A study on impact of service quality on customer satisfaction with low-cost carriers in India

被引：2
|
作者：
Gowda, Kavitha R. [1 ]
Kumar, Athul A. [2 ]
Srinidhi, V. R. [3 ]
Gujrati, Rashmi [4 ]
Uygun, Hayri [5 ]
Gulati, Uma [6 ]
机构：
[1] Alliance Univ, Alliance Sch Business, Bengaluru, Karnataka, India
[2] CHRIST, Sch Business & Management, Bengaluru, Karnataka, India
[3] Jnanodaya Commerce & Management Acad, Bengaluru, Karnataka, India
[4] KC Grp Inst, Nawanshahr, Punjab, India
[5] Recep Tayyip Erdogan Univ, Dept Tourism & Hotel Management, Rize, Turkiye
[6] Inst Technol & Sci, Ghaziabad, Uttar Pradesh, India
来源：
JOURNAL OF INFORMATION & OPTIMIZATION SCIENCES | 2023年 / 44卷 / 08期
关键词：
Service quality; SERVQUAL model; Low-cost carriers; Aviation; Airline service; FULL-SERVICE; AIRLINES; DRIVERS; LOYALTY;
D O I：
10.47974/JIOS-1483
中图分类号：
G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];
学科分类号：
1205 ; 120501 ;
摘要：
Civil Aviation Industry is one of the fastest-growing industries in India. Passengers are most concerned about their choice of airlines for their travel purposes. This research paper mainly focuses on identifying the influence of service quality on customer satisfaction with low-cost carriers in India. The study also explores the gap between low-cost air carriers in India regarding the overall quality of airline service efficiency, customer satisfaction, and other selected attributes. The research is based on a literature review and an initial interpretation of a survey primarily designed to classify the views of passengers who have flown in Indigo, AirAsia, Go Air and SpiceJet. This study would allow Airlines to understand what passengers expect from airlines regarding service quality and provide input to service providers.
引用
收藏
页码：1665 / 1684
页数：20
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