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
Related Articles
- EP ID EP462658
- DOI -
- Views 56
- Downloads 0
An Empirical Investigation of Gender Discrimination And Women Entrepreneurs In Lucknow City
In the present paper an attempt has been made to analyse the gender discrimination with women entrepreneurs in informal sector in the Lucknow city. The study has been conducted in Lucknow which is capital of Uttar Prades...
Variant Course and Anamolous Branching Pattern of Major Ateries In Upper Limb in Telangana Region.
BACKGROUND : Knowledge of course and branching pattern of major arteries is very important for the vascular surgeons & plastic surgeons. METHOD: This study was carried over a span of three years on 30 human cadavers in t...
A Study on Cloud Computing Models and Resource Management
Cloud computing is useful in commercial as well as scientific domain. It encompasses key features of distributed computing, mainframe, virtualization, utility computing and many more computing paradigms. Understanding of...
PHARMACOLOGICAL POTENTIAL OF NYMPHAEA ALBA FLOWER EXTRACT AGAINST STREPTOZOTOCIN INDUCED EXPERIMENTAL DIABETES MELLITUS MODEL
Diabetes mellitus is a rapidly increasing incidence in the developing and developed countries throughout the world. The present investigation was performed to assess the anti-diabetic activity of Nymphaea alba flower ext...
Deep Neck Flexor Endurance: A Normative Data Score in Normal Healthy Indian Population
Muscular endurance is the ability of a muscle to generate tension, sustain that tension & resist fatigue over a prolonged period of time against load. Earlier researches states that any challenge to cervical spine flexor...