Influence of Service Quality of Airlines on Satisfaction of Passengers: A Perceptual Study

Abstract

The service industry is a significant contributor to the Indian GDP and faces formidable competition in the era of globalisation. The aviation sector, following the liberalisation of the Indian economy, has undergone substantial transformation due to increased competition. To thrive in this industry, it has become crucial to provide high-quality services. Service quality plays a critical role in satisfying customers and fostering customer loyalty towards the organisation. It serves as a yardstick to retain existing customers as well as to attract potential ones. The main objective of the present study is to investigate how the dimensions of service quality influence passenger satisfaction. In order to carry out the study a sample of 250 respondents has been selected. Descriptive statistics, one-way ANOVA, correlation coefficient, and multiple regression techniques have been used to analyse the data and to arrive at the findings of the study. The study reveals that all the dimensions of service quality have positive and significant relationship with the satisfaction of passengers. Further, the study also reveals that out of seven dimensions, only four dimensions, namely, responsiveness, courtesy, empathy, and convenience, have a significant influence on the satisfaction of passengers under consideration.

Keywords: Courtesy, Empathy, Reliability, Responsiveness, Convenience

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