Volume : IV, Issue : XI, November - 2015

SERVICE QUALITY IN AIR INDIA: A STUDY

Sri Harish D. N. , Dr. K. Nagendra Babu

Abstract :

 Over the past couple of decades or so, the techniques of measuring service quality and its dimensions have become a major area in marketing literature owing to which scholars and practitioners have been operating on the quality of services delivered. Serving and satisfying a customer is the fundamental goal of the hospitality industry where the service providers themselves become part of the product. The aviation industry is a typical service industry, one in which the involvement of service components is relatively high and, hence, special attention need be paid to the service quality, as it could potentially increase passenger satisfaction, profits, and market share. This study, therefore, aims to understand the service quality indicators of public sector airline i.e., Air India. After conducting a thorough review of literature, in–depth interviews, and two rounds of pilot tests, five dimensions (responsiveness, assurance, tangibles, empathy, and reliability – RATER) and 20 indicators were obtained and the implications and suggestions were then discussed.

Keywords :

Article: Download PDF   DOI : 10.36106/ijsr  

Cite This Article:

SRI HARISH D. N., DR. K. NAGENDRA BABU / SERVICE QUALITY IN AIR INDIA: A STUDY / International Journal of Scientific Research, Vol : 4, Issue : 11 November 2015

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