Abstract
Indian Aviation Industry has been one of the world's fastest-growing aviation industries with private airlines representing more than 75 percent of the domestic aviation industry. With an 18 percent compound annual growth rate (CAGR) and 454 airports and airstrips in place in the country, 16 of which are designated as international airports, it has been stated that by 2011 the aviation sector will be witnessing a revival. In 2009, with traffic movement rising and revenues rising by nearly US$ 21.4 million, India's Airports Authority appears expected to earn better margins in 2009–10, as indicated by the Civil Aviation Ministry's latest estimates. The most crucial step in identifying and providing high-quality service is to understand exactly what customers expect. Quality of service is one of the best models for measuring customer expectations and perceptions. A company's performance results in customer satisfaction with a product or service. Passenger satisfaction is important to customer sovereignty. Customers can be loyal without being highly satisfied and being highly satisfied and yet not being loyal. Companies are required to gain a better understanding of the online environment relationship between satisfaction and behavioural intention, and to assign online marketing strategies between satisfaction initiatives and behavioural intention programme. In addition, the findings of this research will assist airline managers to better serve their customers, track and improve quality of service and achieve the highest level of satisfaction for their passengers.
1. Introduction
In a nation’s economic growth, the aviation sector has become the most significant segment. It plays a vital role in moving people or goods, whether domestic or international, from one place to another, particularly when the distances involved are far. Indian government’s tight rivalry and favorable policies added fuel to boost both flights and fleets. Air Deccan was the first airline offering both domestic and international destinations low tariffs and creating a new benchmark in India’s aviation market.
7. Limitations and suggestions for future research
As with all studies, there were certain limitations to the present research. Second, the measurements of the physical surroundings of passengers that vary depending on the location of their seats (e.g. a seat in the centre of the plane, a seat at the back of the plane) aspect not carefully examined in this analysis. Of eg, airplane air in the front / back of the plane appears to be worse than middle air during a trip. Locating or choosing a seat can be critical factors in the assessment and decision-making process of passengers upon booking. Future research should consider the impact of seat location on the behaviours of passengers buying and taking decisions.
