Singapore Airlines won the Service Quality Award from Care - Center for Customer Satisfaction and Loyalty (CCSSL) and Marketing Magazine. The award was given on the level of service that exceeds the standard.The airline was carrying obtain Indonesian Service Satisfaction Index (ISSI) of 4.1557. That number represents achievement above the average for the index of international service industries. Award level, the parameter of Diamond Quality Service Award in 2010.
Indonesian General Manager Nam Lee Seng Singapore Airlines expressed, the award as a motivator in providing better services for customers. This award is further encouraged the staff and employees of Singapore Airlines to continue to provide the best service in order to continuously improve customer satisfaction.
The award was given by using direct interview of 2000 respondents upper and middle classes in Jakarta and Surabaya. Satisfactory Indonesian Service Index (ISSI) conducted by Care-CCSL ie it includes two sub index Perceive Service Value (PSV) and Perceived Service Quality (PSQ). PSV is a direct measurement of the values of the services provided, while Perceived Service Quality (PSQ), which consists of 4-5 dimensions (accessibility, processes, employees, and management of complaints) were measured.
Measurements were performed on additional dimensions such as improved quality of work that was added to after-sales service.
Singapore Airlines was established in 1972 was previously only operated 10 aircraft that fly over 22 cities in 18 countries. The airline had made improvements through fleet modernization, product innovation and service, and market leadership. Now, the airline operates more than 100 passenger aircraft with a network, including Singapore Airlines and Silk Air Cargo, covering 102 cities in 41 countries.
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