International Journal of Innovative Research and Development

Abstract

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.

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Abstract

Air transport plays a pivotal role in the development economy, stimulating exchanges between countries and facilitating international relations. Airline service quality is similar to an auction and makes chaos to passenger. Airlines use this information to make their own bid, setting a market price and providing high value to the passenger to sustain in future. Service quality is combing process both with tangible and untouchable imaginations. Though number of studies focuses on service quality, using fuzzy logic still its few and all are outside our country. It is the attempt to enlist various services of airlines in Indian context with a dissent approach.  This study will exhibit empirically to different factors and prioritizing to the airlines services using linguistic variables. At last some new and interesting useful suggestions are given to airline service provider to improve further service quality.

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