An Empirical Study of Passengers Perception of Service Quality of Selected Indian Airlines

Author:Sunil Kumara*, Arihant Jainb

Abstract:
This research paper evaluates the underlying forces of service quality influences on passengers’ perception of Indian airlines. The study also evaluates, which dimensions have a positive influence on service quality and which dimensions have the most and least important impact on service quality in national air travel, as perceived by airline passengers. This research paper also analysed the data from passengers of three classes - economic, business and premium. The findings of this research paper are based on the analysis of a sample of 500 respondents each from Air India, SpiceJet Ltd. and Jet Airways. Respondents have given their rating for all 20 service quality attributes under four service quality factors for each airline and the ratings were assigned as very good-5, good-4, neither good nor bad-3, bad-2 and very bad-1. The results suggest that passengers are satisfied with the service quality dimensions delivered such as in-flight service, in-flight digital service and back-office operations. The findings reveal that these three dimensions are positively related to perceive service quality. Thus, it is observed that the passengers are highly satisfied with service quality of Spice Jet Ltd. Domestic air traffic has shown a consistent growth of 20 -25% throughout 2015 and 2016, peaking in January this year at 25.13%. However, the domestic travel demand rose 16% in February this year (2017), ending the long streak of over 20%. India which enjoyed the fourth position in terms of overall air passenger traffic (both domestic and international) along with the UK, has also inched closer to becoming the third largest one by March next year.

Keywords:Keywords: Quality, Passengers’ Perception, In-flight services, In-flight digital services, Back-office Operations.

DOI:

International Journal of Trade & Commerce (Vol: 6 Issue:1)