Abstract: The study aims to analyse the air passengers’ level of expectation and satisfaction towards airlines services. This study is primary confined to Coimbatore city. A small sample of thirty respondents was chosen as sample populations. The study is primary based on primary data sources. The study observed that 46.67 per cent of air passengers’ are very young that is they fall under the age group of 21-30 years,.66 per cent of passengers’ are salaried employees, who’s monthly income ranges between `.20001- `.40000.. Further, the study has observed that they exists wide gap in passengers’ level of expectation and satisfaction with the service features. The passenger faces difficulties while using private airline services due to: lack of Non– stop flight services ,inconvenient flight schedule, less safety of Flying, no cost concession of ticket reservation, inconvenience of reservation and ticketing, delayed and inaccurate reservation and ticketing services, inefficiency in functioning of check-in at the counter, poor baggage handling, lack of baggage security, no facilities for on-board meals, negligence in reservation of flights delay, poor availability of information, poor behavior of crew, poor check–in–services, poor compensation, no value for money, poor FF programmes, improper information on flight rescheduling / cancellations, unpunctual flights timing, noise inside the cabin and poor overall flight infrastructure. The study suggests the private air lines to focus their marketing strategies fulfill the passengers’ expectation and retain them as satisfied long term customers.
Keywords: Airlines, Indian Aviation Sector, Passengers, Expectations, Satisfaction.
Title: Air Passengers Level of Expectation and Satisfaction towards Airlines Services (With Special References to Coimbatore City)
Author: V.P Amuthanayaki
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
Research Publish Journals
