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Research Paper | Management | India | Volume 5 Issue 7, July 2016

A Study on Customers? Service Quality Gap of Air India using Servqual Model

C. Murugesan ^[6] | Dr. R. Perumalsamy ^[4]

Abstract: The study attempts to assess the service quality of Air India with objectives to determining what establishes the service variables, how satisfied are the passengers with the services of the above stated airline and advocate to managers of this airlines on how to improve and promote satisfaction level of customers. Data was collected from the respondent by a well-structured questionnaire to discover the perception of the passengers of the airline under study. The servqual model was utilized to analyze and determine the service quality gaps between the customers expectation and its perception of the service physiognomies. It was learnt from the result that Air India displayed a good service quality in the assurance, responsiveness, reliability and the technical dimension of their services but the tangible, empathy dimensions needs a lot of enhancement. On this ground, recommendations were made for airline manager to advance the service that showed a below expectation level of service and consistent survey of their performance from their customers should be carried out to stay informed with the current needs of its passengers.

Keywords: Quality Gaps, Servqual, Service, Tangible, Reliability, Assurance, Responsiveness, empathy and Technical

Edition: Volume 5 Issue 7, July 2016,

Pages: 1460 - 1464

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