Passengers’ perception on service quality in kingfisher airlines – An empirical research study

This study examines the fundamental forces of service quality influences on passengers’ satisfaction through an aircraft transport. The study observes on the dimensions have a positive influence on service quality rendered which also has a greater impact on service quality in international air travel, that is perceived by the passengers. The findings of this study are based on the analysis of a sample of 270 respondents. This study analyzed the data from passengers of three classes, economy, business and premium. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. The dimensionality of perceived service quality provided by the Kingfisher airline was explored and three dimensions were identified. These dimensions include in-flight service, in-flight digital service and back-office operations. The findings reveal that these three dimensions are positively related to perceive service quality in this air travel and of these dimensions, cuisines provided, seat comfort safety are the most important dimension in in-flight service quality. In addition, the findings also indicate that passengers’ satisfaction on different airline companies is based on the services delivered.