Does Service Quality of Airlines Industry have Any Contribution to Passenger’s Satisfaction – A Research based on Previous Literatures

Abstract

Airline industry, which has become customer centric these days, is having their priority to satisfy customer satisfaction which is possible through uplift of their service quality. The current research examines the various factors of service quality those are having direct and significant relationship with the satisfaction of airline passengers. Research paper based methodology is accumulated to figure out the various factors of service quality used to determine the satisfaction level of customers, which helps airlines industry to build the customers? loyalty, brand equity and attract new customers towards the particular airline. The rapid development and competition of service quality, both in developed and developing nations has made it important for airlines to measure and evaluate the quality of service. Brand Managers working for Airlines industry have focused to identify the characteristics that consistently please their customers, and to develop mechanism for monitoring customer satisfaction, their loyalty towards airline brand. Also, their focus is receiving the feedback from the customers to improve the service quality systems. For the same, relevant and important papers have been discussed to bring forth the relevance of service quality and passenger satisfaction in this business