Travelers’ perception with reference to Indian domestic airlines

Abstract

The foundation of this research is that cost is no t the only determining factor in the selection of a specific airline. quality of service and satisfaction of customers are also essential tools for evaluating the customers' preference when the airfares between the airlines are marginal.This research also aims to defi ne best practices in quality prevalent in the domestic civil aviation sector in India and based on the results; suggestions are given to quality improvement dimensions for the Indian Airlines. Quantitative research analysis is carried with structural equation model to draw the conclusions. The quality service practices identified by the study will benefit the domestic airlines to improve their overall customer value and thereby customer loyalty and profitability. The study is confined to only domestic airlines and the data collection was conducted only in Pune.