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Asian Journal of Management
ISSN: 2321-5763(Online), 0976-495X(Print)
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Are Customers Really Satisfied with the Service Quality offered by the Aviation Sector (with special reference to Chhattisgarh State)
Dr. Sonali Malewar1, Mrs. Prerna Nair1
1Assistant Professor, MATS University, Raipur
“By the inch it's a cinch; by the yard it's mighty hard” the proverb is used to elaborate the essence of the present research paper. The Aviation industry in the state of Chhattisgarh provides its services at Swami Vivekananda Airport. In the year 2006 this Airport witnessed 82% increase in passenger traffic (highest in India). This Airport is one of the 35 non-metro airports presently being modernized by the Airport Authority of India. The paper examines the various services and facilities provided by the three airlines ie. Air India, Indigo, Jet Airways under consideration at the Airport. The study is conducted by surveying the passengers through questionnaire. The problem under consideration is divided into small bits to understand the ground problems as well as the satisfaction level of consumer. Likert Scale has been used to find out the service quality perceptions of the passengers.
Aviation Sector, Service marketing, Consumer perception, Service quality
Sonali Malewar, Prerna Nair. Are Customers Really Satisfied with the Service Quality offered by the Aviation Sector (with special reference to Chhattisgarh State). Asian J. Management 5(2): April-June, 2014 page 277-280.
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