Service Quality Provided By Airline Industry and Its Impact on Customer Satisfaction

Abstract

Customer satisfaction has grown to be a very important and expensive element for firms. Retaining customers has become much more difficult as a result of greater rivalry and increased consumer choice, particularly in the aviation industry. The level of service provided by airline operators and their capacity to please and forge lasting relationships with consumers are directly related to the industry's long-term viability and competitiveness The purpose of this survey is to check the quality of service provided by the airline and whether customer is satisfied with the quality. This study is done by a standardized process and 150 respondents were asked about their viewpoint on satisfaction through a combination of questions. We hope that the results will help airlines to know the role of different aspects of service in improving the satisfaction level of the customers