Service Quality Measurement Models: Comparative Analysis and Application in Airlines Industry (original) (raw)

The editorial board is of an observation that paper had a successive close watch by the blind reviewer's which at a later stage had been rectified and amended by the authors (Maltoob, Mohammad & Rahela) in various phases as and when required to do so. The reviewers' had in a preliminary stages remark with minor revisions which at a short span were restructured by the author. The comments related to this manuscript are tremendously noticeable related to the Measurement of Service Qualities in airlines industry both subject-wise and research wise by the reviewers during evaluation and further at blind review process too. The authors have crafted the paper in a structured manner. As in the age of competition and to increase their customers base it is mandatory for the industries to improve their service qualities to differentiate them from others. A very comprehensive review of literature is followed in the study to develop the base for it and to support the findings in context of airline industries.Overall the paper promises to open newer facets of studies. All the comments had been shared at a variety of dates by the author in due course of time and same had been integrated by the author in calculation. By and large all the editorial and reviewers' comments had been incorporated in paper at the end and further the manuscript had been earmarked and decided under "case Base Study" as a plot study is conducted to measure the correlations between customer satisfaction and low-cost airlines operating in India. The results are interesting and remarkable. paper Nomenclature: Case Base Study (CBS) paper code: V11N2AJ2019CBS1 originality test ratio: 17% aBStract purpose: The purpose of the study is to assess the instruments that are used to measure service quality. The SERVQUAL model, developed by Parasuraman et al. is a benchmark in the measurement of service quality across the industries for the last three decades. Many variants of this service quality instrument have been developed and applied by researchers and academicians, but the one instrument that has been gaining wider acceptance is the SERVPERF model, developed by Cronin and Taylor. The five-dimensional SERVPERF model, appreciated for measuring only the performance or perceptions and not expectations of customers, have been adopted in the present pilot study for measuring service quality and customer satisfaction of passengers flying in low cost airlines in India. design/Methodology approach: Paper is empirical in nature. A Sample population of 128 persons who travelled in and out of Delhi through low cost airlines in the last one year were collected and 118 samples were found to be complete and relevant. Data was collected through the questionnaire and was analysed using SPSS Statistics 21. originality/Value: The study has made a comprehensive literature review in the area of service quality in context of Airlines industries and used empirical data to support the findings. Findings:The authors find that satisfaction of customers and reuse of services is dependent on the type of services provided by the airline industry. All the dimensions of the service qualities followed in the study tangibles, reliability, responsiveness, assurance, empathy are found to have a strong correlation between service quality and customer satisfaction. Therefore, industries should focus more on increasing their service quality to retain as well as expand their customer base.