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Open Access Research Article

A study on impact of service quality on customer satisfaction with low-cost carriers in India

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pp. 1665–1684Vol. 44Issue 8November 2023DOI: 10.47974/JIOS-1483XML
Published Online:
13 Jan 2024
Article type:
Research Article
Language:
EN
Article no.:
JIOS-1483
Pages:
1665–1684

Abstract

Civil Aviation Industry is one of the fastest-growing industries in India. Passengers are most concerned about their choice of airlines for their travel purposes. This research paper mainly focuses on identifying the influence of service quality on customer satisfaction with low-cost carriers in India. The study also explores the gap between low-cost air carriers in India regarding the overall quality of airline service efficiency, customer satisfaction, and other selected attributes. The research is based on a literature review and an initial interpretation of a survey primarily designed to classify the views of passengers who have flown in Indigo, AirAsia, Go Air and SpiceJet. This study would allow Airlines to understand what passengers expect from airlines regarding service quality and provide input to service providers.

Keywords

Subject Classifications

03B52

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