Abstract
Services are intangible by nature. Services are heterogeneous and airline services are no exception to this. Services provided inside aircraft are intangible and highly variable. Airline services are highly personalized. The airline product is a highly perishable one. The airliner companies Management’s believe that, they are providing committed quality of service to the customers, but in the point of view of the customer, airliners’ are lacking in quality service. Airliners’ lacks in awareness about service quality and are not aware that giving better service to the customers helps in better company performances In view of the above there is ample scope of research in the area of Service offerings with a view of Customer Service in domestic airlines arena which has potential research possibilities in Indian Airlines Industry. This paper showcases some of the findings in this direction with respect to Indian Domestic Airline Industry. It highlights to examine how the customers are feeling about the company’s services and its service quality. The two main constituents are the “quality expected or experienced” and “quality perceived” by the customer. As study on these variables, the Airlines best conforming to customers’ perceptions are Kingfisher Airlines and Indigo Airlines.
Highlights
Customer Service providers are under the notion that the company’s technical perspectives and internal marketing activities are the commitment to the customers’ service quality
A quantitative approach is adopted by administering a schedule among the respondents for primary data to evaluate the quality of service provided by the domestic airliners’ in which they have traveled, the perceived service quality of each variable was measured through questions designed on a 5 point Likert scale ranging from Very poor (1) to Excellent (5)
Customers’ perception in indian airline industry A schedule designed with a set of over 50 variables and responses of 600 customers traveling on a cross-section of six different domestic airlines was collected and the data is subjected to quantitative analysis by using the statistical analysis tools of factor analysis, chi-square test and cronbach’s alpha methods
Summary
Customer Service providers are under the notion that the company’s technical perspectives and internal marketing activities are the commitment to the customers’ service quality. The “service quality expected by the customers’ is the first to be studied and comes that what he perceived about the quality of service he received or experienced It is only through the experiences of the people that an assessment can be made about the quality of services provided by a particular airliner company. The Airliner company managements are of the view that they are meeting to the service quality expected by the customer’s needs and wishes, though their views are based on the company’s technical and internal perspectives, when viewed from the customers’ point of view the ‘service provider’ is lacking. Unless the ‘Service Provider’ Airliner Company takes initiatives to set internal quality, it will not be in a position in enhancing service quality which will affect the company’s performances In view of this a large research scope existed on the Service offerings of Private airlines which are fairly new in India. In the said airlines both low priced to full fare airlines are there services in domestic arena have one of the potential research possibilities and the present study is an attempt in this direction
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