RESEARCH

ON AIRLINES
Presented By:
Prakash Gupta
Pankaj Jaiswal
Aman Kumar Priya
INDIAN AIRLINE INDUSTRY AT A GLANCE

The Indian airline industry seems to be

flourishing by the day, considering the rush
of prospective investors into this arena and
also taking into account the magnificent
growth prospects.
If yesteryears witnessed only an elite class
of travelers making use of air travel, the
emergence of the new budget-airlines category
have been welcomed with open arms by the cost-
conscious ordinary person who wishes to reach
his destination faster. Most airlines were
quick to identify this growing trend and as a
result there has been an exodus of investments
in this lucrative sector with profits crossing
all expectations.
INDIAN AIRLINE INDUSTRY AT A GLANCE
The Indian airways industry has indeed taken a
giant leap in the recent years, considering the
fact that just a decade back, there were only
around three airlines operating in India. In
comparison, we have more than ten competitors in
this growing sector today, each receiving its own
unique share of the profits.One of India’s all time
favourite airline happens to be ‘Indian’,
(Previously known as Indian Airlines, it changed
its name to ‘Indian’ after a merger with Air India.)
INDIAN AIRLINE INDUSTRY AT A GLANCE
which is owned by the Government of India, and
carries around 7.5 million passengers annually,
churning out an enviable turnover of over US $ 1
billion. Other more recent entrants into this
field includes Kingfisher airlines and Air Deccan
which underwent a merger recently, Jet Airways, Air
Sahara, Indigo, Go Air, Paramount Airways, etc which
are actually competing heavily with one another to
get a fair share of the market.
 Jet Airways
Founded : 1st April 1992
Commenced : 5th may 1993
Operation
Hubs : Chhatrapati Shivaji International
Airport
Brussle Airport
Chennai International
Airport
Subsidiary hub : Indra Gandhi International
Airport
Bengaluru Airport
Fleet Size : 97
Destinations : 75
Parent Company : Tailwinds Limited
Headquarter : Mumbai, India
Key People : Naresh Goyal (Founder & Chairman)
About Jet Airways:
Jet Airways (India) Private Limited is
India's
leading private airline.
It boasts a market share of about 29
percent.
Jet operates a relatively young fleet of
Boeing 737 jets and ATR72 turboprops.
It carries about seven million passengers
a
year.
Its reputation for punctuality and
Key Dates:
1993: Jet Airways begins domestic
operations flying Boeing 737 jets.
1997: Kuwait Airways and Gulf Air sell
their stakes in Jet Airways.
1999: A regional network is launched
with turboprop aircraft.
2004: The first international services
are started.
2007: Acquired Air Sahara and relaunched as jet
Lite
Customer Satisfaction:- It is generally a
measure of how products & services supplied by a
company meet or surpass customer expectation.

Six variables can be used for customer satisfaction.

1) Ease of booking through website/call center

2) Hassle free check in/efficient ticketing staff
3) Regular announcement during flight delay at airport
4) On time performance of flights
5) In flight experience
6) Baggage handling and value for money
RESEARCH OBJECTIVES
1)To decide a range of ticket fare.
2)
3)To provide best services as per customer’s desire.
4)
5)To provide better facilities than the rival-arc at reasonable
price.
 QUESTIONNAIRE
Using Likter Scale for measuring customer
satisfaction.
As the manager of [COMPANY], I want to thank you for giving us the opportunity
to serve you. Please help us serve you better by taking a couple of minutes to
tell us about the service that you have received so far. We appreciate your
business and want to make sure we meet your expectations. Attached, you will
find a coupon good for ...... We hope that you will accept this as a token of our
good will.
Sincerely,
Prakash Gupta
[MANAGER_NAME]

Name :

Sex : Male Female

Address :

Pin Code :

Occupation: Businessman Student Service-holder

Email :

Mobile no:
How
once/week
daily
2
every
once/month
2-3
to times
3often
2-3
times
a
months
do
or
year
a you
more
month
fly by jet airways?
Sufficient information was Strongly Agree Neutral Disagree Strongly
available on the internet to Agree Disagree
book ticket as per your wish.

About how long did you have to wait before speaking to a representative?
I was
Within
3-5
5-10
Moreminutes
minutes
than
taken
3 minutes
10
care
minutes
of immediately
How do you rate our Product and Services and did they meet your need or
expectations
Regarding quality and performance?
Excellent Good Satisfactory Poor

How do rate our delivery on time performance and commitment to meet your
delivery expectations?
Excellent Good Satisfactory Poor

How do feel about our responsiveness with you?

Excellent Good Satisfactory Poor
Overall, how satisfied are you with Jet Airways?
Somewhat
Unsatisfied
Very
Extremely
Unsatisfied
Satisfied
Satisfied
Satisfied

The process
Somewhat
About
Very
Superior
Poor
Satisfactory
Average
Unsatisfactory
for getting your concerns resolved was:
 Very Somewhat Neutral Somewhat Very
Satisfied Satisfied Dissatisfied Dissatisfied
Considering the total package
offered by including customer
service, Jet Airways features
and benefits, and cost; how
satisfied are you with ?

Would you recommend Jet to others?

Might or might
Probably
Definitely
N/A not
not not
DO YOU HAVE ANY COMMENTS OR SUGGETIONS THAT WOULD HELP US TO IMPROVE OUR
QUALITY OF CUSTOMER SERVICE?

Thank you for your feedback. We sincerely appreciate your honest opinion and will
take your input into consideration while providing products and services in the future.

If you have any comments or concerns about this survey please Contact: -

Jet Airways
(COMPANY)

Prakash Gupta
(MANAGER)

Address 1:186/3 G.T.Road,Salkia Howrah-6

Pin Code: 711106

Select Sampling
technique

Determine the Sample

Size

Execute the Sampling

Process
Select Sampling techniqu

CONVENIENT SAMPLING
Determine the Sample Size

Target Sample
Size:110/Airline
Execute the Sampling Process

1)On Field Interview

2)Over Telephone
3)Social Website
Collection of Data:
It means collecting the information from
the different sources.
For this project the data has been
collected from primary and secondary
sources.
The definition of customer satisfaction and
the influencing factors along with research
objectives has been taken through the
primary source.
And the remaining content has been gathered
through secondary sources.
 Y O U
A N K
T H