Servqual in Airlines
1 RESEARCH PAPER CUSTOMER PERCEPTIONS, EXPECTATIONS AND GAPS IN SERVICE QUALITY: AN EMPIRICAL STUDY OF CIVIL AVIATION INDUSTRY IN INDIA
BY DR. MOHAMMED NAVED KHAN Senior Lecturer Department of Business Administration Faculty of Management Studies & Research Aligarh Muslim University Aligarh-202002 (UP) INDIA e-mail: mohdnavedkhan@gmail.com Ph: 0091571 2701184(R) Mobile : +919411800860
VIPPAN RAJ DUTT Doctoral Research Scholar (Corresponding author) Faculty of Management Studies and Research Aligarh Muslim University, AMU. Manager (System / Maintenance) NACIL (I) Correspondence Address: Dutt Niwas, 809 Sector 17 A Gurgaon 122001 Haryana – 122001 INDIA e-mail : vrdutt@indianairlines.co.in Ph. (R) 0091 124 2397809 Mobile : +919818207809 &
Dr. S C BANSAL Associate Professor Indian Institute of Management Lucknow – 226 013 (India) e-mail: bansal@iiml.ac.in Ph. 0091 522 2736637
2 CUSTOMER PERCEPTIONS, EXPECTATIONS AND GAPS IN SERVICE QUALITY: AN EMPIRICAL STUDY OF CIVIL AVIATION INDUSTRY IN INDIA
ABSTRACT Civil aviation is a catalyst for economic development and trade in an increasingly globalized world where people and goods are moving farther, faster and cheaper than ever. The Indian civil aviation sector too is presently witnessing a boom with a host of private airlines taking to the skies. Leading players in the Indian aviation industry include Air India, Indian Airlines, Jet Airways, Sahara Airlines, Kingfisher, Spicejet, Paramount, Indigo and Go Air. While the growth rate of the civil aviation sector has slowed down in the mature international markets, it is increasing at a brisk pace in India. This growth is fuelled by the liberalization of the industry, increase in investments, emergence of low cost carriers (LCCs), positive impetus by regulatory authorities and improvement in the standards of living in the region. With the entry of LCCs, the domestic airline industry in India is presently experiencing its second phase of liberalization. The winds
BY DR. MOHAMMED NAVED KHAN Senior Lecturer Department of Business Administration Faculty of Management Studies & Research Aligarh Muslim University Aligarh-202002 (UP) INDIA e-mail: mohdnavedkhan@gmail.com Ph: 0091571 2701184(R) Mobile : +919411800860
VIPPAN RAJ DUTT Doctoral Research Scholar (Corresponding author) Faculty of Management Studies and Research Aligarh Muslim University, AMU. Manager (System / Maintenance) NACIL (I) Correspondence Address: Dutt Niwas, 809 Sector 17 A Gurgaon 122001 Haryana – 122001 INDIA e-mail : vrdutt@indianairlines.co.in Ph. (R) 0091 124 2397809 Mobile : +919818207809 &
Dr. S C BANSAL Associate Professor Indian Institute of Management Lucknow – 226 013 (India) e-mail: bansal@iiml.ac.in Ph. 0091 522 2736637
2 CUSTOMER PERCEPTIONS, EXPECTATIONS AND GAPS IN SERVICE QUALITY: AN EMPIRICAL STUDY OF CIVIL AVIATION INDUSTRY IN INDIA
ABSTRACT Civil aviation is a catalyst for economic development and trade in an increasingly globalized world where people and goods are moving farther, faster and cheaper than ever. The Indian civil aviation sector too is presently witnessing a boom with a host of private airlines taking to the skies. Leading players in the Indian aviation industry include Air India, Indian Airlines, Jet Airways, Sahara Airlines, Kingfisher, Spicejet, Paramount, Indigo and Go Air. While the growth rate of the civil aviation sector has slowed down in the mature international markets, it is increasing at a brisk pace in India. This growth is fuelled by the liberalization of the industry, increase in investments, emergence of low cost carriers (LCCs), positive impetus by regulatory authorities and improvement in the standards of living in the region. With the entry of LCCs, the domestic airline industry in India is presently experiencing its second phase of liberalization. The winds