Airlines Industry Service Quality

Topics: Airline, Malaysia Airlines, Delta Air Lines Pages: 30 (7067 words) Published: December 17, 2012
|service marketing | |EXPECTATION AND PERCEPTION OF SERVICES IN JET AIRWAYS | |BASED ON STUDY CONDUCTED THROUGH SERVQUAL | | | | | | | | | | | | | | | | | | | | | | | | | |9/29/2012 |

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This project will accomplish to provide better the service quality to the passengers. These Flying services of the Indian airlines are divided into three stages-(pre-fight, in-fight, Post-fight services) and I found that the passengers of the Indian airlines has satisfied with service quality of Indian airlines. The aim of the company to provide the better services quality to passengers and the management in particular is very much responsible for this. Through passengers of the airlines the management is getting proper information about the services which are providing at pre-fight, in-fight, post-fight. And to find out the areas where the company needs to improve to service quality of the airlines.

➢ From this study, Indian airlines have come to know about the passengers has satisfied with services.

➢ From this study the passenger perceptions of service quality of airlines.

➢ To assess the level of satisfaction of passengers on exiting passengers facilities provided by airlines.

➢ To provide an effective marketing scheme to passengers.

➢ This information is a good guide to management as it brings out the strengths of the company and the areas where the company needs to improve the service quality.



Indian aviation sector has witnessed a phenomenal growth chart in the last decade. Today, India is the 9th largest civil aviation market in the world and ranks fourth in domestic passenger volumes with a market worth of US $12bn. As per AAI, passenger handling capacity has risen two-fold from 72 million (FY 06) to 143...
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