In this tricky and uncertain situation, internet is considered as the most crucial requirement. Since, it improved the coordination and communication power among the individual residing in varied parts of the world. At the same time, resolving the issues aroused within the minds of the customers also became extremely easier and simpler in nature. Due to this the craze of internet or IT increased within the minds of the young individual, in this age of extreme distress. Hence, it may be stated by Axelrod (2015) that development of IT offered the opportunity for the development of Information Communication Technology (ICT) that created a considerable influence over the corporate policies of the firms. In regard to this, the profitability and brand value of the firms augmented considerably leading to amplification of the prosperity in the entire globe among many others. Among many other customer centric industries, ICT proved quite advantageous for airline industry in this era (Heathcote, 2014).
In this assignment, the effect of ICT is presented in a brief manner over JET airways.
Sustainability and survival is the prime aspect of the firms operating in Airline industry. In order to do so, most of the firms desire to offer best services to its customers. The prime reason behind this is that, customer loyalty and retention is directly linked with the reputation of the firm in this competitive market scenario among many others. Considering this, the management of JET airways desired to introduce IT or ICT. In light to latter statement, Jet airways (2015) determined that ICT is considered as the key stone of success for JET airways in this age of extreme competition. Since, most of the existing players try to offer instant replay to the feedbacks of the customers. Doing so, might prove effective in boosting the reliability and dominance of the customers towards the brand as compared to many others. Other than this, ICT also acts as inventive technique of transferring diverse facts and figures to its consumers. As a result, the dependency and loyalty rate of the clients might get enhanced significantly towards the firm leading to amplification of the presence. However, in order to operate it, exact skill and knowledge is also essential (Arabo & Pranggono, 2013). If the employees fail to control and maintain it accurately, then it would present extremely detrimental for the firm in the long run. Thus, not only the position, but also the customer faith and trust over the services of the brand might also get deteriorated day by day (Bidgoli, 2014). Hence, the proficiency might get lowered in the recent time (Kotenko & Skormin, 2015). Keeping this in mind, the management of JET airways decided to recruit highly knowledgeable individual that would offer optimistic effect over the firm. This means, the executives would be capable in answering all sort of requirements or queries of the customers in proper time through ICT. Only then, ICT would be effective for JET airways in the coming age.
The term information technology seems to be a buzz word but it is extremely effective and advantageous for the firms. Since, its introduction within the corporate strategies not only bumped up its profit margin but also its consistency in the market. This is because; with the use of ICT or information technology, the customer service of JET airways is handled by the call centre executives. And due to this, varied types of inventive features like seasonal discounts, business individual discounts, premium customer discounts may be easily presented to the customers. After attainment of the information, the reliability and trust of the customers increases considerably within the brand thereby extending its portfolio and image in the market among many others. Contrary to this, Kotker (2015) denoted that failure to offer actual facts regarding the services might prove extremely problematic and troublesome for the firms. The prime reason behind this is that, the gratification of the customers might get lowered and it would hamper their belief over the brand in this ever changing era. As a result, the survival rate of the JET airways might get lowered that would fade the presence in the market. Therefore, in order to diminish such types of negative effect over JET airways, the management tried to offer customized training programs within the employees. This would improve the inner skills and proficiency and this would intensify the inner confidence and equity of the brand in the market (Loveless, 2014).
Apart from this, internet or information technology also eased the requirement of booking the tickets. The choice of seats may be obtained by the clients from any point of time and this policy proved extremely advantageous for the customers. And the lowest feasible cost may also be offered by the management for the preferred tickets to the customers through ICT services. But it may not be possible for the firm despite of the presence of ICT within the firm. In regard to all these services, ICT is extremely essential for JET airways in surviving in this market.
In this scenario of information technology, training is the prime requisite. Since, it would increase the inner skills and expertise of the employees of JET airways thereby handling ICT services in an appropriate way. Doing so, might prove extremely advantageous for JET airways in enhancing the profitability and net income considerably. In term to the statement, Marich (2014) signified that training and proper operations of ICT is interlinked with-other. Customized training would not increase the devotion and interest of the young staffs to fulfill their roles and responsibilities in due time but also reduce errors (Abbott, 2014). This would prove extremely effective for JET airways in offering accurate range of facts and figures to the target audiences in exact time. Hence, the trust and confidence of the employees would get boosted to a significant manner thereby adding customer ranges. At the same time, the market share and position of JET airways would also get intensified significantly in the coming age among many others. However, the training need to be designed after identifying the responsibilities of the staffs. If it is not examined accurately, then it would present pessimistic impact over the functional aspects of the firm of JET airways. Due to this, the demand and interest of the clients towards the services of JET airways might get lower and it would diminish its existence (Mclvor et al. 2013).
On the other hand, training would also reduce the rate of switchover costs towards over contending brands. Due to this, the employees would remain associated with JET airways for long and it would increase its foothold in the market among other rivals. So, it may be stated that training is extremely important for JET airways and its employees to make the concept of ICT successful in all aspects.
ICT is considered as the backbone for JET airways. This is due to the fact that customer is the only requirement for the firms existing in airline segment. Therefore, proper assistance and support to the clients is the only essentiality. In addition, development of services as per the requirements of the clients is also crucial in order to satisfy and retain them for the long run among others. Contrary to this, Pappas (2012) determined that failure to do so, might create negative effect over the image and renownedness of the brand that would create distress. However, in order to make such an aim fulfilled in all regards, both employees and management of JET airways need to cooperate with one-another. This means, the feedbacks or reviews need to be analysed accurately by the employees or staffs of JET airways so as to know the changing requirements of the customers. Then it would be passed to the hierarchy in order to make them implemented within the services. Only then, the customers gratification would get enhanced and it would present positive influence. Thus, not only the existing clients would become loyal but also new customers would get arrested towards the brand. As a result, the position and equity of the brand of JET airways would get improved considerably among other rivals. Thus, it may be revealed that ICT would boost up the communication level within the hierarchy and due to this, the gap of expectation and perception would get reduced. And the perceived and expected product or service would match with one-another and it would present optimistic influence.
Thus, it may be seen that ICT combines both customers, employees and management with one-another so as to reduce any sort of discrepancies.
ICT is a part of IT. In this scenario, information is the most vital element that each and every organization wants to attain. This is attained in order to change the corporate strategies so as to make it more improved. Through ICT, reports regarding the changing desires of the clients may be obtained and it may be used for the presentation of better services of them. This would act as a boon for the clients that would increase their interest towards the brand of JET airways resulting in augmentation of its presence and growth in the market among other rivals. In regard to the latter statement, OHara (2015) mentioned that ICT and organizational progress is directly related with one-another. Since, ICT would support in instant presentation of varied types of facts and figures to the management of the firm that would offer constructive impact over the growth of JET airways. On the other hand, ICT would facilitate the customers in attaining nay sort of details regarding the aircraft or its position in the market prior booking a ticket. But, it would not be possible despite of ICT and so ICT is extremely popular for airlines organizations. Against the latter statement, Pappas (2012) identified that failure to implement the services of IT or ICT in an actual way, might prove detrimental for the firm in the coming age. Therefore, through training, accuracy is obtained that would reduce the gaps present within the skills of the employees so as to increase competencies in using it. Ability or proficiency is extremely essential while dealing the customers in an efficient manner. If it is not there, then the employees may not offer satisfactory services to the customers and it would be negative for the JET airways brand in this volatile scenario.
Though, ICT or IT is quite beneficial, but still it comprises of certain limitations that would prove extremely harmful for the firm. Among many others, hacking is the prime risk that would happen at any time of the day. I order to restrict such types of errors, the introduction of email id and passwords is implemented by the management of JET airways so as to safeguard the information and facts (Palmer, 2014). Since, the hackers use the customer database of the JET airways in numerous irregular activities thereby damaging its portfolio and brand value. The personal information like bank details, passport number and other facts may be used in other imperfect action that may create a disturbing scenario. The faith and belief of the customers over the brand of JET airways would get destroyed and it would affect the profitability of JET airways in this market situation.
Furthermore, damage of the hardware, software and other internal parts is also another problem that may occur within ICT and it would restrict the employees in offering the requisite facts to the consumers (Porter, 2014). Thus, in order to reduce any sort of above mentioned errors, firewalls, anti-viruses need to be initiated. Only then, such types of hacking issue may not result and hinder the brand value. And, the proper monitoring and supervision is also essential for the JET airways in order to diminish the issues of breakdown of ICT services in JET airways.
The management and the hierarchical members of JET airways need to offer highest supervision and monitoring towards the services of ICT. This would reduce the scope of any sort of disturbances within the ICT services of JET airways and hence the prosperity would increase. And, the alterations may be identified prior introduction within the policies of the brand so as to make it more profitable and reputed in the market (Zheng, 2014). Apart from this, the effect of training also needs to be identified within the services of ICT so as to develop the capabilities of employees. This would be highly appreciated by the customers thereby increasing its portfolio and market presence.
Conclusion
Conclusively, it may be analyzed that IT or ICT is extremely important for any firm maintaining its operations. Since, it would offer varied types of facts and information to the customers that would improve their dependency and interest towards the brand among many other contending players. On the other hand, the ICT also helps in presenting a clear picture of the altered requirements of the consumers to the management so as to make it introduced within the services. But it may not be possible without the use of ICT services and JET airways would fail to retain active in this changing situation. The new entrants would fade the services of JET airways that would obstruct its path of growth in the coming age. Therefore, it would be extremely essential for the management to introduce ICT within JET airways in order to remain sustainable along with others.
References
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Mclvor, R., Oreilly, D. and Ponsonby, S. (2013). The impact of Internet technologies on the airline industry: current strategies and future developments Retrieved from: https://pdfs.semanticscholar.org/55b9/fa207e2c357deabeae6b8a64a61b9218fa71.pdf
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