Relationship between Service Quality , Customer Satisfaction and Customer Loyalty in No Frill Airlines: A Comparative Study of Jet Konnect and Indigo Airlines

Dr. Madhumita Mukherjee

Volume : V, Issue : XII, December - 2016

Relationship between Service Quality , Customer Satisfaction and Customer Loyalty in No Frill Airlines: A Comparative Study of Jet Konnect and Indigo Airlines

Dr. Madhumita Mukherjee

Abstract :

Aviation industry is a vital segment of the fast growing Indian economy because of its catalytic role in stimulating growth across all other sectors of the economy. In tandem with fast growth of Indian economy and its continuing liberalization, the industry has witnessed rapid growth and expansion in the past decade. ?e industry has grown at a 16% CAGR in passenger traffic terms over the past decade. With advent of LCCs and resultant decline in yields, passenger traffic growth which averaged 13% in the first half has increased substantially to 19% CAGR during 2006–2011. Despite strong growth, air travel penetration in India remains among the lowest in the world. In the present age of modernization, one of the basic objectives of the firms is to measure the service quality through which they will be able to evaluate customers‘ level of expectation as well as level of perception about the services offered by them especially when the introduction of information technology has significantly changed customers‘ expectation and perception level about the quality of services. In this study researcher have shown the relationship between service quality, customer satisfaction, and customer loyalty along with a comparative study between two �No Frill Airlines�.