The effect of airline service quality on customer satisfaction and loyalty in India

Title

The effect of airline service quality on customer satisfaction and loyalty in India

Creator

Agarwal I.; Gowda K.R.

Description

Indian Aviation Industry has been one of the world's fastest-growing aviation industries with private airlines representing more than 75 percent of the domestic aviation industry. With an 18 percent compound annual growth rate (CAGR) and 454 airports and airstrips in place in the country, 16 of which are designated as international airports, it has been stated that by 2011 the aviation sector will be witnessing a revival. In 2009, with traffic movement rising and revenues rising by nearly US$ 21.4 million, India's Airports Authority appears expected to earn better margins in 2009-10, as indicated by the Civil Aviation Ministry's latest estimates. The most crucial step in identifying and providing high-quality service is to understand exactly what customers expect. Quality of service is one of the best models for measuring customer expectations and perceptions. A company's performance results in customer satisfaction with a product or service. Passenger satisfaction is important to customer sovereignty. Customers can be loyal without being highly satisfied and being highly satisfied and yet not being loyal. Companies are required to gain a better understanding of the online environment relationship between satisfaction and behavioural intention, and to assign online marketing strategies between satisfaction initiatives and behavioural intention programme. In addition, the findings of this research will assist airline managers to better serve their customers, track and improve quality of service and achieve the highest level of satisfaction for their passengers. 2020 Elsevier Ltd. All rights reserved.

Source

Materials Today: Proceedings, Vol-37, No. Part 2, pp. 1341-1348.

Date

2020-01-01

Publisher

Elsevier Ltd

Subject

Aviation industry; Behavioral intention; Customer satisfaction; Marketing strategies; Quality of service

Coverage

Agarwal I., Institute of Management, CHRIST Deemed-to-be University, Bengaluru, Karnataka, 560029, India; Gowda K.R., School of Business and Management, CHRIST Deemed-to-be University, Bengaluru, Karnataka, 560029, India

Rights

Restricted Access

Relation

ISSN: 22147853

Format

Online

Language

English

Type

Conference paper

Identifier

https://doi.org/10.1016/j.matpr.2020.06.557

https://www.scopus.com/inward/record.uri?eid=2-s2.0-85102471390&doi=10.1016%2fj.matpr.2020.06.557&partnerID=40&md5=df0506f2be860e21d4c70ab25314d9b4