DEVELOPMENT OF CONSTRUCTS FOR DETERMINING SERVICE QUALITY AMONG THE INDIAN AIRLINE SERVICE PROVIDERS

Abstract

India has a well-developed and large civil aviation network. There are 122 airports in the country, controlled by the Airports Authority of India, of which 11 are international airports. The air services of the country were liberalized in 1994 through a move towards an open-skies policy of the Government. Civil aviation sector in India has been badly hit in recent times by high Aviation Turbine Fuel prices which made the ticket prices soar leading to a fall in demand. It is now up to the Indian Airline service providers to concentrate on these key factors of service quality so as to have an enhanced passenger satisfaction. Passenger satisfaction will result in loyalty, willingness to pay a premium and willingness to recommend the service to others.