A STUDY ON THE DETERMINANTS OF SERVICE QUALITY IN AIRLINE SECTOR AT TIRUCHIRAPPALLI AIRPORT

The objective of this study is to investigate the levels of satisfaction and the importance attributed to overall airline service quality and select attributes of air passengers of Tiruchirappalli Airport. The level of importance attributed to airline amenities increased with flight frequency. Perceptions of airline quality may vary between different nationalities and different socioeconomic groups. Differences between the short- and long-haul flights, as well as domestic and international services could also exist. Airline managers need to foster loyalty by improving passengers' airline experience. This could be achieved by differentiating airline services to the segmented groups of passengers. The service quality factors with dominants attributes or variables are highlighted in this study.