Measuring Customer Satisfaction in Indian Low Cost Air Carriers

Air travel has taken off in India. The Indian aviation sector thundered up with incredible numbers both in terms of traffic and volumes during 2006-07. With sustained economic growth over the past few years' coupled with other factors like increasing liberalization, rapid urbanization, rising disposable income and increasing interest in tourism have all fuelled up business and leisure travel market in India. This resulted in an explosion of the Indian aviation sector that is expected to grow at 20% annually over the next five years (Centre of Asia Pacific Aviation (CAPA) Report, 2006). Much to the delight of the Indian air traveller, 12 wallet-friendly aviation players announced or initiated operations to compete in the market - including the likes of Jet Airways, Air Deccan, Spice Jet, Go Air, IndiGo, Indian, Air India Express, Allianz Air, Paramount Airways, Kingfisher Airlines and Indus Airways. With more mighty names waiting for approval from the Ministry of civil aviation, they are going to rapidly change the aviation landscape with extensive impact.