 survey.

2. To find the way to increase the Service Establishment acceptance of American Express Card, particularly in the area of services provided.



The report is built upon scientific approaches. Both quantitative and qualitative data have been collected and analyzed using proper statistical tools.



Data Collection:

1. Regular meeting with the management of American Express -Travel Related Services, to identify the reason on problems and alternative actions to overcome the problems in the American Express perspective.

2. Questionnaires. We distributed 1000 questionnaires to American Express' Service Establishment by using Direct Mails and Interviews, and finally received 278 samples to evaluate.

3. Focus Group Discussions. To get ideas on individual perspectives and attitudes, through deeper first hand's experience.



Proper statistical approach was used in the data analysis from questionnaires and a comparison of previous and present survey, facilitated by SPSS/PC + program.



Research location: American Express Travel Related Services

Supervisor: Prabowo, M.Sc.

Accepted: 14 December 1992.