ASSESMENT OF SERVICE QUALITY OF INDIGO AIRLINES

Abstract

Services are intangible by nature. Services are heterogeneous and airline services are no exception to this. Services provided inside aircraft are intangible and highly variable. Airline services are highly personalized. The airline product is a highly perishable one. The airline companies Management believe that, they are providing committed quality of service to the customers, but in the point of view of the customer, airlines are lacking in quality service. Airlines lacks in awareness about service quality and are not aware that giving better service to the customers helps in better company performances In view of the above there is ample scope of study in the area of Service offerings with a view of Customer Service in domestic airlines arena which has potential possibilities in Indian Airlines Industry. To accomplish the objectives of the study, the data required has been collected using both primary and secondary source. This study covers a sample of 56 respondents. Simple Random Sampling techniques were used and a structured questionnaire was used for data collection. This study showcases some of the findings in this direction with respect to Indian Domestic Airline Industry. It highlights to examine how the customers are feeling about the company’s services and its service quality. The two main constituents are the “quality expected” and “quality perceived” by the customer. This study highlights that the passengers are satisfied with the services quality reliability, responsiveness, assurance & empathy but Indigo needs to improve on tangibility aspect. Best mark can show you how improving the customer experience will create the differentiation necessary to increase sales and boost referrals.