Service Quality Measurement Models: Comparative Analysis and Application in Airlines Industry (original) (raw)
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Empirical Investigation of Airline Service Quality and Passenger Satisfaction in India
Service sector has become more relatively important as it has become a most essential part of any economy. One of the industries in this service sector is the Airlines industry. Being one of the modes of transport that propels the economic activity of a Nation, it has become essential to study the quality of service that should be made available to the users by this industry. So far the focus on airline service research has been to identify airline selection criteria and performance rankings. Of late the focus of research efforts has shifted to examine the issues inherent in various passenger segments. Prime objective of this study is to analyze the relationship between air passengers' class of service and their perception of service quality and also purpose of the trip, and satisfaction. This investigation indicates that majority of respondents perceived that responsiveness is most important, followed by tangibility, empathy, assurance and reliability. In contrary, consumer satisfaction level is more for tangibility followed by responsiveness, reliability, empathy and assurance.
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Services are intangible by nature. Services are heterogeneous and airline services are no exception to this. Services provided inside aircraft are intangible and highly variable. Airline services are highly personalized. The airline product is a highly perishable one. The airliner companies Management’s believe that, they are providing committed quality of service to the customers, but in the point of view of the customer, airliners’ are lacking in quality service. Airliners’ lacks in awareness about service quality and are not aware that giving better service to the customers helps in better company performances In view of the above there is ample scope of research in the area of Service offerings with a view of Customer Service in domestic airlines arena which has potential research possibilities in Indian Airlines Industry. This paper showcases some of the findings in this direction with respect to Indian Domestic Airline Industry. It highlights to examine how the customers are feeling about the company’s services and its service quality. The two main constituents are the “quality expected or experienced” and “quality perceived” by the customer. As study on these variables, the Airlines best conforming to customers’ perceptions are Kingfisher Airlines and Indigo Airlines.
A Study On Service Quality Dimensions Of Domestic Airline Industry In India
Air transportation acts as a catalyst for economic development and trade by facilitating goods and passenger movement domestically and around the world. The robust growth in Indian Airline Industry has redefined the way people travel in India. In the recent past, the cost of air transportation has fallen and this has encouraged many middle income travelers to travel by air. Open sky policy is being followed in the airline industry and growing stiff competition has changed the rules of the game. The pressure to provide better customer services has never been greater. Yet the challenge to reduce operating costs is equally strong. Automation of services is playing a key role in attaining these goals and many innovative solutions are being deployed. Plethora of software solutions are designed and implemented to improve the passenger's journey, streamline and integrate airline and airport operations, such as internet-based reservation systems, electronic ticketing, automated check-in, baggage handling, meals, enterprisewide customer relationship solutions and frequent flyer programmes. The objective of all such solutions is to deliver the highest quality of customized services to the passengers at affordable costs. In the airline business, service quality indicates that, all passengers are entitled to receive any or all relevant information about their trip, such as any changes in scheduled flight timings or route diversions, giving fare information, including extras such as departure taxes, reserve seat charges and ad-hoc surcharges. Airlines should be committed to providing quality onboard services to passengers. Focusing on service quality is the need of the hour if the airline company aspires to improve market share and to enhance its financial performance. This paper identifies different service quality dimensions and assesses its relevance with reference to passenger's satisfaction. It also measures the gap between expectations and perceptions of the passengers so that strategies can be implemented to improve the quality of service and increase airlines profitability and market share.
Pacific Business Review International (PBRI), 2019
The purpose of the paper is to comprehensively review the extant literature on the level of satisfaction of passengers in India from in-flight quality of services provided-for passengers travelling with different purpose-Business or Leisure in the low cost carriers and the passengers' re-flying intention with the same airlines. A total of 180 research papers related to the study were accessed and only 84 papers were found to be relevant. Most of the studies conducted on airlines services quality are focused on the North American, European and Southeast Asian countries, but there are limited studies on the emerging markets of the Asian region like India. SERVQUAL, SERVPERF and AIRQUAL have been used extensively as relevant tools for service quality measurement. The review of existing literature also suggests that statistical techniques mostly used for analysis included Structural Equation Modeling (SEM) and Regression Analysis.
Service sector is the lifeline for the social economic growth of a country. It is today the largest and fastest growing sector globally contributing more to the global output and employing more people than any other sector. Due to growing competition and globalisation the concept of services quality has gained importance in recent years. To survive in this competitive situation there is a need to firstly understand the customer perception of service quality and then to effectively implement it. The present study is an attempt to understand the customer perception of service quality components in domestic airlines industry in India. The data is collected from 342 Domestic bound air passengers at Chandigarh, Delhi and Amritsar Airport by using convenience random sampling technique. Responses of customers were analyzed with the help of factor analysis. Eleven factors were extracted. The result shows that the Services available are the most important factor in forming the customer perception regarding service quality in domestic airlines industry. The findings of this paper will benefit the airlines companies to create better satisfaction to the customers.
Elementary Online Education, 2020
The research study aimed to investigate the prevailing competitive environment in the airline industry.By comparing the compare service quality of threedifferent airlines (PIA, Oman Airline, and Air Arabia) using the SERVPERF model.Background: Observing the competitive landmark of the airline industry, the airlines concentrate on the need to analyze the customers' demands and provide services according to their demands. Method: A total of 150 customers were selected randomly to collect the data through self-administered questionnaire. The statistical reliability and validity of each questionnaire were tested through Cronbach's Alpha and factor analysis with positive responses. The research applied ANOVA, correlation, and regression to predict the results.Results: The results declared that PIA shows significant means for empathy while insignificant for tangibility, reliability, responsiveness, and assurance. Oman Airline showed a significant mean for assurance dimension of service quality while insignificant for tangibility, responsiveness, reliability, and empathy. While for Air Arabia the results declared a significant mean for tangibility, assurance, and insignificant mean for responsiveness, reliability, and empathy. Conclusion: The detailed analysis has proved that service quality in the form of tangibility, assurance, responsiveness, reliability, and empathy is the most important contributor to the satisfaction of customers of the Airline Industry.
Measuring service quality and a comparative analysis in the passenger carriage of airline industry
Procedia Social and Behavioral Sciences, 2011
Acquiring new customers and retaining existing customers have long been two important subjects for service organizations. Creating difference in every section of the service is a key factor to success on realization of these purposes. When service quality is thought as an important factor for creating difference in service industry, the importance of estimating service quality provided to customers comes out. Estimating service quality is a hard issue for service firms because services are intangible, heterogeneous, perishable, and inseparable. Estimating service quality provides service firms how to manage their marketing operations appropriately. Therefore, this estimation should be performed with right measurement scales. In this study, first, service marketing literature was reviewed and then data were gathered via questionnaire forms. Lastly exploratory factor analysis was conducted and two scales which estimate service quality were compared in the research. The findings reveal that the weighted Servperf scale has explained perceived service quality more much than the weighted Servqual scale did in the research.
The Indian airline industry exists in an intensely competitive market. India has a well-developed and large civil aviation network. There are 122 airports in the country, controlled by the Airports Authority of India, of which 11 are international airports. The air services of the country were liberalised in 1994 through a move towards an open-skies policy of the Government. The Indian Airline market is characterised as a hugely potential and under penetrated market. Service quality has received a great deal of attention from both academicians and practitioners. The firm's ability to create and sustain competitive advantage depends upon the high level of service quality provided by the service provider. Given the context of huge losses faced by Indian Airline services, it is imperative for us to study the service quality levels of these companies. The study explores the various constructs that are critical to service quality among the Indian Airline service providers as perceived by the Passengers.
2016
The primary objective of this paper is to examine the relationship between airline service quality, passenger satisfaction and preference. This study identifies the main factors of airline service quality, passenger satisfaction and preference and proposes a model examining the directional relationship among these three constructs. It is based on an empirical influence of the data collected from 200 passengers with Indian airlines during July and August 2015. The data are analyzed using a variety of statistical techniques. Factor analysis is used to identify the main factors of airline service quality and passenger satisfaction and preference. The segmentation of airline passengers according to their preference levels and psychographic characteristics is performed using cluster analysis techniques. LISREL 8 and path analysis techniques are used to investigate the relationships among the three constructs namely: Service quality, passenger satisfaction and passenger preference. The ke...