Volume : 3, Issue : 5, May - 2014

APPLICATION OF SERVQUAL IN DOMESTIC AIRLINE SERVICES

P. Baby

Abstract :

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SERVQUAL is a succinct multiple–item scale with good consistency and legitimacy; that it can be used to better understand the service perception and expectations of consumers and as a result, improve service. It has been designed as a generic measure, which could be applicable across a oad scale of services. The study aims to contribute to the research on service quality, analyzing various researches on the SERVQUAL proposed by Parasuraman, Zeithaml and Berry in the 1980s. However, the SERVQUAL is a most appropriate instrument which is commonly used for all different kinds of services. Thus, the author made an attempt to study this instrument by applying in domestic airlines services to measure their service quality