This document summarizes a study that investigated factors affecting service quality among Indian airline service providers. A survey was conducted of 200 passengers at Coimbatore Airport to determine the significant factors influencing their perceptions of service quality. The top five factors identified were price, politeness of crew members, consistency between communications and experiences, check-in of luggage, and convenience of flight timings. The study concluded that passengers perceive service quality as a combination of physical, interaction, and corporate dimensions, which all need equal priority from Indian airline providers.
This document summarizes a study on customer satisfaction with air travel services in Lucknow, India. It provides background on the Indian air travel industry and discusses key factors that influence customer satisfaction, such as service quality, expectations, and value. The study used surveys to measure customer satisfaction levels with domestic airline and airport services in Lucknow across several service quality dimensions. The results showed generally low levels of customer satisfaction, especially with international air services due to limited options. Improving service quality was identified as important to better meeting customer expectations and increasing satisfaction.
The document provides an analysis of the Indian aviation industry. It discusses key trends including consolidation in the industry, growing passenger numbers, the focus on low prices, and increasing capacity. It also outlines recent government initiatives to modernize airports and allow greater private investment and foreign ownership. The industry is growing rapidly, with passenger traffic increasing by 19.2% in early 2010 compared to the previous year. However, airlines face challenges from high fuel costs and fluctuations in the value of the rupee. Major players in the industry are discussed including Air India, Indigo, and Jet Airways.
The aviation industry in India is one of the fastest growing industries globally and has the potential to become the largest by 2030. While historically government-owned, the industry is now dominated by private airlines including low-cost carriers. Key factors driving growth include low-cost carriers, investments in modern airports and foreign investment, and a government focus on improving regional connectivity. However, the industry faces high costs from factors like aviation fuel taxes, airport infrastructure, and bargaining power from suppliers like Boeing, Airbus, and fuel providers. Competition in the industry is also high.
This document summarizes the current state of the aviation sector in India. It discusses the growth of the sector since deregulation in 1994, with the emergence of private airlines and low-cost carriers. Key trends are the growth in passenger traffic at an average of 9% annually, as well as projected increases in domestic and international passengers. Challenges facing the industry include high fuel prices, airport congestion, and competition from low-cost carriers. However, factors like rising incomes, tourism, and government reforms are driving the sector's continued growth. The aviation maintenance, repair, and overhaul sector is also growing due to the need to service more aircraft. The future of the industry looks promising as India is expected to become one of
Development of Loyalty Program for Indigo - A Low Cost Indian Airline: Consum...Vishrut Shukla
This document provides a summary of the Indian aviation industry and an analysis of loyalty programs and branding strategies of major airlines in India.
It begins with an overview of the challenges facing the Indian aviation industry, including high costs, debt, and losses incurred by many airlines. It then profiles the major airlines in India and analyzes their branding, including elements, positioning, target audiences, and media communications. Finally, it summarizes the loyalty programs of several airlines, noting that such programs are still nascent in India compared to other countries. In particular, it provides details on the tiered programs of Air India and Jet Airways.
A
Project Report
On
Aviation Industry
Submitted By
Name Roll Number
Miss. KiranBendre 05
Mr. KalidasBhandwalkar 06
Mr. SanketBharte 07
Miss. SangitaBhilare 08
Class: - MBA I, VIIT,Baramati
Under The Guidance Of
Dr. RupendraGaikwad
Subject:- Industry Analysis- Desk Research (215)
Index
Chapter No Contents Page No
1 Industry Analysis
Nature of the Industry,
Market share of the company 3
2 Promoters & Management Ethos
Background of promoters
CSR policies
3 External environment
Controlling ministry
4 Financials
Ratio analysis of financial data
5 Recent development
Margers & Acquisition
Indian Aviation Industry
Chapter 1 : Industry Analysis – the Basics
History of the Industry
The first commercial flight in India was made on February 18, 1911, when a French pilot MonsignorPiquet flew airmails from Allahabad to Nain, covering a distance of about 10 km in as many minutes.
Tata Services became Tata Airlines and then Air-India and spread its wings as Air-India International. The domestic aviation scene, however, was chaotic. When the American Tenth Air Force in India disposed of its planes at throwaway prices, 11 domestic airlines sprang up, scrambling for traffic that could sustain only two or three. In 1953, the government nationalized the airlines, merged them, and created Indian Airlines. For the next 25 years JRD Tata remained the chairman of Air-India and a director on the board of Indian Airlines. After JRD left, voracious unions mushroomed, spawned on the pork barrel jobs created by politicians. In 1999, A-I had 700 employees per plane; today it has 474 whereas other airlines have 350.
For many years in India air travel was perceived to be an elitist activity. This view arose from the “Maharajah” syndrome where, due to the prohibitive cost of air travel, the only people who could afford it were the rich and powerful.
In recent years, however, this image of Civil Aviation has undergone a change and aviation is now viewed in a different light - as an essential link not only for international travel and trade but also for providing connectivity to different parts of the country. Aviation is, by its very nature, a critical part of the infrastructure of the country and has important ramifications for the development of tourism and trade, the opening up of inaccessible areas of the country and for providing stimulus to business activity and economic growth.
Until less than a decade ago, all aspects of aviation were firmly controlled by the Government. In the early fifties, all airlines operating in the country were merged into either Indian Airlines or Air India and, by virtue of the Air Corporations Act, 1953; this monopoly was perpetuated for the next forty years. The Directorate General of Civil Aviation controlled every aspect of flying including granting flying licenses, pilots, certifying aircrafts for flight and issui
Writekraft Research and Publications LLP was initially formed, informally, in 2006 by a group of scholars to help fellow students. Gradually, with several dissertations, thesis and assignments receiving acclaim and a good grade, Writekraft was officially founded in 2011 . Since its establishment, Writekraft Research & Publications LLP is Guiding and Mentoring PhD Scholars.
Our Mission
“To provide breakthrough research works to our clients through Perseverant efforts towards creativity and innovation”.
Vision
Writekraft endeavours to be the leading global research and publications company that will fulfil all research needs of our clients. We will achieve this vision through:
• Analyzing every customer’s aims, objectives and purpose of research
• Using advanced and latest tools and technique of research and analysis
• Coordinating and including their own ideas and knowledge
• Providing the desired inferences and results of the research
In the past decade, we have successfully assisted students from various universities in India and globally. We at Writekraft Research & Publications LLP head office in Kanpur, India are most trusted and professional Research, Writing, Guidance and Publication Service Provider for PhD. Our services meet all your PhD Admissions, Thesis Preparation and Research Paper Publication needs with highest regards for the quality you prefer.
This document summarizes a study on customer satisfaction with air travel services in Lucknow, India. It provides background on the Indian air travel industry and discusses key factors that influence customer satisfaction, such as service quality, expectations, and value. The study used surveys to measure customer satisfaction levels with domestic airline and airport services in Lucknow across several service quality dimensions. The results showed generally low levels of customer satisfaction, especially with international air services due to limited options. Improving service quality was identified as important to better meeting customer expectations and increasing satisfaction.
The document provides an analysis of the Indian aviation industry. It discusses key trends including consolidation in the industry, growing passenger numbers, the focus on low prices, and increasing capacity. It also outlines recent government initiatives to modernize airports and allow greater private investment and foreign ownership. The industry is growing rapidly, with passenger traffic increasing by 19.2% in early 2010 compared to the previous year. However, airlines face challenges from high fuel costs and fluctuations in the value of the rupee. Major players in the industry are discussed including Air India, Indigo, and Jet Airways.
The aviation industry in India is one of the fastest growing industries globally and has the potential to become the largest by 2030. While historically government-owned, the industry is now dominated by private airlines including low-cost carriers. Key factors driving growth include low-cost carriers, investments in modern airports and foreign investment, and a government focus on improving regional connectivity. However, the industry faces high costs from factors like aviation fuel taxes, airport infrastructure, and bargaining power from suppliers like Boeing, Airbus, and fuel providers. Competition in the industry is also high.
This document summarizes the current state of the aviation sector in India. It discusses the growth of the sector since deregulation in 1994, with the emergence of private airlines and low-cost carriers. Key trends are the growth in passenger traffic at an average of 9% annually, as well as projected increases in domestic and international passengers. Challenges facing the industry include high fuel prices, airport congestion, and competition from low-cost carriers. However, factors like rising incomes, tourism, and government reforms are driving the sector's continued growth. The aviation maintenance, repair, and overhaul sector is also growing due to the need to service more aircraft. The future of the industry looks promising as India is expected to become one of
Development of Loyalty Program for Indigo - A Low Cost Indian Airline: Consum...Vishrut Shukla
This document provides a summary of the Indian aviation industry and an analysis of loyalty programs and branding strategies of major airlines in India.
It begins with an overview of the challenges facing the Indian aviation industry, including high costs, debt, and losses incurred by many airlines. It then profiles the major airlines in India and analyzes their branding, including elements, positioning, target audiences, and media communications. Finally, it summarizes the loyalty programs of several airlines, noting that such programs are still nascent in India compared to other countries. In particular, it provides details on the tiered programs of Air India and Jet Airways.
A
Project Report
On
Aviation Industry
Submitted By
Name Roll Number
Miss. KiranBendre 05
Mr. KalidasBhandwalkar 06
Mr. SanketBharte 07
Miss. SangitaBhilare 08
Class: - MBA I, VIIT,Baramati
Under The Guidance Of
Dr. RupendraGaikwad
Subject:- Industry Analysis- Desk Research (215)
Index
Chapter No Contents Page No
1 Industry Analysis
Nature of the Industry,
Market share of the company 3
2 Promoters & Management Ethos
Background of promoters
CSR policies
3 External environment
Controlling ministry
4 Financials
Ratio analysis of financial data
5 Recent development
Margers & Acquisition
Indian Aviation Industry
Chapter 1 : Industry Analysis – the Basics
History of the Industry
The first commercial flight in India was made on February 18, 1911, when a French pilot MonsignorPiquet flew airmails from Allahabad to Nain, covering a distance of about 10 km in as many minutes.
Tata Services became Tata Airlines and then Air-India and spread its wings as Air-India International. The domestic aviation scene, however, was chaotic. When the American Tenth Air Force in India disposed of its planes at throwaway prices, 11 domestic airlines sprang up, scrambling for traffic that could sustain only two or three. In 1953, the government nationalized the airlines, merged them, and created Indian Airlines. For the next 25 years JRD Tata remained the chairman of Air-India and a director on the board of Indian Airlines. After JRD left, voracious unions mushroomed, spawned on the pork barrel jobs created by politicians. In 1999, A-I had 700 employees per plane; today it has 474 whereas other airlines have 350.
For many years in India air travel was perceived to be an elitist activity. This view arose from the “Maharajah” syndrome where, due to the prohibitive cost of air travel, the only people who could afford it were the rich and powerful.
In recent years, however, this image of Civil Aviation has undergone a change and aviation is now viewed in a different light - as an essential link not only for international travel and trade but also for providing connectivity to different parts of the country. Aviation is, by its very nature, a critical part of the infrastructure of the country and has important ramifications for the development of tourism and trade, the opening up of inaccessible areas of the country and for providing stimulus to business activity and economic growth.
Until less than a decade ago, all aspects of aviation were firmly controlled by the Government. In the early fifties, all airlines operating in the country were merged into either Indian Airlines or Air India and, by virtue of the Air Corporations Act, 1953; this monopoly was perpetuated for the next forty years. The Directorate General of Civil Aviation controlled every aspect of flying including granting flying licenses, pilots, certifying aircrafts for flight and issui
Writekraft Research and Publications LLP was initially formed, informally, in 2006 by a group of scholars to help fellow students. Gradually, with several dissertations, thesis and assignments receiving acclaim and a good grade, Writekraft was officially founded in 2011 . Since its establishment, Writekraft Research & Publications LLP is Guiding and Mentoring PhD Scholars.
Our Mission
“To provide breakthrough research works to our clients through Perseverant efforts towards creativity and innovation”.
Vision
Writekraft endeavours to be the leading global research and publications company that will fulfil all research needs of our clients. We will achieve this vision through:
• Analyzing every customer’s aims, objectives and purpose of research
• Using advanced and latest tools and technique of research and analysis
• Coordinating and including their own ideas and knowledge
• Providing the desired inferences and results of the research
In the past decade, we have successfully assisted students from various universities in India and globally. We at Writekraft Research & Publications LLP head office in Kanpur, India are most trusted and professional Research, Writing, Guidance and Publication Service Provider for PhD. Our services meet all your PhD Admissions, Thesis Preparation and Research Paper Publication needs with highest regards for the quality you prefer.
The document discusses the Indian aviation sector. It notes that Tata Airlines was India's first commercial airline, founded in 1932. India now has the 9th largest civil aviation market in the world and is projected to have the 3rd largest by 2020 and largest by 2030. Major opportunities for growth include changing lifestyles, advanced technology, and more people traveling internationally by air. The top airlines in India are discussed, including market share and key metrics. Analysis of financial ratios over several years show that Indigo has generally performed the best with high returns and profits and lower risk.
Strategic Analysis of Indian Aviation Industry and IndiGo AirlinesAru Mangla
The document provides information on the global and Indian aviation industry. It discusses key statistics like the number of airlines, aircrafts, passengers carried globally and in India in recent years. It highlights factors driving growth in emerging markets like Asia and the Middle East. For the Indian aviation industry, it mentions growth in passenger traffic and plans for airport expansion and investments. It also discusses opportunities and challenges for the industry through tools like PESTEL, Porter's 5 forces, SWOT and TOWS analyses and provides an overview of IndiGo, the largest airline in India.
1) Indigo Airlines is the largest airline in India in terms of market share at 39.4% as of 2017.
2) It has grown rapidly since starting operations in 2006 and becoming profitable within its first 5 years.
3) While Indigo's financial results declined in 2016-2017 compared to the previous year, it remains the most profitable low-cost carrier in India and one of the largest in Asia.
- The chairman's letter discusses the challenges facing the global and Indian aviation industries in the past year due to economic slowdown.
- Jet Airways consolidated its low fare services under the JetKonnect brand and redeployed aircraft to more profitable routes to achieve a 29.3% domestic market share.
- International revenues accounted for 58% of the company's total revenues, with expanded connectivity in key markets like the Middle East.
- However, the company reported losses for the year due to factors like high aviation fuel costs, taxes, and currency depreciation impacting operating costs. The chairman calls for cooperation between industry and government to address high input costs and taxes affecting the sector.
Macroeconomic analysis of Indian Aviation IndustryManas Kasliwal
A detailed analysis of aviation industry and all the macroeconomic factors affecting the sector. Also, covered is the various segments of Indian Aviation
This case study analyzes the strategy and success of IndiGo, India's largest domestic airline by market share. Some key points:
1) IndiGo has grown rapidly since its founding in 2006 to become India's fastest growing and most profitable domestic airline, overtaking competitors through its low-cost business model.
2) IndiGo focuses on affordable fares, on-time performance, and hassle-free service to attract customers. This strategy has helped it gain a 21.9% domestic market share.
3) While facing challenges like high fuel costs and competition, IndiGo has opportunities to expand into new markets like freight and international routes. Its continued growth relies on maintaining its low
The document discusses the airline industry in India as an oligopoly market. It notes that as of 2017, four major domestic airlines - Air India, Jet Airways, Vistara, and Indigo - carry about 80% of domestic passengers, demonstrating an oligopolistic market structure. It also provides information on the characteristics of oligopolies, defines different types of airlines, and lists the major private airlines in India, with IndiGo having the largest market share at 36.8%. Price comparisons are given for different airlines flying domestic routes from Chandigarh and Jammu and Kashmir. Services offered by airlines like child care, upgrades, air miles, and airport lounges are also summarized
The Indian aviation industry has grown significantly over the past decade, with passenger traffic growing around 15% annually. However, growth slowed to 0.7% in 2009. The vision is for 280 million passengers by 2020. Private carriers were introduced in the 1990s and led to intense price competition through discounted fares like Apex. Low-cost carriers like Air Deccan further drove down prices. Major carriers have consolidated through mergers and acquisitions, like Jet Airways acquiring Air Sahara and Kingfisher Airlines acquiring a stake in Air Deccan. The industry now faces opportunities for further growth but also threats from economic slowdowns and infrastructure limitations.
A report on how Indigo airlines made their strategies and how they compete with such a huge market in airlines. This report is the detail description on their marketing mix, Brand value and Brand equity.
Comparative study of Airline industry of IndiaVinit Sadani
To study various aspects of the three airline company which were:
Market Share
Corporate Governance
Financials
Corporate Social Responsibility
Recent Developments
Indigo Airlines has strong brand awareness and a positive brand image in India. A survey was conducted to analyze customer perceptions of the Indigo Airlines brand. Key findings included that over 70% of respondents recognized the Indigo brand image and logo. Affordability was the strongest brand association. Over 75% of respondents said they would recommend Indigo to others due to its convenience and affordable prices. The majority of customers were satisfied with Indigo's service given its prices. In conclusion, Indigo has high customer loyalty and brand resonance due to its reliability and affordable fares.
Indigo Airlines - International Marketing - Met Students Rajesh Shetty
The document discusses Indigo Airlines and provides information about its operations, performance, and strategy. It includes details about Indigo's market share, fleet size, destinations served, and financial performance. Additionally, it outlines topics like SWOT analysis, PESTEL analysis, segmentation, targeting, positioning, and Porter's five forces that were analyzed for Indigo Airlines' market entry into international markets. Logical flowcharts and frameworks are presented to evaluate potential foreign target markets and choose an appropriate entry mode.
Business Environment - The Aviation Industry - An Environment Factor AnalysisBishnu Kumar
The aviation industry is a global industry that transports people and cargo around the world via aircraft. It has experienced significant growth over the past few decades and is projected to continue growing. The industry faces challenges such as high fuel costs, currency fluctuations, and economic downturns that can negatively impact profitability. Major players in the industry include airlines, aircraft manufacturers, and airport operators. The Indian aviation industry has grown rapidly in recent years since liberalization, led by private airlines and low-cost carriers. It is projected to continue strong growth driven by rising incomes and passenger traffic.
The document summarizes various HR issues faced by Indian Airlines prior to its merger with Air India in 2011. The pilots and crew members of Indian Airlines went on frequent strikes and agitations demanding higher pay and allowances. Their demands were aimed at pressuring the airline's management to agree to pay hikes. Issues included pilots seeking higher international flying allowances and objecting to contract-based rehires. Their actions led to last-minute cancellations and sick-outs that disrupted operations. The document proposes various solutions like introducing performance-based variable pay and greater employee participation and involvement to resolve collective bargaining disputes.
Measuring service quality in ethiopian airlinesMesay Sata
This study investigated service quality, passenger satisfaction, and loyalty at Ethiopian Airlines. It found:
1) Passengers were dissatisfied with all five dimensions of service quality according to SERVQUAL, especially reliability.
2) Tangibles, assurance, and reliability positively affected passenger satisfaction, with assurance having the strongest effect.
3) Passenger satisfaction positively influenced passenger loyalty, though it was not the sole predictor of loyalty.
Significance of Service quality is very important for the success of a service company :
1. To win credibility & get repeat customers : If a company offers quality service consistently, It enjoys repeat business, i.e., customers visit it repeatedly. They may even refer it to their friends & relatives and provide positive word-of-mouth publicity to the quality service offered by the company.
2. To charge premium price : When a company offers superior quality service, compared to its competitors, customers who value quality will always prefer this company to other players in the market. So, the company will be in a position to charge a premium price from customers.
According to Berry & A Parasuraman, service quality is determined by customers using various criteria like credibility, security, access, communications, tangibles, responsiveness, reliability, competence, courtesy, tangibles, understanding, etc. Gronoos also suggested another list of criteria as professionalism & skills, attitude & behaviour, accessibility & flexibility, reliability & trustworthiness, reputation & credibility, and recovery. Since some of these factors are similar or overlapping, the authors have consolidated these into five distinct dimensions,
These dimensions represent how consumers organise information about service quality in their minds. These five dimensions were found relevant for banking, insurance, appliances repair, & maintenance, securities brokerage, long distance tele-service, auto repair service, & others. The dimensions are also applicable to retail & business services. This can be logically extended to internal services as well.
This document discusses models of service quality including five dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibles. It describes seven service quality gaps that can occur between customer expectations and the services delivered. It provides prescriptions for closing these gaps such as learning customer expectations and ensuring service performance matches quality standards. The document also discusses hard and soft measures of service quality, return on quality, productivity in a service context, and measuring service productivity focusing on outcomes rather than just outputs.
The document presents a study on measuring service quality gaps at UIIC, Durgapur using the SERVQUAL model. Key findings include:
- The maximum gap exists in fulfilling promises in a timely manner and giving special attention to issues. The minimum gap exists in ambience and layout.
- Paired t-tests found significant differences between expected and perceived service scores for all 22 items, indicating gaps across the five SERVQUAL dimensions.
- The study aims to identify gaps to help UIIC improve service quality and customer satisfaction.
This chapter discusses measuring service quality and customer satisfaction in the hospitality industry. It defines key concepts like quality, satisfaction, expectations and perceptions. It examines theories of quality like Gronroos' model of technical and functional quality. A popular model for measuring quality, SERVQUAL, is also introduced, which defines five key dimensions: reliability, assurance, tangibles, empathy and responsiveness. The relationship between quality and satisfaction is explored, noting that quality is an attitude while satisfaction is transaction-specific. The chapter stresses that delivering high quality service is crucial for hospitality businesses to satisfy customers and achieve competitive advantages.
Srilankan Airline Industry - Analysing Challenges and Critical Success FactorsSaatviga Sudhahar
Srilankan Airlines faces many challenges including rising fuel costs, increased competition, and the struggling tourism industry in Sri Lanka. To address these challenges, the airline developed a business turnaround plan focusing on optimizing revenue through new routes and products, improving service delivery by enhancing training and meals, and increasing efficiency in areas like fuel usage and technology. World class airlines that have been successful, such as Singapore Airlines, Emirates, and Thai Airways, implement strategies like maintaining young fleets to reduce costs, providing superior service and amenities, strategic partnerships and alliances, leveraging technology, and investing in branding.
The document discusses the Indian aviation sector. It notes that Tata Airlines was India's first commercial airline, founded in 1932. India now has the 9th largest civil aviation market in the world and is projected to have the 3rd largest by 2020 and largest by 2030. Major opportunities for growth include changing lifestyles, advanced technology, and more people traveling internationally by air. The top airlines in India are discussed, including market share and key metrics. Analysis of financial ratios over several years show that Indigo has generally performed the best with high returns and profits and lower risk.
Strategic Analysis of Indian Aviation Industry and IndiGo AirlinesAru Mangla
The document provides information on the global and Indian aviation industry. It discusses key statistics like the number of airlines, aircrafts, passengers carried globally and in India in recent years. It highlights factors driving growth in emerging markets like Asia and the Middle East. For the Indian aviation industry, it mentions growth in passenger traffic and plans for airport expansion and investments. It also discusses opportunities and challenges for the industry through tools like PESTEL, Porter's 5 forces, SWOT and TOWS analyses and provides an overview of IndiGo, the largest airline in India.
1) Indigo Airlines is the largest airline in India in terms of market share at 39.4% as of 2017.
2) It has grown rapidly since starting operations in 2006 and becoming profitable within its first 5 years.
3) While Indigo's financial results declined in 2016-2017 compared to the previous year, it remains the most profitable low-cost carrier in India and one of the largest in Asia.
- The chairman's letter discusses the challenges facing the global and Indian aviation industries in the past year due to economic slowdown.
- Jet Airways consolidated its low fare services under the JetKonnect brand and redeployed aircraft to more profitable routes to achieve a 29.3% domestic market share.
- International revenues accounted for 58% of the company's total revenues, with expanded connectivity in key markets like the Middle East.
- However, the company reported losses for the year due to factors like high aviation fuel costs, taxes, and currency depreciation impacting operating costs. The chairman calls for cooperation between industry and government to address high input costs and taxes affecting the sector.
Macroeconomic analysis of Indian Aviation IndustryManas Kasliwal
A detailed analysis of aviation industry and all the macroeconomic factors affecting the sector. Also, covered is the various segments of Indian Aviation
This case study analyzes the strategy and success of IndiGo, India's largest domestic airline by market share. Some key points:
1) IndiGo has grown rapidly since its founding in 2006 to become India's fastest growing and most profitable domestic airline, overtaking competitors through its low-cost business model.
2) IndiGo focuses on affordable fares, on-time performance, and hassle-free service to attract customers. This strategy has helped it gain a 21.9% domestic market share.
3) While facing challenges like high fuel costs and competition, IndiGo has opportunities to expand into new markets like freight and international routes. Its continued growth relies on maintaining its low
The document discusses the airline industry in India as an oligopoly market. It notes that as of 2017, four major domestic airlines - Air India, Jet Airways, Vistara, and Indigo - carry about 80% of domestic passengers, demonstrating an oligopolistic market structure. It also provides information on the characteristics of oligopolies, defines different types of airlines, and lists the major private airlines in India, with IndiGo having the largest market share at 36.8%. Price comparisons are given for different airlines flying domestic routes from Chandigarh and Jammu and Kashmir. Services offered by airlines like child care, upgrades, air miles, and airport lounges are also summarized
The Indian aviation industry has grown significantly over the past decade, with passenger traffic growing around 15% annually. However, growth slowed to 0.7% in 2009. The vision is for 280 million passengers by 2020. Private carriers were introduced in the 1990s and led to intense price competition through discounted fares like Apex. Low-cost carriers like Air Deccan further drove down prices. Major carriers have consolidated through mergers and acquisitions, like Jet Airways acquiring Air Sahara and Kingfisher Airlines acquiring a stake in Air Deccan. The industry now faces opportunities for further growth but also threats from economic slowdowns and infrastructure limitations.
A report on how Indigo airlines made their strategies and how they compete with such a huge market in airlines. This report is the detail description on their marketing mix, Brand value and Brand equity.
Comparative study of Airline industry of IndiaVinit Sadani
To study various aspects of the three airline company which were:
Market Share
Corporate Governance
Financials
Corporate Social Responsibility
Recent Developments
Indigo Airlines has strong brand awareness and a positive brand image in India. A survey was conducted to analyze customer perceptions of the Indigo Airlines brand. Key findings included that over 70% of respondents recognized the Indigo brand image and logo. Affordability was the strongest brand association. Over 75% of respondents said they would recommend Indigo to others due to its convenience and affordable prices. The majority of customers were satisfied with Indigo's service given its prices. In conclusion, Indigo has high customer loyalty and brand resonance due to its reliability and affordable fares.
Indigo Airlines - International Marketing - Met Students Rajesh Shetty
The document discusses Indigo Airlines and provides information about its operations, performance, and strategy. It includes details about Indigo's market share, fleet size, destinations served, and financial performance. Additionally, it outlines topics like SWOT analysis, PESTEL analysis, segmentation, targeting, positioning, and Porter's five forces that were analyzed for Indigo Airlines' market entry into international markets. Logical flowcharts and frameworks are presented to evaluate potential foreign target markets and choose an appropriate entry mode.
Business Environment - The Aviation Industry - An Environment Factor AnalysisBishnu Kumar
The aviation industry is a global industry that transports people and cargo around the world via aircraft. It has experienced significant growth over the past few decades and is projected to continue growing. The industry faces challenges such as high fuel costs, currency fluctuations, and economic downturns that can negatively impact profitability. Major players in the industry include airlines, aircraft manufacturers, and airport operators. The Indian aviation industry has grown rapidly in recent years since liberalization, led by private airlines and low-cost carriers. It is projected to continue strong growth driven by rising incomes and passenger traffic.
The document summarizes various HR issues faced by Indian Airlines prior to its merger with Air India in 2011. The pilots and crew members of Indian Airlines went on frequent strikes and agitations demanding higher pay and allowances. Their demands were aimed at pressuring the airline's management to agree to pay hikes. Issues included pilots seeking higher international flying allowances and objecting to contract-based rehires. Their actions led to last-minute cancellations and sick-outs that disrupted operations. The document proposes various solutions like introducing performance-based variable pay and greater employee participation and involvement to resolve collective bargaining disputes.
Measuring service quality in ethiopian airlinesMesay Sata
This study investigated service quality, passenger satisfaction, and loyalty at Ethiopian Airlines. It found:
1) Passengers were dissatisfied with all five dimensions of service quality according to SERVQUAL, especially reliability.
2) Tangibles, assurance, and reliability positively affected passenger satisfaction, with assurance having the strongest effect.
3) Passenger satisfaction positively influenced passenger loyalty, though it was not the sole predictor of loyalty.
Significance of Service quality is very important for the success of a service company :
1. To win credibility & get repeat customers : If a company offers quality service consistently, It enjoys repeat business, i.e., customers visit it repeatedly. They may even refer it to their friends & relatives and provide positive word-of-mouth publicity to the quality service offered by the company.
2. To charge premium price : When a company offers superior quality service, compared to its competitors, customers who value quality will always prefer this company to other players in the market. So, the company will be in a position to charge a premium price from customers.
According to Berry & A Parasuraman, service quality is determined by customers using various criteria like credibility, security, access, communications, tangibles, responsiveness, reliability, competence, courtesy, tangibles, understanding, etc. Gronoos also suggested another list of criteria as professionalism & skills, attitude & behaviour, accessibility & flexibility, reliability & trustworthiness, reputation & credibility, and recovery. Since some of these factors are similar or overlapping, the authors have consolidated these into five distinct dimensions,
These dimensions represent how consumers organise information about service quality in their minds. These five dimensions were found relevant for banking, insurance, appliances repair, & maintenance, securities brokerage, long distance tele-service, auto repair service, & others. The dimensions are also applicable to retail & business services. This can be logically extended to internal services as well.
This document discusses models of service quality including five dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibles. It describes seven service quality gaps that can occur between customer expectations and the services delivered. It provides prescriptions for closing these gaps such as learning customer expectations and ensuring service performance matches quality standards. The document also discusses hard and soft measures of service quality, return on quality, productivity in a service context, and measuring service productivity focusing on outcomes rather than just outputs.
The document presents a study on measuring service quality gaps at UIIC, Durgapur using the SERVQUAL model. Key findings include:
- The maximum gap exists in fulfilling promises in a timely manner and giving special attention to issues. The minimum gap exists in ambience and layout.
- Paired t-tests found significant differences between expected and perceived service scores for all 22 items, indicating gaps across the five SERVQUAL dimensions.
- The study aims to identify gaps to help UIIC improve service quality and customer satisfaction.
This chapter discusses measuring service quality and customer satisfaction in the hospitality industry. It defines key concepts like quality, satisfaction, expectations and perceptions. It examines theories of quality like Gronroos' model of technical and functional quality. A popular model for measuring quality, SERVQUAL, is also introduced, which defines five key dimensions: reliability, assurance, tangibles, empathy and responsiveness. The relationship between quality and satisfaction is explored, noting that quality is an attitude while satisfaction is transaction-specific. The chapter stresses that delivering high quality service is crucial for hospitality businesses to satisfy customers and achieve competitive advantages.
Srilankan Airline Industry - Analysing Challenges and Critical Success FactorsSaatviga Sudhahar
Srilankan Airlines faces many challenges including rising fuel costs, increased competition, and the struggling tourism industry in Sri Lanka. To address these challenges, the airline developed a business turnaround plan focusing on optimizing revenue through new routes and products, improving service delivery by enhancing training and meals, and increasing efficiency in areas like fuel usage and technology. World class airlines that have been successful, such as Singapore Airlines, Emirates, and Thai Airways, implement strategies like maintaining young fleets to reduce costs, providing superior service and amenities, strategic partnerships and alliances, leveraging technology, and investing in branding.
This document discusses the SERVQUAL model, which is a framework for measuring service quality. It was developed in the 1980s and measures service quality across five dimensions: reliability, assurance, tangibles, empathy, and responsiveness. The document explains the five gaps in service quality as identified by the SERVQUAL model and provides examples. It also discusses criticisms of the model and how organizations can use it to measure customer expectations and perceptions over time to improve service quality.
This document discusses improving service quality and productivity. It defines service quality and describes tools for measuring it, including SERVQUAL. The Gaps Model identifies seven gaps between customer expectations and perceptions and how to address them. Key tools for measuring and improving productivity are also outlined, such as fishbone diagrams, Pareto charts, blueprinting, and Six Sigma. Both soft and hard measures are important for quality, and strategies like process redesign and customer involvement can boost productivity.
A Study On Customer Satisfaction In Airline Industry At LPUDeja Lewis
This document provides a summary of a research proposal on customer satisfaction in the airline industry at LPU University. It includes an introduction outlining the importance of customer satisfaction to the airline industry. It then reviews previous literature on factors influencing customer satisfaction like food, comfort, and personal entertainment. The document outlines the classification of airlines in India into public, private and startups. It provides examples of major airlines like Air India, Jet Airways, Air Sahara. The methodology section proposes using a questionnaire to collect primary data to analyze customer satisfaction levels.
Service quality and customer satisfaction at kenya airways ltdAlexander Decker
- The document discusses a study that explored key determinants of customer satisfaction for passengers at Kenya Airways.
- The study found that factors like luggage security and safety, proper communication about flight status, food variety, and communication about weather conditions significantly increased passenger satisfaction.
- Compassion shown to disabled passengers onboard also notably increased satisfaction levels.
Service quality and customer satisfaction at kenya airways ltdAlexander Decker
- The document discusses a study that explored key determinants of customer satisfaction for passengers at Kenya Airways.
- The study found that factors like luggage security and safety, proper communication about flight status, food variety, and communication about weather impacted customer satisfaction levels. Weather conditions and compassion shown to disabled passengers also significantly increased satisfaction.
- The study contributes to understanding the relationships between customer satisfaction and service quality in the airline industry. It provides strategic insights for managing customer satisfaction.
Brand Equity and Customer Satisfaction as the Mediation of Advertisement infl...IOSRJBM
This research includes explanatory research, samples are taken form Garuda Indonesia Airline international Passenger inbound and outbound flight conducted at several Indonesian International Airport Soekarno Hatta Jakarta, Ngurah Rai Denpasar, Airport Hongkong and Changi Airport Singapore, altogether there are 350 respondents. The Design of non probability sample selection is accidental sampling with the criteria : those who fly international route at least twice a year, Indonesian citizen (not foreigner), and they may also fly non Garuda flights as well, the exogenous variables are advertisement and service quality, the endogenous variables are brand equity and customer satisfaction. Analysis methoed using SEM-PLS and software SmartPLS. The result has several conclusion, First, Advertisement and service quality will increase brand equity, Service quality is very dominant to explain brand equity compared to advertisement, Second, Service quality and brand equity will increase customer satisfaction. Brand equity plays an importamt role to explain consumer’s satisfaction compared to service quality. Third, service quality, brand equity, and customer satisfaction will increase consumer’s loyality. The Loyality of the international passenger of Garuda Indonesia Airline will remain high if supported by strong brand equity and high consumer satisfaction, as a result from service quality granted and the effect of advertisement program which is carried out intensively. Consumer satisfacti
The document discusses a research project that aims to determine whether Kingfisher Airlines provides superior services compared to other airlines in India. The objectives are to study customer satisfaction levels for Kingfisher's services and compare its effectiveness to other airlines. The scope is limited to Kingfisher within the aviation industry in South Mumbai. Limitations include the geographic scope and only considering Kingfisher Airlines. The hypotheses are that Kingfisher's services are either superior or not superior to other Indian airlines.
Civil Aviation industry in India is growing at an accelerating rate and the country is getting the benefits of its improved connectivity. India has become the world’s third largest domestic aviation market in term of the number of tickets sold. The Civil Aviation Industry has come in new era of expansion, driven by factor such as low cost carriers, modern airports, Foreign Direct Investment in domestic airlines, and growing emphasis on regional connectivity.
The Ministry of Civil Aviation is responsible for the administration of the aviation industry in India. It plays a significant role in formulation of national policies and programmes for development and regulation of aviation industry. The following are the principal regulatory authorities functioning under the authority of the Ministry of Civil Aviation:-
• Directorate General of Civil Aviation
• Airport Authority of India
• Airport Economic Regulatory Authority
IndiGo has established itself as the market leader in the Indian airline industry over the past 10 years through unique strategic practices. It currently has a 36.5% market share and lacks close competitors. The document provides background information on IndiGo's history, operations, and the Indian airline industry. It covers topics such as market size, growth factors, threats, and Porter's five forces analysis of the competitive environment.
Improving Customer Service and People Skills in Air AsiaIndiran K
This document provides background information on Air Asia and discusses two challenges they face related to customer service and employee skills. It outlines that Air Asia was founded in 2001 and has since expanded significantly, becoming Malaysia's largest low-cost carrier. However, with growth they now face issues improving customer service and developing people skills among employees. The document will analyze these challenges and how Air Asia can work to overcome them.
1. The study examined customer perceptions of service quality among four major domestic airlines in India: Jet Airways, Indian Airlines, Air Deccan, and Kingfisher.
2. It analyzed customer satisfaction across 14 service variables related to pre-flight, in-flight, and post-flight experiences, using a survey of frequent fliers.
3. Statistical analysis found significant differences in perceived service quality among the airlines for most variables, though all managed baggage well and offered online booking. Jet Airways received the highest ratings overall.
Passengers’ Perspective of Philippine Airlines Within Nueva EcijaIJAEMSJORNAL
This document discusses a study on passengers' perspectives of Philippine Airlines. It provides background on Philippine Airlines as the oldest airline in Asia and flag carrier of the Philippines. The study aims to investigate passengers' perceptions of Philippine Airlines' service quality based on their personal experiences. A descriptive research method was used to gather information from 100 passengers through a questionnaire. Key findings include that most respondents were satisfied with ground services like check-in assistance and inflight services such as cabin crew responsiveness. The document provides context about the airline industry and customer satisfaction to frame the goals and significance of the study.
The document provides an overview of the Indian aviation industry. It begins with an introduction to the industry, highlighting its growth and key characteristics. It then discusses the history of aviation in India and provides statistics on the current market size. The top players in the industry such as Indigo, Jet Airways, and SpiceJet are introduced along with details on their profiles, management, finances and operations. Challenges facing the industry and future projections for growth are also summarized. The presentation concludes with a discussion of various initiatives by the government to support development of the aviation sector in India.
Indian aviation has experienced rapid growth in recent years, driven by factors such as liberalization policies, economic reforms, and the entry of low-cost carriers. Passenger traffic has grown at a compound annual rate of over 14% internationally and 22% domestically between 2000-2008. Cargo traffic has also increased substantially. However, infrastructure development has not kept pace with demand. The government has initiated reforms and projects to develop airports and boost sectors like manufacturing, maintenance, and air cargo to sustain growth and make India a leader in global aviation.
Aviation as an industry is structurally extremely unattractive. It is very difficult to make profit in this industry. The industry is, weighed down by regulations, and influenced by several uncontrollable factors. The combined effect of these factors is historically the industry has never earned a rate of return above its investors’ capital; in fact, it has destroyed more money than it has created. The main objective of the paper is to highlight the major characteristics of the industry. Factors such as cost of oil or security have direct impact on operational effectiveness and risk management of an airline company. Factors such as natural disasters or health emergencies and socio-political culture of a country too affect the financial health of the industry. The paper deals with the Indian Civil Aviation Industry. This paper is a theoretical review. by providing some suggestions.
This document provides an overview and analysis of IndiGo Airlines. It begins with an agenda and background on the aviation industry and IndiGo Airlines. It then performs a PEST, Porter's 5 Forces, SWOT, and TOWS analysis of IndiGo. It discusses IndiGo's market leadership strategies, branding, product mix, and promotional strategies. It concludes with recommendations for IndiGo's future growth.
Airline image and service quality effects on traveling customers’ behavioral ...Alexander Decker
This study examines the effect of airline image and service quality on customers' behavioral intentions in Jordan.
The author conducted a survey of 48 questions to analyze these relationships. The main findings were that airline
image has a significant effect on customers' behavioral intentions at a significance level of α ≤ 0.05. Additionally,
service quality was found to have a significant effect on customers' behavioral intentions at a significance level of
α ≤ 0.05. The study aims to provide insights into how airline marketing variables influence passenger behavior to
help airlines better meet customer expectations and needs.
This document discusses the airline industry and is divided into topics covered by various team members. It provides an introduction to air travel history and defines the airline industry. It discusses key economic factors like the large number of passengers and employees worldwide. It also covers the 4Ps of marketing, the 4Cs of customer relationships, major airline players in India, SWOT analysis, PEST analysis, the Indian airline scenario, market segmentation, and the future outlook of the industry.
The document discusses the airline industry in India across several sections:
1. It provides an introduction and history of the airline industry in India.
2. It discusses the importance of the growing airline industry in promoting tourism and improving infrastructure in India.
3. It covers the classification of airlines in India into scheduled, non-scheduled, and cargo carriers and the types of private and public players.
4. The document analyzes the advantages and opportunities in the industry including foreign investment policies, low barriers to entry, and growing incomes and tourism potential in India.
Similar to An emprirical investigation into factors affecting service quality among indian airline service providers (20)
Tech transfer making it as a risk free approach in pharmaceutical and biotech iniaemedu
Tech transfer is a common methodology for transferring new products or an existing
commercial product to R&D or to another manufacturing site. Transferring product knowledge to the
manufacturing floor is crucial and it is an ongoing approach in the pharmaceutical and biotech
industry. Without adopting this process, no company can manufacture its niche products, let alone
market them. Technology transfer is a complicated, process because it is highly cross functional. Due
to its cross functional dependence, these projects face numerous risks and failure. If anidea cannot be
successfully brought out in the form of a product, there is no customer benefit, or satisfaction.
Moreover, high emphasis is in sustaining manufacturing with highest quality each and every time. It
is vital that tech transfer projects need to be executed flawlessly. To accomplish this goal, risk
management is crucial and project team needs to use the risk management approach seamlessly.
Integration of feature sets with machine learning techniquesiaemedu
This document summarizes a research paper that proposes a novel approach for spam filtering using selective feature sets combined with machine learning techniques. The paper presents an algorithm and system architecture that extracts feature sets from emails and uses machine learning to classify emails and generate rules to identify spam. Several metrics are identified to evaluate the efficiency of the feature sets, including false positive rate. An experiment is described that uses keyword lists as feature sets to train filters and compares the proposed approach to other spam filtering methods.
Effective broadcasting in mobile ad hoc networks using gridiaemedu
This document summarizes a research paper that proposes a new grid-based broadcasting mechanism for mobile ad hoc networks. The paper argues that flooding approaches to broadcasting are inefficient and cause network congestion. The proposed approach divides the network into a hierarchical grid structure. When a node needs to broadcast a message, it sends the message to the first node in the appropriate grid, which is then responsible for updating and forwarding the message within that grid. Simulation results showed the grid-based approach outperformed other broadcasting protocols and was more reliable, efficient and scalable.
Effect of scenario environment on the performance of mane ts routingiaemedu
The document analyzes the effect of scenario environment on the performance of the AODV routing protocol in mobile ad hoc networks (MANETs). It studies AODV performance under different scenarios varying network size, maximum node speed, and pause time. The performance is evaluated based on packet delivery ratio, throughput, and end-to-end delay. The results show that AODV performs best in some scenarios and worse in others, indicating that scenario parameters significantly impact routing protocol performance in MANETs.
Adaptive job scheduling with load balancing for workflow applicationiaemedu
This document discusses adaptive job scheduling with load balancing for workflow applications in a grid platform. It begins with an abstract that describes grid computing and how scheduling plays a key role in performance for grid workflow applications. Both static and dynamic scheduling strategies are discussed, but they require high scheduling costs and may not produce good schedules. The paper then proposes a novel semi-dynamic algorithm that allows the schedule to adapt to changes in the dynamic grid environment through both static and dynamic scheduling. Load balancing is incorporated to handle situations where jobs are delayed due to resource fluctuations or overloading of processors. The rest of the paper outlines the related works, proposed scheduling algorithm, system model, and evaluation of the approach.
This document summarizes research on transaction reordering techniques. It discusses transaction reordering approaches based on reducing resource conflicts and increasing resource sharing. Specifically, it covers:
1) A "steal-on-abort" technique that reorders an aborted transaction behind the transaction that caused the abort to avoid repeated conflicts.
2) A replication protocol that attempts to reorder transactions during certification to avoid aborts rather than restarting immediately.
3) Transaction reordering and grouping during continuous data loading to prevent deadlocks when loading data for materialized join views.
The document discusses semantic web services and their challenges. It provides an overview of semantic web technologies like WSDL, SOAP, UDDI, and OIL which are used to build semantic web services. The semantic web architecture adds semantics to web services through ontologies written in OWL and DAML+OIL. Key approaches to semantic web services include annotation, composition, and addressing privacy and security. However, semantic web services still face challenges in achieving their full potential due to issues in representation, reasoning, and a lack of real-world applications and data.
Website based patent information searching mechanismiaemedu
This document summarizes a research paper on developing a website-based patent information searching mechanism. It discusses how patent information can be used for technology development, rights acquisition and utilization, and management information. It describes different types of patent searches including novelty, validity, infringement, and state-of-the-art searches. It also evaluates and compares two major patent websites, Delphion and USPTO, in terms of their search capabilities and features.
Revisiting the experiment on detecting of replay and message modificationiaemedu
This document summarizes a research paper that proposes methods for detecting message modification and replay attacks in ad-hoc wireless networks. It begins with background on security issues in wireless networks and types of attacks. It then reviews existing intrusion detection systems and security techniques. Related work that detects attacks using features from the media access control layer or radio frequency fingerprinting is also discussed. The paper aims to present a simple, economical, and platform-independent system for detecting message modification, replay attacks, and unauthorized users in ad-hoc networks.
1) The document discusses the Cyclic Model Analysis (CMA) technique for sequential pattern mining which aims to predict customer purchasing behavior.
2) CMA calculates the Trend Distribution Function from sequential patterns to model purchasing trends over time. It then uses Generalized Periodicity Detection and Trend Modeling to identify periodic patterns and construct an approximating model.
3) The Cyclic Model Analysis algorithm is applied to further analyze the patterns, dividing the domain into segments where the distribution function is increasing or decreasing and applying the other techniques recursively to fully model the cyclic behavior.
Performance analysis of manet routing protocol in presenceiaemedu
This document analyzes the performance of different routing protocols in a mobile ad hoc network (MANET) under hybrid traffic conditions. It simulates a MANET with 50 nodes moving at speeds up to 20 m/s using the AODV, DSDV, and DSR routing protocols. Traffic included both constant bit rate and variable bit rate sources. Results found that AODV had lower average end-to-end delay and higher packet delivery ratios than DSDV and DSR as the percentage of variable bit rate traffic increased. AODV also performed comparably under both low and high node mobility scenarios with hybrid traffic.
Performance measurement of different requirements engineeringiaemedu
This document summarizes a research paper that compares the performance of different requirements engineering (RE) process models. It describes three RE process models - two existing linear models and the authors' iterative model. It also reviews literature on common RE activities and issues with descriptive models not reflecting real-world practices. The authors conducted interviews at two Indian companies to model their RE processes and compare them to the three models. They found the existing linear models did not fully capture the iterative nature of observed RE processes.
This document proposes a mobile safety system for automobiles that uses Android operating system. The system has two main components: a safety device and an automobile base unit. The safety device allows users to monitor the vehicle's location on a map, check its status, and control functions remotely. It communicates with the base unit in the vehicle using GPRS. The base unit collects data from sensors, determines the vehicle's GPS location, and can execute control commands like activating the brakes or switching off the engine. The document provides details on the design and algorithms of both components and includes examples of Java code implementation. The goal is to create an intelligent, secure and easy-to-use mobile safety system for vehicles using embedded systems and Android
Efficient text compression using special character replacementiaemedu
The document describes a proposed algorithm for efficient text compression using special character replacement and space removal. The algorithm replaces words with non-printable ASCII characters or combinations of characters to compress text files. It uses a dynamic dictionary to map words to their symbols. Spaces are removed from the compressed file in some cases to further reduce file size. Experimental results show the algorithm achieves better compression ratios than LZW, WinZip 10.0 and WinRAR 3.93 for various text file types while allowing lossless decompression.
The document discusses agile programming and proposes a new methodology. It provides an overview of existing agile methodologies like Scrum and Extreme Programming. Scrum uses short sprints to define tasks and deadlines. Extreme Programming focuses on practices like test-first development, pair programming, and continuous integration. The document notes drawbacks like an inability to support large or multi-site projects. It proposes designing a new methodology that combines the advantages of existing methods while overcoming their deficiencies.
Adaptive load balancing techniques in global scale grid environmentiaemedu
The document discusses various adaptive load balancing techniques for distributed applications in grid environments. It first describes adaptive mesh refinement algorithms that partition computational domains using space-filling curves or by distributing grids independently or at different levels. It also discusses dynamic load balancing using tiling and multi-criteria geometric partitioning. The document then covers repartitioning algorithms based on multilevel diffusion and the adaptive characteristics of structured adaptive mesh refinement applications. Finally, it discusses adaptive workload balancing on heterogeneous resources by benchmarking resource characteristics and estimating application parameters to find optimal load distribution.
A survey on the performance of job scheduling in workflow applicationiaemedu
This document summarizes a survey on job scheduling performance in workflow applications on grid platforms. It discusses an adaptive dual objective scheduling (ADOS) algorithm that takes both completion time and resource usage into account for measuring schedule performance. The study shows ADOS delivers good performance in completion time, resource usage, and robustness to changes in resource performance. It also describes the system architecture used, which includes a planner and executor component. The planner focuses on scheduling to minimize completion time while considering resource usage, and can reschedule if needed. The executor enacts the schedule on the grid resources.
A survey of mitigating routing misbehavior in mobile ad hoc networksiaemedu
This document summarizes existing methods to detect misbehavior in mobile ad hoc networks (MANETs). It discusses how routing protocols assume nodes will cooperate fully, but misbehavior like packet dropping can occur. It describes several techniques to detect misbehavior, including watchdog, ACK/SACK, TWOACK, S-TWOACK, and credit-based/reputation-based schemes. Credit-based schemes use virtual currencies to provide incentives for nodes to forward packets, while reputation-based schemes track nodes' past behaviors. The document aims to survey approaches for mitigating the impact of misbehaving nodes in MANET routing.
A novel approach for satellite imagery storage by classifyiaemedu
This document presents a novel approach for classifying and storing satellite imagery by detecting and storing only non-duplicate regions. It uses kernel principal component analysis to reduce the dimensionality and extract features of satellite images. Fuzzy N-means clustering is then used to segment the images into blocks. A duplication detection algorithm compares blocks to identify duplicate and non-duplicate regions. Only the non-duplicate regions are stored in the database, improving storage efficiency and updating speed compared to completely replacing existing images. Support vector machines are used to categorize the non-duplicate blocks into the appropriate classes in the existing images.
A self recovery approach using halftone images for medical imageryiaemedu
This document summarizes a proposed approach for securely transferring medical images over the internet using visual cryptography and halftone images. The approach uses error diffusion techniques to generate a halftone host image from the grayscale medical image. Shadow images are then created from the halftone host image using visual cryptography algorithms. When stacked together, the shadow images reveal the secret medical image. The halftone host image also contains an embedded logo that can be extracted to verify the integrity of the reconstructed image without a trusted third party.
2. International Journal of Management
A sample of 200 respondents were selected based on convenience sampling and the
questionnaire was distributed to them. The Samples are those using the Coimbatore
Airport. The researches felt that the users of the Coimbatore Airport would not only be
those from Coimbatore but from across the country and hence there was not a need to go
the various cities per se. The questionnaire designed was the survey instrument. The
questionnaire comprised of 12 sections constituting the various dimension of Service
Quality among the Indian Airline service providers. From the data analysis, it was clear
that the Price, Politeness of crew members, Consistency between communication and
experience, Check in of luggage and convenience of flight- timings are the top five
factors of service quality as perceived by the passengers. It was inferred that the
passenger perceives service quality as a combination of the three dimensions namely
physical, interaction and corporate and all the three dimensions have to be given equal
priority by the Indian Airline service providers.
Key words: Airlines, Service Quality, Service providers, passenger.
1.0 Introduction
Few inventions have changed how people live and experience the world as much
as the invention of the airplane. The airline industry exists in an intensely competitive
market. In recent years, there has been an industry-wide shakedown, which will have far-
reaching effects on the industry's trend towards expanding domestic and international
services. In the past, the airline industry was at least partly government owned. This is
still true in many countries. Almost all airlines have shown losses in the recent past and
things don’t look to improve unless some revolutionary changes are initiated by the
government as well as by the airlines owners. Even as the slowdown in the industry and
rising losses have made equity investment currently impossible, Indian carriers’ cash flow
has been maintained through large scale loans from financial institutions. This has made
72
3. International Journal of Management
the Indian Airline service providers as some of the most over leveraged companies in the
world.
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. Civil aviation sector in India has been badly hit
in recent times by high Aviation Turbine Fuel prices which made the ticket prices soar
leading to a fall in demand.
The Indian Airline market is characterised as a hugely potential and under
penetrated market. The total passenger market in India is around 50 million. The
passenger trip per annum of India is 0.05, while the same for US is 2.02. The above figure
explains the under penetration of the Indian Airlines market. The Indian Domestic market
is forecasted to grow at 12 % annually. IATA projects the growth of the Indian Airline
market at 8.8 % annually for the next 10 years. The Indian Government has introduced
the open sky policy. The Government has introduced deregulations in various spheres of
the Aviation Industry. A major change has been the focus of the Government in bringing
investments in the industry. FDI limits have been increased to 49 % in airlines and even
up to 100 % in airports.
The socio – cultural factors are also favourable for Indian airline Industry.
India has a huge growing middle class, which aspires to travel by air. There is increase
the leisure travel segment within the country. The foreign tourist arrival in India has been
steadily increasing. The technological advancements and privatisation of green field
airports are adding to the increasing numbers of passengers. Also, the low cost carriers
are playing a vital role increasing the market. The business model of low cost carriers are
proving to be successful and thereby increasing the Airline market. Currently, there is a
trend of consolidation in the Airline industry.
73
4. International Journal of Management
Even as the slowdown in the industry and rising losses have made equity
investment currently impossible, Indian carriers’ cash flow has been maintained through
large scale loans from financial institutions.
Service quality has received a great deal of attention from both academicians and
practitioners. In the services marketing literature service quality is defined as the overall
assessment of a service by the customers. Lehtinen (1982) conceptualized service quality
as a three dimensional construct viz. "physical", "interactive" and "corporate." Physical
quality is the quality dimension which originates from the physical elements of service
like physical product and physical support. Interactive quality indicates the interaction
between the customer and the service organization. And corporate quality is symbolic in
nature and indicates the perception of customers about the image of the organization. The
firm's ability to create and sustain competitive advantage depends upon the high level of
service quality provided by the service provider. They defined perceived service quality
as the extent to which a firm serves the needs of its customers successfully.
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.
2.0 Review of Literature
2.1 Service Quality: Like price, quality is a critical dimension of a firm’s competitive
strategy (Porter, 1980). Service quality has received a great deal of attention from both
academicians and practitioners. In the services marketing literature service quality is
defined as the overall assessment of a service by the customers. Parasuraman et al.
defined perceived service quality as "global judgment, or attitude, relating to the
superiority of the service". Parasuraman et al. (1985) conceptualized service quality as
perceptions resulting from the comparison of customer expectations and actual service
performance.
74
5. International Journal of Management
One of the most accepted facts is that service quality in most cases depends on a number
of factors or aspects (Berry, Zeithaml and Parasuraman, 1985; Johnston and Lyth, 1991;
Sasser, Olsen and Wyckoff, 1978; Fitzgerald, Johnston, Brignalls, Silvestro and Voss,
1991; Collier, 1991; Juran, Gryna, Frank and Bingham, 1988. Parasuraman, Zeithaml and
Berry (1985) identified ten determinants: reliability, responsiveness, competence, access,
courtesy, communication, credibility, security, understanding/knowing the consumer, and
tangibles (Berry, Zeithaml and Parasuraman, 1985). Later these were reduced to five:
tangibles, reliability, responsiveness, empathy and assurance (Parsuraman, Zeithaml and
Berry, 1988). Grönroos (1988) added a sixth dimension recovery to these five. This refers
to having a clear-cut strategy for removing the unwanted elements of service offer to the
satisfaction of the consumer.
All have not universally accepted these dimensions. Various researchers have
reported that their research do not support these dimensions. Finn and Lamb (1991)
researching on retailing negated the Parasuraman et al.’s claim that their instrument is
applicable to a wide range of services. They concluded that the five dimensions are
insufficient to measure service quality in the retail setting. Similarly, Cronin and Taylor
(1992), researching for services like banks, dry-cleaning, etc. found little support for
Berry et al.’s (1985) five dimensions. They did not have any research sample that
confirmed Parasuraman’s five dimensional construct of service quality. Silvestro and
Johnston (1989) and Fitzgerald et al. (1991) in their studies enlarged Parasuraman et al.’s
efforts by redefining some of the previous dimensions and enlarging this list to as many
as 15 factors. They caution against relying exclusively on the market (or consumers) to
determine all the key attributes of service quality. Thus, they maintain that due attention
to the specific tasks of operations is also desirable. Among others, Collier (1991)
identifies the following service quality attributes: accuracy, volume and activity,
convenience, time-oriented responsiveness, reliability, professionalism and competence,
friendliness and consumer empathy, atmosphere and aesthetics, security and safety,
productivity and efficiency, overall market and performance indicators, technology, and
75
6. International Journal of Management
price/value/cost/relationships. Earlier, Juran et. al. (1988) identified three aspects of
services that should be measured: timeliness, consumer well being, and continuity of
services. Armistead (1990) classified the service dimensions as ‘soft’ and ‘firm’. The
style (attitude of staff, accessibility of staff, and ambience), steering (the degree to which
customers feel in control of their own destiny) and safety (trust, security and
confidentiality) are the soft dimensions whereas; timeliness, consumer well being, and
continuity of services. Armistead (1990) classified the service dimensions as ‘soft’ and
‘firm’. The style (attitude of staff, accessibility of staff, and ambience),
steering (the degree to which customers feel in control of their own destiny) and safety
(trust, security and confidentiality) are the soft dimensions whereas; time (availability,
responsiveness and waiting), fault freeness (in physical good, intangible activities and
information) and flexibility (recovery, customization and augmented services) are the
‘firm’ dimensions.
They further pointed out that service quality perceptions are not solely the
outcomes of service but it also involves the evaluation of the service delivery process by
the customers. Lehtinen (1982) conceptualized service quality as a three dimensional
construct viz. "physical", "interactive" and "corporate." Physical quality is the quality
dimension which originates from the physical elements of service like physical product
and physical support. Interactive quality indicates the interaction between the customer
and the service organization. And corporate quality is symbolic in nature and indicates
the perception of customers about the image of the organization. Garvin (1988) provided
a comprehensive definition of service quality comprising of the attributes viz.
performance, features, conformance, reliability, durability, aesthetics, serviceability and
customers' perceived quality. Asubonteng et al. (1996; p.64) defined service quality as
"the difference between the customers' expectations for service performance prior to the
service encounter and their perceptions of the service received." Yoo and Park (2007)
state that the firm's ability to create and sustain competitive advantage depends upon the
high level of service quality provided by the service provider. They defined perceived
76
7. International Journal of Management
service quality as the extent to which a firm serves the needs of its customers
successfully. Again, Dabholkar et al. (2000) considered service quality as a set of
different sub-dimensions like reliability and responsiveness which form the antecedents
to customer satisfaction.
SERVQUAL (Parasuraman et al. 1988) emerged as an instrument to measure
service quality consisting of the five dimensions of service quality viz. reliability,
tangibility, responsiveness, assurance and empathy. But it had its own share of criticisms
because it was based on the difference between the expectations and performance. Its
reliability and validity has been questioned by many researchers (Carman 1990; Cronin
and Taylor 1992; Strandvik and Lijander 1994; Babakaus and Boiler 1992). Thus,
service quality is conceptualized both as a one dimensional and a multidimensional
construct in the literature. Furthermore, there is strong evidence in the literature for
service quality being an antecedent of customer satisfaction.
2.2 Passenger satisfaction and service quality in Airline Services
Matrin Dresner and Kefeng Xu ( 1995 ) of University of Maryland have studied the
relationship between customer service, customer satisfaction and corporate performance
in services sector. This study examines the effect of three customer service variables on
customer satisfaction and in turn on profitability for U.S. airlines, a service sector
industry. The airline industry was chosen for the study because of the availability of an
excellent stream of Government-collected data on customer service, customer
satisfaction, and corporate performance. Air transportation data are used to test the
significance of both links in the customer service to customer satisfaction and to
corporate performance relationship. In addition, the empirical results from the study are
used to quantify the effect of increasing customer service levels on the level of customer
satisfaction and on profitability in the airline industry.
With the growth of the Airline services around the world, a significant body of
literature has emerged over the past several years. Diah Natalisa and Budiarto Subroto
77
8. International Journal of Management
have studied the effects of management commitment on service quality to Increase
customer satisfaction of domestic Airlines in Indonesia. The results showed that a
majority of the customers were satisfied with the services provided. The five dimensions
of service quality positively affected the customers’ level of confidence and among
those dimensions; assurance has the strongest effect on the level of customers’
satisfaction. The customers level of satisfaction or dissatisfaction were not differentiated
by price and personal variables, but rather by other variables like 1) the customer
perception of service quality , 2) the appropriation between the service quality and the
external communication, and 3) the situational variable. The situational variable proved to
be the differentiating variable in the level of satisfaction or dissatisfaction for business
segment customers.
Claire Dennett, Elizabeth M Inseon, Grahaivi J Stone and Mark Colgate studied
the role of differentiation in increasing satisfaction of pre-bookable services in the
chartered Airline Industry. Their focus was to assess the impact of introduction of an
innovation in the charter airline industry. In particular they analysed whether customers'
perceptions of satisfaction and behavioural intentions in terms of repurchase are
significantly higher amongst those consumers who availed themselves of newly
introduced pre-bookable chartered airline services.. The findings highlight that although
this innovation can increase satisfaction and repurchase intentions its potential has not
been maximised.
3.0 Research Methodology
The Research design adopted for the survey was Descriptive research as the
researcher aims to study the below mentioned objectives.
3.1 Objective
The following research objectives are postulated:
1) To determine the significant factors that contribute towards service quality as
perceived by the passengers
78
9. International Journal of Management
2) To provide suitable recommendations to the Airline service providers based on
the factors of service quality identified.
3.2 Sampling Procedure
A sample of 200 respondents were selected based on convenience sampling and
the questionnaire distributed to them. The Samples are those using the Coimbatore
Airport. The researches felt that the users of the Coimbatore Airport would not only be
those from Coimbatore but from across the country and hence there was not a need to go
the various cities per se.
3.3 Research instrument
The questionnaire designed was the survey instrument. The questionnaire was
comprised of 12 sections namely Flight Timings, Flight Delay, Flight Connection,
Frequent flyer programme, Cabin baggage, Baggage, Crew members, Food, Seating
arrangement, Booking, Pre-flight and Miscellaneous constituting the various dimension
of Service Quality among the Indian Airline service providers. Statements related to all
the factors identified are used to develop a Likert scale, asking respondents to rate the
factors on a five point scale consisting of Strongly agree, Agree, Neutral, Disagree,
Strongly Disagree.
The various factors identified were as follows
Table 1.0 Various service quality factors identified
S. No Factors
I Flight timings
1 Convenience of timings
2 On time take off
3 On time landing
II Flight Delay
4 providing food
79
10. International Journal of Management
5 Providing rooms / accommodation
6 Providing transportation
7 Providing message at the airport regarding delay
III Flight connection
8 Timings
9 Availability of timings
10 Baggage
11 Guidance of airline staff at interchange point
IV Frequent flyer programme
12 Card
13 Implementation
14 Tracking
15 Communication
16 Reimbursement
V Cabin baggage
17 Missing
18 Tracking
VI Baggage
19 check in
20 Misplaced
21 How to track
VII Crew members
22 Approach
23 Serving
24 Vernacular language
25 Guiding to seat
26 Instruction
27 Pilot communication regarding flight take off
28 Pilot communication regarding regarding
80
11. International Journal of Management
environment details
VIII Seating arrangement
29 Seat leg room
30 Seating arrangement
31 Size of seat
32 Preflight Wheel chair
33 Tele check in
IX Food
34 Type of food
35 How the food is served
36 Taste of the food
37 Packaging of the food
38 Time of delivery of food
39 Non delivery of food
40 Price of food
X Booking
41 Price
42 Ease of booking
43 Cancellation of flight
44 Website design
45 Ticket cancellation methods
XI Pre flight
46 Arrangement at the Airport
47 Guidance at the airport
48 Check-in facilities
XII Miscellaneous
49 Complimentary items
50 Image of the airline
81
12. International Journal of Management
51 Consistency in communication
52 Airline magazine
53 Advertising within the airline
3.4 Reliability of the research instrument
The reliability of the various factors is tested using the Cronbach Alpha method of
validity. Reliability test was conducted for determining the proportion of systematic
variation in a scale that assesses reliability. This is done by determining the association
between scores obtained from different administrations of scale. If the association is high,
the scale yields consistent results and therefore reliable (Malhotra 1999). In this survey,
Cronbach Alpha was used to test the internal consistency for all items under respective
variables. The table shows that all factors in the variables form a single strongly
consistent and conceptual construct. The value recorded for alpha for all four variables
were under the acceptable range α = 0.7 (Nunnally 1978).
Table 2.0 Cronbach Alpha values for each factor
S. No Factors No of Cronbach
statements Alpha
I Flight timings 3 0.856
II Flight Delay 4 0.826
III Flight connection 4 0.828
IV Frequent flyer 5 0.750
programme
V Cabin baggage 2 0.846
VI Baggage 3 0.896
VII Crew members 6 0.788
VIII Seating arrangement 5 0.952
IX Food 7 0.948
82
13. International Journal of Management
X Booking 5 0.878
XI Pre flight 3 0.786
XII Miscellaneous 5 0.745
3.5 Data Analysis
The scores from the Likert scale for various factors are calculated. The below table
gives details of the mean score and the standard deviation for the various service quality
factors.
Table 3.0 Factors with the highest mean scores from the Likert Scale
S. Factors Mean Standard
No Deviation
1 Convenience of flight timings 4.56 1.72
2 On time take off of flights 4.10 1.2
3 On time landing of flights 3.80 0.8
4 providing food during flight delays 3.40 1.3
5 Providing rooms / accommodation during 3.50 1.4
flight delays
6 Guidance of airline staff at interchange point 4.24 1.5
during flight connection
7 Communication regarding the frequent flyer 3.70 0.9
programme
8 check in of luggage 4.60 1.3
9 Handling of misplaced luggage 3.84 1.4
10 Politeness of the crew members 4.70 1.3
11 Time of delivery of food 3.90 1.9
12 Price 4.78 0.9
13 Ease of booking through the company website 4.0 1.3
83
14. International Journal of Management
14 Check-in facilities 4.2 1.9
15 Image of the airline 4.4 0.8
16 Consistency between communication and 4.64 1.9
experience
3.4 Findings
The research identifies the factors contributing to service quality as perceived by
the customers of Indian Airline service providers. The ranking of the service quality
factors as perceived by the passengers have been identified as follows
Table 4.0 Ranking of service quality factors as perceived by passengers
Ranks Factors
I Price
II Politeness of the crew members
III Consistency between communication and
experience
IV check in of luggage
V Convenience of flight timings
VI Image of the airline
VII Guidance of airline staff at interchange point
during flight connection
VIII Check-in facilities
IX On time take off of flights
X Ease of booking through the company
website
XI Time of delivery of food
XII Handling of misplaced luggage
XIII On time landing of flights
84
15. International Journal of Management
XIV Communication regarding the frequent flyer
programme
XV Providing rooms / accommodation during
flight delays
XVI providing food during flight delays
From the above ranking, it is clear that the Price, Politeness of crew members,
Consistency between communication and experience, Check in of luggage and
convenience of flight- timings are the top five factors of service quality as perceived by
the passengers. It is clear from the above findings that the passenger perceives service
quality as a combination of the three dimensions namely physical, interaction and
corporate and all the three dimensions have to be given equal priority by the Indian
Airline service providers.
4.0 Conclusions
The research has identified the key factors contributing to service quality as
perceived by the passengers. It is now up to the Indian Airline service providers to
concentrate on these key factors of service quality so as to have an enhanced passenger
satisfaction. Enhanced passenger satisfaction will result in loyalty, willingness to pay a
premium and willingness to recommend the service to others. These surely will result in
better financial performance for the airlines.
5.0 Future scope and limitation
This research has provided insights into various factors that customers consider
important while evaluating the Service Quality of Indian Airline service providers.
However it does have certain limitations, which are discussed below.
The sample size is small due to time and cost constraints, which may not be
suitable to conclude the generalization of this research survey. The data is proposed to be
85
16. International Journal of Management
collected from the customers using the Coimbatore Airport. The research considers the
customers as a homogenous group, which may not be the case. Hence there is a scope for
further research based on segmenting of the customers. Further study can explore the
factors contributing to service quality as perceived by the airline companies. The same
can be compared with the factors as perceived by the customers. This can be used to
identify the service gap, if any
REFERENCE
1. Andaleeb, S. S. (1998), "Determinants of Customer Satisfaction with Hospitals: A
Managerial Model," International Journal of Health Care Quality Assurance, 11
(6), pp. 181-187.
2. Anderson, E. W. and M. Sullivan (1993), "The Antecedents and Consequences of
Customer Satisfaction for Firms," Marketing Science, 12, pp. 125-143.
3. Anderson, E. W., C. Fomell and D. Lehmann (1994), "Customer Satisfaction,
Market Share, and Profitability," Joumal of Marketing, 58 (3), July, pp. 53-66.
4. Anderson, Eugene W. and C. Fomell (1994), "Firm, Industry, and National Indices
of Customer Satisfaction: Implications For Services
5. Anderson, E. W., C. Fomell and S. Mazvancheryl (2004), "Customer Satisfaction
and Shareholder Value," Joumal of Marketing, 68 (October), pp. 172-185.
6. Andreassen, T.W. and B. Lindestad (1998), "Customer Loyalty and Complex
Services," International Joumal of Service Industry Management, 9(1), pp. 7-23.
7. Athanassopoulos, A. D. and A. Anastasiosiliakopoulos (2003), "Modelling
customer satisfaction in Telecommunications: Assessing the Effects of Multiple
Transaction Points on the Perceived Performance of the Provider," Production
and Operations Management, 12 (2), pp. 224 - 245
8. Asubonteng, P., K. McCleary and J. E. Swan (1996), "SERVQUAL Revisited: A
Critical Review of Service Quality," The Joumal of Services Marketing, 10 (6), pp.
62-81. Aydin, S. and G. Ozer (2005) "National
9. Customer Satisfaction Indices: An Implementation in the Turkish Mobile
Telephone Market," Marketing Intelligence and Planning, 23 (5), pp. 486 – 504
86
17. International Journal of Management
10. Sukandi, “ Differentiation Strategy in PT Merpati Nusantara Airlines “ , Graduate
Thesis, School of Management, University of Indonesia, 1996
11. Carman.JM, “ consumer perceptions of service quality : An Assessment of the
Serqual Dimensions”, Journal of Retailing, 1990, 66; 33-45
12. Cockerell, N., 1991, 'Outbound Markets/Market Segment Studies', Travel and
Tourism Analyst,Vol.6, No.4, pp.38-49.
13. Costa, J., 1995, 'International Perspectives on Travel and Tourism Development',
International Journal of Contemporary Hospitality Management, Vol.7, No.7, pp.
10-29.
87