A STUDY ON SERVICE QUALITY AND PASSENGER EXPECTATION ON INDIAN AIRLINES
Journal Title: IJAR-Indian Journal of Applied Research - Year 2017, Vol 7, Issue 4
Abstract
Passenger satisfaction service arises when a company can provide passengers with benefits that exceed passengers‟ expectation and this is considered value-added. If customers are satisfied with the product or service, they will buy more, and do so more often. Passenger gratification is an essential goal for each airline providing passenger services. The on board experience is still something special for the customer. The customer has a wide choice to select the suitable airline product according to their requirements. Therefore, airlines are continuously working on the in-flight product development and innovation to differentiate themselves from competitors. During the last few years a variety of in-flight product innovations have entered into the market. This includes the aircraft seat on long haul flights as an important product element which is continuously being improved and renewed according to its life cycle and changing customer requirements. The current development of business class seat roll-outs shows the significance of this product element which influences the buying decision of the passenger especially on long haul flights. If the passenger is not satisfied, due to the negative experience, the client will reconsider the buying decision for further flights and will probably switch to another airline. This kind of situation belongs to the daily business in the passenger airline industry
Authors and Affiliations
DR. K. SINGARAVELU, V. P. AMUTHANAYAKI
Keywords
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