Professional Documents
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Service Industry
JET AIRWAYS
AVIATION INDUSTRY SCENARIO
IN INDIA
• The Indian aviation is one of the fastest growing aviation
industry in the world.
• INDIAN AIRLINES
• JET AIRWAYS
• KINGFISHER AIRLINES
PLAYERS IN THE INDIAN MARKET
• AIR DECCAN
• GO AIR
• INDIGO AIRLINES
AWAITED AIRLINES
• Omega Air
• Magic Air
• Confidential information
• Fair dealing
• Compliance with laws and regulations
• Prevention of insider trading
• Encouraging reporting of unethical or illegal
behavior
• Record keeping
COMMUNITY SERVICES
• Social responsibility
Boeing 737-700 13
• Air Canada
• American Airways
• Brussels Airways
• All Nippon Airways
• Jetlite
• Qantas
• Car rental partners
• Co-Brand card
• Conversion
• Hotel partners
SERVICES
• Check In Options :
Airport Check in
Tele Check in
Web Check in
Kiosks Check in
• Airport Lounges
• Bus Services
• Cuisines
• Entertainment
SPECIAL SERVICES
External
Expected Communication
Service to Customers
Service
Quality Perceived
Gap Service
Quality
Perceived
Service
Source; Parasuraman.A , New Tools for Measuring Service Quality, University of Miami
21
DIMENSIONS OF SERVQUAL MODEL
(RATER)
• Reliability: Ability to perform the promised service
dependably and accurately.
• Assurance: Knowledge and courtesy of employees and their
ability to inspire trust and confidence.
• Tangibles: Appearance of physical facilities, equipment,
personnel and communication materials.
• Empathy: Caring, individualized attention the firm provides
to its customers.
• Responsiveness: Willingness to help customers and provide
prompt service.
An empirical study was conducted in 2007on the
Indian airline industry (FSC) using ServQual
model by
B.Venkatesh & R.Nargundkar
(Prof, XIM-B.)
Negative Aspects: