APPLICATION OF SERVQUAL IN AIRLINE INDUSTRY
Dr Saravanan Murugan
Associate Professor, Department of International Business, PSG College of Arts & Science
Coimbatore – 641 014, Email id: saravanan@psgcas.ac.in
ORCID id: 0000-0002-5569-3014
Dr Balamurugan Thiyagarajan
Associate Professor & Head, Department of International Business, PSG College of Arts & Science, Coimbatore – 641 014, Email id: hodinternationalbusiness@psgcas.ac.in
ORCID id: 0000-0002-8284-499X
Dr Hariharan Ganeshan
Assistant Professor, Department of Management Studies, PSG College of Arts & Science
Coimbatore – 641 014, Email id: hariharang@psgcas.ac.in
ORCID id: 0000-0002-6979-1387
Dr Rekhapriyadarshini
Assistant Professor, Department of International Business, PSG College of Arts & Science
Coimbatore – 641 014, Email id: rekhapriya@psgcas.ac.in
ORCID id: 0000-0003-0158-379X
Dr Tamilselvi K
Assistant Professor, Department of International Business, PSG College of Arts & Science
Coimbatore – 641 014, Email id: tamilselvik@psgcas.ac.in
ORCID id: 0000-0003 – 4252 – 4657
Ms Deepica M R
Research Scholar in Commerce, PSG College of Arts & Science, Coimbatore – 641 014
ABSTRACT
The aviation industry performs a primary function in transit humans or merchandise from one place to any other, be it domestic or international. The air transportation market has come to be even greater strong with the aid of using boom in variety of airways and they all have grew to become to attention on their higher offerings. Passenger satisfaction is one of the maximum essential elements in Airline enterprise and it’s far taken into consideration to be because the soul of commercial enterprise achievement in today’s contentious international. Satisfied passengers are a treasured asset to corporation via high-quality proposal of its offerings to friends, family, and others. It is sovereign for an airline to recognize what passengers want and expectancies to offer a favored service of carrier for them. Hence, an attempt is made to study the customer quality service in Airline Industry.
Keywords.: aviation, quality service, Airport, Connectivity, mobile platforms, hospitality