Volume : I, Issue : II, October - 2012

Role of Responsiveness Factor in Enhancing Domestic Airlines Service Quality

Dr. K. Krishnakumar, P. Baby

Abstract :

Services are the largest and fastest growing sector in developed and developing countries. In India, the share of services sector in Gross Domestic Product (GDP) has risen from 50.4 per cent in 2000–01 to 59.0% in 2011–12. Service quality has become increasingly significant term for all firms, to maintain customer bases and compete effectively in the national and international service markets all the organisations should be able to measure and maintain the quality of their services to meet or exceeds customers’ expectations. The contribution of domestic airline industry becomes more in service sector. According to DGCA report passengers carried by domestic airlines during Jan–Jul 2012 (half yearly) were 354.52 lakhs as against 348.47 lakhs during the corresponding period of previous year thereby registering a growth of + 1.74 percent. This shows that there is an increasing trend in passengers’ movement in domestic airline services. The market share values are increasing every year. Many researchers have conducted various studies which regards to measure service quality in different service industries. In this paper, authors made an attempt to measure the role of responsiveness factor in enhancing domestic airlines service quality.  

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Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Dr. K. Krishnakumar, P. Baby Role of Responsiveness Factor in Enhancing Domestic Airlines Service Quality Indian Journal of Applied Research, Vol.II, Issue.I October 2012

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