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An Empirical Investigation Into Factors Affecting Service Quality Among Indian Airline Service Providers

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Document pages: 17 pages

Abstract: The Indian airline industry exists in an intensely competitive market. India has a well-developed and large civil aviation network. There are 122 airports in the country, controlled by the Airports Authority of India, of which 11 are international airports. The air services of the country were liberalised in 1994 through a move towards an open-skies policy of the Government. The Indian Airline market is characterised as a hugely potential and under penetrated market.Service quality has received a great deal of attention from both academicians and practitioners. The firm s ability to create and sustain competitive advantage depends upon the high level of service quality provided by the service provider.Given the context of huge losses faced by Indian Airline services, it is imperative for us to study the service quality levels of these companies. The study explores the various constructs that are critical to service quality among the Indian Airline service providers as perceived by the Passengers.

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