An Analytical Framework on Service Perception in Indian Airlines before and After Corporate Restructuring
Journal Title: International Journal of Business Management & Research (IJBMR) - Year 2017, Vol 7, Issue 4
Abstract
The present study aims to identify the major problem areas related to the passenger service quality in Indian Airlines, before and after the corporate restructuring undertaken. For this purpose, descriptive research design was developed with personal interviews and close ended questionnaire (for passengers), on the basis of 22 parameters of passenger service quality. For this study, data were collected from the passengers travelling to and from Kolkata, Delhi, Mumbai, Chennai and Bangalore airport. After collecting data from 306 respondents through questionnaire survey, Factor analysis and Chi- Square Test had been used with the help of SPSS software and Statistics Calculator, to analyze the data and to identify the most fragile areas related to passengers service quality in pre and post restructuring. This study reveals that this state owned public organization is still suffering from the technical problems like Availability of flight i.e. punctuality of the flights and easy availability of tickets, followed by some human factors such as Luggage Handling, Staff Assistance, Responsiveness and Assurance. A Bayesian probabilistic framework has been developed from the dataset, which corroborates the findings of factor analysis. Scenario and causal analysis of the Bayeasian Framework suggests policy interventions and measures, so that this age old airlines can regain its previous status.
Authors and Affiliations
Dipa Mitra
Keywords
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