TY  - JOUR
T1  - Service Quality Insights from Airline Industry
AU - Balaraman, Premkumar AU - Kosalram, Kalpanan AU - Khan, Sungkrityayan 
JO  - International Business Management
VL  - 10
IS  - 26
SP  - 6075
EP  - 6086
PY  - 2016
DA  - 2001/08/19
SN  - 1993-5250
DO  - ibm.2016.6075.6086
UR  - https://makhillpublications.co/view-article.php?doi=ibm.2016.6075.6086
KW  - SERVQUAL
KW  -quality ratings
KW  -service quality factors
KW  -LCCs
KW  -LEAN tool
AB  - The main objective of the paper is to assess the existing service quality metrics, analyze airline
industry service process and gain insights on service quality gaps airlines industry. The literature review on
service quality models and the initial airline industry desktop study using secondary sources of data enable
to focus on the airline industry service quality metrics and service process. In an attempt to gain exploratory
insights on service quality gaps in Airline industry, the research paper attempts to explore the Indian Airline
market using qualitative tools. Forming the 10 focus groups was carefully planned and sample size 5 per group
was chosen with convenient sampling. The SERVQUAL Model seems to best fit in explaining the service
quality gaps in Airline industry. Amongst the various ratings, Airline Quality Rating (AQR) is found to be one
of the best suited service quality metrics. In service industries, quality tools are more effective when they are
industry specific. LEAN tool is best suited TQM tool for Airline industry which can solve issues on long
waiting times, material movements and others. Service quality factors like on time arrival, cabin crew appearance,
cleanliness, airport amenities, customer care, web page appearance and usability also play a significant role in
affecting the overall service quality. The radical shift towards Low Cost Carriers (LCCs) poses new challenges
in delivering expected services in Airline Industry.
ER  -