Service Quality Measurement and Customer Retention in Airlines Industry in India

Abstract

First chapter titled Introduction : This chapter includes the definitions and concept of SERVQUAL and AIRQUAL models. Further, the chapter also explains about the various dimensions of service quality in the context of airline industry. In addition to this, the statement of the problem, origin of the study has been included in this chapter. Second chapter titled Literature Review : This chapter covers the critical review on SERVQUAL dimensions (AIRQUAL). In this chapter the extant literature has been critically reviewed in the area of how perceived quality influence the customer satisfaction and further, how the satisfaction influences the customer retention. Third chapter titled Research Methodology : This chapter presents the significance of the study, scope of the study, research objectives and hypotheses, sampling design, sampling procedure, questionnaire / instrument development and statistical tools applied in the study. xvi Fourth chapter titled Data Analysis and Interpretation : This chapter includes the application of various statistical tools to analyze the data. The data so analyzed has been interpreted in this chapter. Further, this chapter also shows the outcomes of all the objectives and hypotheses and the proposed model. Fifth chapter titled Findings, Conclusion and Suggestions : This chapter summarizes all the findings and connects the findings with the extant literature for their further validation. This chapter also presents conclusion of the study, scope for future research, and managerial and academic implications of the study and limitations. newline