Volume : 3, Issue : 6, June - 2014

PASSENGERS� EXPECTATION ON SERVICE QUALITY DIMENSIONS IN DOMESTIC AIRLINE SERVICES

Dr. P. Baby

Abstract :

This research paper aimed to measure the passengers’ expectation levels of service quality in the domestic airline services in Tamilnadu against their perceptions levels of the service quality and also to find out the gap between customers’ expectations and their perceptions of the service quality. In this study, the airlines services are classified into three stages such as pre–flight, in–flight and post–flight services. Using a SERVQUAL survey instrument a study was conducted with a sample of 400 by applying proportionate random sampling method. The study found that customers have higher expectations for service quality in domestic airline services.