A Study on Service Quality and Customer Satisfaction in Domestic Aviation Sector with Reference to Air India Limited, Mumbai

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

Abstract: Air Transport is the most recent mode of transport. It is the gift of the twentieth century to the world. The two world wars gave a great impetus to the development of air transport in almost all the countries of the world. Aviation creates large number of jobs, every million passenger transported fashion thousand jobs directly at the airports and a further enlargement in the national economy. However the outrageous rates have made it the mode of travel of the rich or of the business community for whom time is more affluent than air travel. The success of an any airways fully depends on quality of service delivery and customer satisfaction. The main objective of the present study is to find out the customer satisfaction in airways in various objects like, quality, service, fare etc.

Keywords: Airline Booking, Service, Quality, Passengers Satisfaction, Tangibility, Reliability, Assurance, Responsiveness and Empathy

Edition: Volume 6 Issue 2, February 2017,

Pages: 1538 - 1542