A Comparative Study on Customer Satisfaction of Different Airline Services at Patna Airport with Reference to Service Quality Gap Model

Abstract

The growing contribution of service sector (more than fifty percent) in the total GDP of India speaks volumes about the structural transformation in the economy from an agriculture-based economy to knowledge- based economy. This also reflects the rise in urbanisation and the middle class with its disposable income. A greater contribution of service sector in the economy is also the indicator of India’s integration with the global economy.  India’s Aviation sector is one of the largest growing sectors in the same line. This article delves into customer satisfaction of the three main airlines – Indigo, Spice jet and Air India from Patna Airport and its impact on the airline performance. The satisfaction of customers is imperative for the survival and growth of the airlines. In this article, we measure customer satisfaction taking into consideration the five gaps that can be created by a service organisation as suggested in Service Quality Gap Model and its overall impact on the customer satisfaction.