Title: An empirical research of effect of flight airline services on the satisfaction of operational populace

Authors: Madhu Arora; Sanjiv Mittal; Smita Mishra

Addresses: RDIAS, Delhi, India; Affiliated to: GGSIP University, India ' USMS, GGSIP University, Delhi, India ' RDIAS, Delhi India; Affiliated to: GGSIP University, India

Abstract: There are three types of aviation services which are important for choosing flight by the operational populace. This paper makes an attempt to study in-flight aviation services. Operational populace includes students, employee, businessmen and any other like housewife. The factor of in-flight aviation services are dependent variables tangibility, language skills, food and baggage facilities. A sample of 212 was considered and ANOVA are used for quantitative analysis to test the hypotheses and validate the results. Significant difference is found on cleanliness of the toilet in the cabin, behaviour of airline employees in communication to create a sense of confidence in customers, there were enough options to choose for meals as well as freshness of meals in different operational populace. Therefore all attempts should be made by the airlines to in-flight services to increase the level of satisfaction of travellers.

Keywords: aviation; sector; in-flight; service; food; baggage; language skills.

DOI: 10.1504/IJTTC.2020.109391

International Journal of Technology Transfer and Commercialisation, 2020 Vol.17 No.2/3, pp.135 - 146

Received: 28 Mar 2019
Accepted: 01 Jul 2019

Published online: 02 Sep 2020 *

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