This paper is published in Volume-3, Issue-4, 2017
Area
Management Studies
Author
Dr. P. Usha
Co-authors
E. Kusuma
Org/Univ
Annamacharya Institute of Technology & Sciences, Tirupati, Andhra Pradesh, India
Pub. Date
03 August, 2017
Paper ID
V3I4-1253
Publisher
Keywords
Service Quality, Passenger Satisfaction, In-flight Services, In-flight Digital Services, Back-office Operations, Class of Journey, Airline Industry.

Citationsacebook

IEEE
Dr. P. Usha, E. Kusuma. A Study on Survive Quality and Passenger Satisfaction on Air India Services, International Journal of Advance Research, Ideas and Innovations in Technology, www.IJARIIT.com.

APA
Dr. P. Usha, E. Kusuma (2017). A Study on Survive Quality and Passenger Satisfaction on Air India Services. International Journal of Advance Research, Ideas and Innovations in Technology, 3(4) www.IJARIIT.com.

MLA
Dr. P. Usha, E. Kusuma. "A Study on Survive Quality and Passenger Satisfaction on Air India Services." International Journal of Advance Research, Ideas and Innovations in Technology 3.4 (2017). www.IJARIIT.com.

Abstract

This study examines the underlying forces of service quality influences on passengers‟ satisfaction in aircraft transport. The study examines which dimensions have a positive influence on service quality. The findings of this study are based on the analysis of a sample of 100 respondents.. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. The dimensionality of perceived service quality in Domestic air travel was explored and dimensions were identified. These dimensions include in-flight service, in-flight digital service and back-office operations. The findings reveal that these dimensions are positively related to perceive service quality in international air travel and of these dimensions, Cuisines provided, seat comfort safety are the most important dimension in in-flight service quality. Personal entertainment is the most important dimension as perceived by airline passengers in In-flight digital service quality. Online ticket booking is another dimension in back-office operations. In addition, the findings indicate that passengers‟ satisfaction on different airline companies on basis of the services delivered
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