对服务质量和旅客满意度的研究 关于印度航空公司.pdfVIP

ZENITH International Journal of Multidisciplinary Research Vol.2 Issue 2, February 2012, ISSN 2231 5780 A STUDY ON SERVICE QUALITY AND PASSENGER SATISFACTION ON INDIAN AIRLINES R.ARCHANA*; DR.M.V.SUBHA** *Associate Professor, Directorate of Online Distance Education (DODE), Anna University of Technology, Coimbatore, Tamil Nadu, India. **Research Scholar, School of Management Studies, Anna University of Technology, Coimbatore, Tamil Nadu, India. ABSTRACT This study examines the underlying forces of service quality influences on passengers‟ satisfaction in aircraft transport. The study examines which dimensions have a positive influence on service quality and which dimensions have the most and least important impact on service quality in international air travel, as perceived by airline passengers. The findings of this study are based on the analysis of a sample of 270 respondents. This study analyzed the data from passengers of three classes, economy, business and premium. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. The dimensionality of perceived service quality in international air travel was explored and three dimensions were identified. These dimensions include in-flight service, in-flight digital service and back-office operations. The findings reveal that these three dimensions are positively related to perceive service quality in international air travel and of these dimensions, Cuisines provided, seat comfort safety are the most important dimension in in-flight service quality. Personal entertainment is the most important dimension as perceived by airline passenger