PASSENGERS PERCEPTION TOWARDS SERVICE QUALITY OF INDIGO DOMESTIC AIRLINES

Service quality assesses how effectively a service organization delivers its offerings in comparison to customer expectations. It is important to measure service quality to understand the needs and wants of customers and to know whether they are satisfied after the service delivery. The study aims to evaluate the passengers perception towards the service quality of IndiGo Domestic Airlines. It also compares the service quality of IndiGo Domestic Airlines with the demographic details of passengers. SERVPERF model was used for measuring service quality of IndiGo airlines. The study found that the service quality of IndiGo Domestic Airlines is good and the passengers have good perception regarding the same. Here, assurance and empathy factors have highest mean score and hence these factors are highly contributing to ensure the service quality of the airline. There exists significant difference in the perception of different age group passengers. Passengers in the 41-60 age group have perceived low level of service quality on assurance and empathy as compared to other age group passengers.