“customer Satisfaction of Service Qualities Provided in Different Airports in India”

Service quality is an important term in service marketing and every service marketers would like to improve the service quality so that it helps to improve the service performance. Nature of the service marketing is such that it differentiates from the traditional physical products. The difference comes mainly in terms of service characteristics, viz. intangibility, perishability, heterogeneity and inseparability. Each of these characteristics makes it a distinct product. Since, the service products are intangible it becomes difficult for the customers to see the product, thus making it difficult for them to purchase. This has also led to creation of extended services marketing mix concept where along with the traditional fours Ps of marketing, three extra Ps are added, i.e. people, process and physical evidence. Most of the researchers tried to explain the service quality with the help of service gap model. The gap model is unique in nature as it helps to identify the gaps that the marketers are able to identify so as to deal with the service related problems. The major gap that exists is between expected service and service provider’s perception about customer expectations. If the marketer is failed to identify the customer expectations then there is a high chance that the service may failed to satisfy the customers. It is always better to understand the customer expectations and deliver the service as promised. But problem arises when it comes to understand the consumer mind set. Numerous researches have been conducted and various theories are evolved in this regard. But, still it is out of reach of the service providers to truly understand the mindset of the consumers. In this given environment the present research has been undertaken.