Developing a Measurement Model for Indian Airport Services Perceived by Air Passengers

This paper attempts to revise level of various service quality of the airline industry and arrange these, with their relative importance using fuzzy approach. And utmost care was taken to ascertain these attributes, with fuzzy Delphi technique. The study was conducted in Hyderabad city, India. To gather the relative information, structured questionnaire was taken with proper validation and consistency. As the airline is the one of major medium to access the globe, as well as in the international transport, time demand to study quality of services in airline industry. Due to services and quality are related to combining activities of different factors, and again it concern to human judgment, it is difficulties to measure the same. Therefore the study attempts to fill the gap in the existing literature with a different approach for evaluating airline service quality. At last, some valuable conclusions and useful suggestions are provided to airline industry, to improve the service quality further.