a cram on traveller anticipation and happiness of...

A CRAM ON TRAVELLER ANTICIPATION AND HAPPINESS OF

AIRLINE PASSENGERS WITH SPECIAL REFERENCE TO

COIMBATORE AIRPORT

*A.ROOPA **DR.R.GANDHIMATHY *** Dr.A.Y. KETTIRAMALINGAM

*M.Phil Scholar, Sri Jayendra Saraswathy Maha Vidyalaya College of Arts and Science, Coimbatore.

**Associate Professor, Sri Jayendra Saraswathy Maha Vidyalaya College of Arts and Science,

Coimbatore.

***Assistant Profossor, School of Commerce-PG, Rathnavel Subramaniam College of Arts &

Science (Autonomous), Sulur, Coimbatore.

ABSTRACT

In recent days, there is an inevitable urge for people to travel between places for their day to day

activities. In this context, Air transport is considered to be the most innovative and the fastest

transportation. There has been rapid development in this industry from being an experimental mode

to a major player of transportation system. In past years, India‟s vast airport network has engrossed

several investors both domestic and foreign. After Globalization, several low budget flights entered

India. With the entry of new carriers, the public sector also brought in innovation in its operation and

they also started to buy new aircrafts from various sources. In India brands like Indigo, Jet Airways,

Air India, Spice Jet and GoAir are famous in terms of their market share in domestic air travel. Due to

intense competition, Air India is planning to add new destinations in the upcoming years. Customer

Satisfaction is the driving force that decides the success of airlines and these brands concentrate

intensely on giving more than what their customers expect. Satisfaction is defines as the measure of

how products and services surpass or meet customer expectation.

Keywords: Tariff, Services, Cleanliness, Courteous, Loyalty.

INTRODUCTION

An Air port has amenities that facilitate to store and maintain air craft. It contains a landing area

known as runway for a plane to “take off” and comprises utility buildings such as control

towers, hangars and terminals. Large Airport has facilities like air traffic control centres, passenger

facilities such as restaurants and lounges, and emergency services. An Airport that has a helipad but

no runway is called a Heliport. If an Airport is utilised for sea planes then it is called seaplane base.

Such bases include open water stretch for takeoffs and landings and seaplane tying up docks.

An International airport offers customs and immigration facilities for passengers travelling

between countries. International airports features longer runways and facilities to accommodate the

heavier aircraft commonly used for international and intercontinental travel.

Airport management has become refined in recent days. Detailed technical standards have

been developed to ensure safety and common coding systems implemented to provide global

consistency. The physical structures that serve millions of individual passengers and flights are

among the most complex and interconnected in the world. There are 1,200 international airports

around the globe and two billion international passengers handling 50 million metric tonnes of cargo

passing through them annually. Airports have landside and airside. Landside has areas namely check-

in, parking lots, public transport railway stations and access roads. Airside means areas that are easily

An Open Access, Peer Reviewed, Refereed, Online and Print International Research Journalwww.icmrr.org 1 [email protected]

INTERCONTINENTAL JOURNAL OF MARKETING RESEARCH REVIEWISSN:2321-0346 - ONLINE ISSN:2347-1670 - PRINT -IMPACT FACTOR :5.603VOLUME 6, ISSUE 2, FEBRUARY 2018

https://en.wikipedia.org/wiki/Control_tower



https://en.wikipedia.org/wiki/Hangar

https://en.wikipedia.org/wiki/Airport_terminal

https://en.wikipedia.org/wiki/Airport_lounge

https://en.wikipedia.org/wiki/Emergency_service

https://en.wikipedia.org/wiki/Customs

https://en.wikipedia.org/wiki/Immigration

https://en.wikipedia.org/wiki/Country

https://en.wikipedia.org/wiki/Runway

https://en.wikipedia.org/wiki/Airport_check-in


https://en.wikipedia.org/wiki/Parking_lot

https://en.wikipedia.org/wiki/Public_transport

https://en.wikipedia.org/wiki/Railway_station

https://en.wikipedia.org/wiki/Road

reachable to aircraft, including runways and taxiways. The means of access between these areas are

strictly controlled at all airports Most Airports enclose premium and VIP services. The premium and

VIP services contain express check-in and dedicated check-in counters. Airports also shift cargo.

AIRPORT CLASSIFICATION

International Airports: These are available for scheduled international operations by Indian

and foreign carriers and hence called international airports. Presently, Mumbai, Delhi, Chennai,

Calcutta and Thiruvananthapuram are in this category.

Domestic Airports- Customs Airports with limited international operations: These have

customs and immigration facilities for limited international operations by national carriers and for

foreign tourist and cargo charter flights. These include Bangalore, Hyderabad, Ahmadabad, Calicut,

Goa, Varanasi, Patna, Agra , Jaipur, Amritsar, Tiruchirapally, Coimbatore, Lucknow.etc.

Model Airports: These domestic airports have minimum runway length of 7500 feet and

adequate terminal capacity (400 passengers or more) to handle Airbus 320 type of aircraft. These can

cater to limited international traffic also, if required. These include Bhubaneswar, Guwahati, Nagpur,

Vadodara, Imphal and Indore.

EXISTING POSITION

There are 464 airports/airstrips in the country. Among these, the AAI owns and manages 125

airports and 26 civil enclaves at defence airfields and provides air traffic services over the entire

Indian airspace and adjoining oceanic areas.

In 2013-14, all Indian airports/civil enclaves handled 1.54 Million aircraft movements involving

46.62 Million domestic and 122.29 Million international passengers, and 1.4 Million metric

tonnes of domestic and 1.44 Million metric tonnes of International cargo. 77.6% of traffic was

handled by top ten airports at Delhi, Mumbai, Chennai, Bangalore, Kolkata, Hyderabad, Cochin,

Ahmedabad, Goa and Pune. Presently, the various airlines are operating only through 90

airports. The remaining are lying unutilised, at best handling occasional aircraft operations.

FUTURE TRENDS

Air Traffic Statistics and Traffic forecasts are the most comprehensive tool to analyze the future

traffic demand. The air traffic forecast give the probable picture of the growth scenario and allow the

top management to monitor the current status of air traffic management and to anticipate and plan

future development needs such as airport planning, expansion/renovation etc.

1.2 NEED OF THE STUDY

In the past few years, the growth of Airline Industry is influenced by Privatization and

liberalization. What had once been a fully government owned sector is now open to private investors

who provide sophisticated and low cost carrier service to its customers. The facilities available in

these air ports and the services provided plays an impact on the satisfaction of Air travel Passengers.

Air line Services has three processes: pre–flight, in–flight and post–flight services. A deep study on

the perception, expectation and satisfaction of passengers is necessary to give better service to the

customers of Airlines. The company needs to get information from various sources on their services,

how customers perceive the services offered etc to improvise their service. Thus, this study is

conducted to highlight various factors that influences and satisfies Airline passengers.



https://en.wikipedia.org/wiki/Taxiway


1.3 STATEMENT OF PROBLEM

The factors that influence success in airlines services are the facilities offered, amenities provided,

tariff structure, on the ground service, in-flight services, ease and comforts of travelling. Highly

satisfied Customers is the challenging criteria for any airline industry. Unsatisfied experience of

clients will influence the buying decision of customer and be may be in the verge of choosing another

airline. To cope with the intense competition the airliners should believe that their customers are their

core concept and satisfying them should ne their utmost criteria. Customer satisfaction is viewed from

two point of views - internal and external. Internal is based on the conformance to specifications.

External is based on relative customer- perceived quality. The expectation and perception of

customers with regard to airline services should be analysed to produce personalized service in the

aviation industry.

1.4 OBJECTIVES OF THE STUDY

To understand the expectations of air travel passengers with airlines operating in Coimbatore

Airport.

To analyse how the airline passengers perceive the services offered by airliners.

To tender suggestions to Airlines on measures to be adopted to improve the service offered by

airliners.

To know the satisfaction of passengers with regard to reservation, boarding and in- flight

facilities.

To provide suitable suggestions to improve airline industries.

1.5 METHODOLOGY OF THE STUDY

The validity of any research depends on the systematic method of collecting the data and analyzing

the same in a sequential order. Methodology presents the Sample, Sampling design, Period of the

study, Frame work of Analysis.

1.5.1 SAMPLE

There is a steady increase in the movement of passengers in Coimbatore Airport availing the

service of both domestic and international flights. There were an average movement of 2,104,904 of

passengers during the year 2016-17 and 20,722 flights were operated according to Airports

Authority of India. Out of these enormous number of passengers utilising Coimbatore Airport, Field

survey was conducted with a sample of 150 respondents were selected. To get the representative

samples, the respondents were selected at random of the respondents utilising both domestic and

international flight services.

1.5.2 SAMPLING DESIGN

A sample design is defined as the preparation that helps to obtain information from the given

population. The primary data was collected through the questionnaires from a sample of 150

respondents utilising both the domestic and international services of Coimbatore Airport.

1.5.3 DATA SOURCES

The study used both primary data and secondary data. The focus of the study is to analyze the

attitude, perception and expectation of domestic and international flight passengers available in

Coimbatore Airport.



A) PRIMARY DATA: Primary data was utilized to collect majority of data. Questionnaire was

distributed among the domestic and international passengers belonging to varied background in

Coimbatore Airport based on their demographic aspects like age, sex, occupation, educational

qualification; occupational status, family size and family monthly income were selected for the study.

B) SECONDARY DATA: National and international journals, newspaper, magazines, articles and

various other records were utilized to gather information about the study. A number of standard text

books on service quality were studied in the domain of customer expectation and behaviour for the

purpose of this research.

1.5.4 PERIOD OF THE STUDY

The study was confined to a period of One Years (2016-2017). Reviewing the relevant literature

and the conceptual frame work took one month. Preparation of the questionnaire and the data

collection from the primary sources took a period of five months. Preparing the table and data

analysis took another four months. The interpretation and the presentation of the data in the form of

the report covered a period of two months.

1.5.5 FRAME WORK OF ANALYSIS

The following tools of analysis were used in the study.

A) PERCENTAGE ANALYSIS

B) AVERAGE RANK ANALYSIS

C) CHI – SQUARE TEST

D) ANALYSIS OF VARIANCE

1.6 REVIEW OF LITERATURE

Dr.Makarand M Upadhaya (2012) has focused on customer complaint and its quick resolution.

In Airlines industry customer complains plays a vital role in customer satisfaction. He focused on 2

types of complain, controlled complaint are those which is under control such as fare related

problems, flight delays, misbehaviour by staff, etc. and uncontrolled are those such as weather

problems, technical fault, etc. So for solving these problems trained staff is required who can

effectively minimize or handle these problems.

R.Archana And Dr.M.V.Subha (2012) have studied the factors which influences on passenger

satisfaction. They have identified that Cuisines provided, seat comfort, safety these factors have an

important role in customer satisfaction. They have also found that customer satisfaction depends on

personal entertainment, which is an important factor in flying decisions of passenger. According to

their study online seat booking, call centre facilities and reservation/cancellation is highest

influencing factor in flying decisions of the passengers.

Mohammad. J. Tarokh and Mahmoud Majidi (2013) customer relationship management has a

vital role in satisfaction of Airlines services. The marketers should understand the customer needs

and wants to satisfy those needs. For that building a good relation is very important with the

customers. They have talked about Airline e-CRM which provides an understanding of customer

behaviour and enables airlines to measure results of marketing changes. E-CRM supports fully digital

information exchange between airlines and customers, reduced cost of a customer contact. It also

helps to dynamically adapt to customer behaviors.



Dariush Rafati and Peyman Shokrollahi (2013) have talked about the gap between customer

expectations and perceptions about services. They have said that according to the educational level

the expectation of the customer differs. They have also said that gap between customer's expectations

and perceptions in airline service attributes help top managers to understand which services are

important to customers and which services are consistent to customers‟ perceptions.

1.7 SCOPE OF THE STUDY

There are millions of people utilising the domestic and international services in Airport. There is a

rapid development in technology that caters to the expectation and satisfaction of passengers. It is of

utmost importance to understand what the customers availing the services of airport perceive them

and their expectation about them. The factors that pertain to the satisfaction of airline passengers of

Coimbatore Airport has not been fully investigated in previous airline service studies.

1.8 LIMITATIONS OF THE STUDY

This study is carried only in Coimbatore Airport. Conclusion that was drawn from the study may

or may not be applicable to other airports.

Due to the time constraint, the researcher constrained the sample size to 150 respondents only.

The respondents own perception influenced the information gathered. The reliability and quality

of the collected data depends on the circumstances, expectation and perception of the

respondents.

1.9 ANALYSIS AND INTERPRETATION

Data analysis, also known as analysis of data or data analytics, is a process of inspecting,

Cleansing, transforming, and modeling data with the goal of discovering useful information,

suggesting conclusions, and supporting decision-making. Data analysis has multiple facets and

approaches, encompassing diverse techniques under a variety of names, in different business, science,

and social science domains.

TABLE NO.: 1 GENDER OF THE RESPONDENTS

GENDER NO.OF THE RESPONDENTS PERCENTAGE

MALE 94 63

FEMALE 56 37

TRANS GENDERS 0 0

TOTAL 150 100

(SOURCE: PRIMARY DATA)

INTERPRETATION

The above table shows that out of 150 respondents taken for the study, 63% of the respondents are

male and 37 % of the respondents are female.

The majority of the respondents 63 % are male.



https://en.wikipedia.org/wiki/Data_cleansing

https://en.wikipedia.org/wiki/Data_transformation

https://en.wikipedia.org/wiki/Data_modeling

https://en.wikipedia.org/wiki/Data

TABLE NO.: 2 AGE OF THE RESPONDENTS

AGE NO.OF THE RESPONDENTS PERCENTAGE

BELOW 30 YEARS 35 26

30-40 YEARS 57 33

40-50 YEARS 43 31

ABOVE 50 YEARS 15 10

TOTAL 150 100


INTERPRETATION

The above table reveals that, out of the respondents taken for the study, 26 % of the respondents

are in the age group of Below 30 years, 33 % of the respondents are between the age group 30 – 40

years, 31 % of the respondents are between 40 – 50 years, 10 % of the respondents are in the age

group of above 50 years.

The overall table indicates that the highest percentage of the respondents belong to the age group

between 30-40 years.

TABLE NO.: 3 MARITAL STATUS OF THE RESPONDENTS

AGE NO.OF THE RESPONDENTS PERCENTAGE

MARRIED 102 68

UNMARRIED 48 32

TOTAL 150 100


INTERPRETATION

The above table shows that out of 150 respondents taken for the study, 68 % of the respondents are

unmarried and 32 % of the respondents are married respectively.

Majority of the respondents are married.

TABLE NO.: 4 EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

QUALIFICATION NO.OF THE RESPONDENTS PERCENTAGE

SCHOOL LEVEL 14 9

COLLEGE LEVEL 57 38

PROFESSION 45 29

OTHERS 36 24

TOTAL 150 100


INTERPRETATION

The above table indicates that out of 150 respondents, 9% respondents belong to school level, 38 %

respondents belong to college level, 29 % of the respondents belong to professionals and 24 % of

respondents are others respectively.

The table shows that the maximum percentage of the respondents belongs to college level

educational qualification.



TABLE NO.:5 OCCUPATION OF THE RESPONDENTS

OCCUPATION NO.OF THE RESPONDENTS PERCENTAGE

EMPLOYED 45 30

BUSINESS 49 33

PROFESSION 33 22

OTHERS 23 15

TOTAL 150 100


INTERPRETATION

The above table reveals that 30 % of the respondents are employed, 33 % of the respondents are

business, 22 % of the respondents are professional and remaining 15% of the respondents are others.

Majority of the respondents are occupied in the business category.

TABLE NO.: 6 MONTHLY INCOME OF THE RESPONDENTS

MONTHLY INCOME NO.OF THE RESPONDENTS PERCENTAGE

BELOW 20000 34 23

20001 – 50000 67 45

50001 – 100000 38 25

ABOVE 100000 11 7

TOTAL 150 100


INTERPRETATION

The above table clearly says that 23% falls under the income group of below Rs. 20000, 45% fall

under the income group of Rs. 20001 – Rs. 50000, 25 % falls under the income group of Rs. 50001

– 100000 and 7 % falls under the income group of above Rs.100000 respectively.

The maximum percentage of the respondents fall under the income group of Rs.20001 – 50000.

TABLE NO.: 4.7 PREFERENCE OF SERVICE PROVIDERS

SERVICE PROVIDERS NO.OF THE RESPONDENTS PERCENTAGE

AIR INDIA 34 23

SPICE JET 25 17

JET AIRWAYS 47 31

INDIGO 36 24

SINGAPORE AIRLINES 8 5

TOTAL 150 100


INTERPRETATION

The above table reveals that out of 150 respondents, 23 % of respondents prefer Air India,

17% of respondents prefer Spice Jet, 31 % of the respondents prefer Jet Airways, 24 % of the

respondents prefer Indigo and 8 % of the respondents prefer Air Arabia.

Majority of the respondents 31 % prefer Jet Airways for service provider.



TABLE NO.: 8 FREQUENCY OF AIR TRAVEL

FREQUENCY NO.OF THE RESPONDENTS PERCENTAGE

OCCASIONAL 32 21

REGULAR 70 47

FREQUENT 48 32

TOTAL 150 100


INTERPRETATION

The above table reveals that out of 150 respondents, 21% of the respondents travel occasionally,

47 % of the respondents travel regularly, 32 % of the respondents travel frequently.

Majority of the respondents 47 % travel regularly.

TABLE NO.: 9 UTILISATION OF OFFERS PROVIDED BY AIRLINES

UTILISATION OF OFFERS NO.OF THE RESPONDENTS PERCENTAGE

OCCASIONAL 27 18

REGULAR 63 42

FREQUENT 47 31

SEASONAL 13 9

TOTAL 150 100


INTERPRETATION

The above table reveals that out of 150 respondents, 18% of respondents prefer occasional offers,

42 % of respondents prefer regular offers, 31 % of respondents prefer frequent offers and 9% of

respondents prefer seasonal offers.

Majority of the respondents 42 % belong to regular utilisation of offers.

TABLE NO.: 10 REDUCTION OF TARIFF BY UTILISATION OF OFFERS

REDUCTION OF TARIFF NO.OF THE RESPONDENTS PERCENTAGE

BELOW Rs. 5000 109 73

Rs.5001 – Rs.10000 26 17

Rs.10001 –Rs. 20000 9 6

ABOVE Rs.20000 6 4

TOTAL 150 100


INTERPRETATION

The above table shows that 73 % of the respondents fall under the group of below Rs. 5000,

17 % of the respondents fall under the group between Rs. 5001 – Rs.10000, 6 % of the respondents

fall under the category of between Rs. 10001 – Rs. 20000 and 4 % of the respondents fall under the

category of above Rs. 20000 respectively.

The maximum percentage of the respondents 73% falls under the category of below Rs.5000



TABLE NO.: 11 PUPOSE OF AIR TRAVEL

PURPOSE NO.OF THE RESPONDENTS PERCENTAGE

BUSINESS 78 52

HOLIDAY 33 22

CONVEYANCE 30 20

OTHERS 9 6

TOTAL 150 100


INTERPRETATION

The above table shows that 52 % of the respondents utilize Airways on business, 22 % of the

respondents utilise Air ways on holidays, 20% of the respondents utilize Airways for conveyance and

6% of respondents utilise Air ways for other purposes.

Majority of the respondents utilize Air ways for Business purpose.

TABLE NO.: 12 NUMBER OF AIR TRAVEL MADE IN A YEAR

NO. OF AIR TRAVEL MADE NO.OF THE RESPONDENTS PERCENTAGE

BELOW 4 TIMES 74 49

5 -8 TIMES 53 36

9 – 12 TIMES 15 10

ABOVE 12 TIMES 8 5

TOTAL 150 100


INTERPRETATION

The above table shows that 49 % of respondents travel below 4 times in an year, 36 % of

respondents travel 5-8 times in an year, 10 % of respondents travel 9- 12 times in an year and 5 %

of respondents travel above 12 times in an year.

Majority of the respondents 49 % travel below 4 times in a year.

TABLE NO.: 13 AMOUNT SPENT FOR AIR TRAVEL

AMOUNT SPENT NO.OF THE RESPONDENTS PERCENTAGE

BELOW Rs.10000 17 11

Rs.10001–Rs. 20000 32 21

Rs.20001–Rs. 50000 53 36

ABOVE Rs. 50000 48 32

TOTAL 150 100


INTERPRETATION

The above table shows that 11 % of respondents spend below Rs. 10000 on Air travel, 21 % of

respondents spend Rs. 10001 – Rs.20000 on Air travel, 36 % of respondents spend Rs. 20001 –Rs.

50000 on Air travel, and 32 % of respondents spend above Rs. 50000 on Air travel.

Majority of the respondents 36 % spend Rs. 20001 –Rs. 50000 on Air travel.



TABLE NO.: 14 SELECTION OF FLIGHT SERVICE

FLIGHT SERVICE NO.OF THE RESPONDENTS PERCENTAGE

SINGLE CONNECTING 73 48

NON – STOP 25 17

CONVENIENT 52 35

TOTAL 150 100


INTERPRETATION

The above table shows that 48% of the respondents select single connecting flight, 17% of the

respondents select non – stop flight, 35% of the respondents select convenient flights.

Majority of the respondents 48 % select flight service on single connection.

TABLE NO.: 15 CLASS OF TRAVELLING

CLASS OF TRAVEL NO.OF THE RESPONDENTS PERCENTAGE

BUSINESS 63 42

ECONOMY 87 58

TOTAL 150 100


INTERPRETATION

The above table shows that out of 150 respondents, 42% of the respondents utilize business class

for travelling and 58 % of the respondents utilize economy class for travelling.

Majority of the respondents 58 % utilize economy class for travelling.

TABLE NO.: 16 OPINION ON PRICE TARIFF, QUALITY & SERVICE & SAFETY OF

AIRLINES

OPINION PRICE TARIFF QUALITY & SERVICE

SAFETY OF

AIRLINES

RESPONDENT % RESPONDENT % RESPONDENT %

VERY HIGH 29 19 34 23 47 32

HIGH 57 38 56 37 54 36

MODERATE 43 29 48 32 38 25

LOW 21 14 12 8 11 7

TOTAL 150 100 150 100 150 100


INTERPRETATION

The above table shows that out of 150 respondents, 38 % of the respondents feel price tariff is

high, 37 % of the respondents feel the quality and service of the Airlines high, 36% of the

respondents feel the safety of the Airlines high.

29% of the respondents feel the price tariff of the Airlines moderate, 32 % of the respondents feel

quality and service of the Airlines to be moderate and 32% of the respondents feel the safety of the

Airlines as very high.



19 % of the respondents feel the price tariff of the Airlines very high, 23% of the respondents feel

quality and service of the Airlines to be very high, 25 % of the respondents feel the safety of the

Airlines to be moderate.

14 % of the respondents feel the price tariff of the Airlines low, 8% of the respondents feel quality

and service of the Airlines to be low and 7% of the respondents feel the safety of the Airlines to be

low.

Majority of the respondents i.e. 38 % of the respondents feel price tariff is high, 37 % of the

respondents feel the quality and service of the Airlines high, 36% of the respondents feel the safety of

the Airlines high.

TABLE NO.: 17 BOOKING OF AIR CRAFTS

BOOKING OF AIRCRAFTS NO.OF THE RESPONDENTS PERCENTAGE

ONLINE 43 29

TRAVEL AGENTS 57 38

AIRLINE OFFICE 37 25

OTHERS 13 8

TOTAL 150 100


INTERPRETATION

The above table shows that out of 150 respondents 29% of the respondents book Aircrafts on

online, 38% of the respondents book Aircrafts through travel agents, 25 % of the respondents book

Aircrafts through Airline office and 8 % of the respondents book Aircrafts through other sources.

Majority of the respondents 38% book Aircrafts through travel agents.

TABLE NO.: 18 RESERVATION PROCEDURE

RESERVATION PROCEDURE NO.OF THE RESPONDENTS PERCENTAGE

CONVENIENCE 47 31

ACCURACY 43 29

EFFICIENCY 38 25

PROVIDING SEATS 22 15

TOTAL 150 100


INTERPRETATION

The above table shows that 31 % of the respondents feel convenient with the reservation

procedure, 29 % of the respondents feel accurate with the reservation procedure, and 25% of the

respondents feel efficient with the reservation procedure and 15 % of respondents feel providing

seats important in reservation procedure.

Majority of the respondents 31 % feel convenient with the reservation procedure.



TABLE NO.:19 CONVENIENCE OF BOARDING

CONVENIENCE NO.OF THE

RESPONDENTS PERCENTAGE

EASE OF OBTAINING BOARDING PASS 53 35

BAGGAGE HANDLING & WAITING TIME 38 25

EFFICIENCY OF CHECK IN 27 19

BAGGAGE SECURITY 32 21

TOTAL 150 100


INTERPRETATION

The above table shows that 35 % of the respondents feel at ease in obtaining the boarding pass, 25

% of the respondents feel convenient in baggage handling and waiting time, 19% of the respondents

feel efficient in check in and 21 % of respondents feel convenient in baggage security.

Majority of the respondents 35 % feel at ease in obtaining the boarding pass.

TABLE NO.:20 PREFERENCE OF CHECK IN PROCEDURE

CHECK IN PROCEDURE NO.OF THE RESPONDENTS PERCENTAGE

WAITING IN LINE 56 37

CHECK IN STAFF 51 34

CHECK IN PROCESS 43 29

TOTAL 150 100


INTERPRETATION

The above table shows that 37% of the respondents feel comfortable about waiting in line, 34% of

the respondents feel satisfied in courteous of the check in staff, 29% of the respondents prefer the

comfort in the check in process.

Majority of the respondents 37 % feel comfortable about waiting in line.

TABLE NO.:21 SECURITY SCREENING PROCEDURE

SECURITY SCREENING NO.OF THE RESPONDENTS PERCENTAGE

SECURITY STAFFS 41 27

SENSE OF SECURITY 57 38

WAITING TIME 52 35

TOTAL 150 100


INTERPRETATION

The above table shows that 27% prefer courteousness of the security staffs, 38% of the respondents

prefer a sense of security in the security screening procedure, 35 % of the respondents prefer less

waiting time.

38% of the respondents prefer a sense of security in the security screening procedure.



TABLE NO.: 22 PREFERENCE OF IMMIGRATION AND CUSTOMS PROCEDURE

IMMIGRATION &CUSTOMS

PROCEDURE

NO.OF THE

RESPONDENTS PERCENTAGE

STAFF 43 29

WAITING TIME 51 34

BOARDING PROCESS 56 37

TOTAL 150 100


INTERPRETATION

The above table shows that 29% of the respondents prefer courteousness of staff in

immigration and customs procedure, 34 % of the respondents prefer less waiting time , 37% of the

respondents prefer easiness in boarding process.

37% of the respondents prefer easiness in boarding process.

TABLE NO.: 23 PREFERNCE OF IN – FLIGHT ENTERTAINMENT

IN – FLIGHT ENTERTAINMENT NO.OF THE RESPONDENTS PERCENTAGE

IN BOUND & OUTBOUND THEATRES 57 38

ENTERTAINMENT APPLIANCES 51 34

NEWSPAPERS, MAGAZINES ETC 42 28

TOTAL 150 100


INTERPRETATION

The above table shows that 38% of the respondents prefer inbound and outbound theatres as in-

flight entertainment, 34% of the respondents prefer entertainment appliances, 28% of the respondents

prefer newspapers and magazines.

Majority of the respondents 38% prefer inbound and outbound theatres as in-flight entertainment.

TABLE NO.: 24 PREFERENCE OF IN- FLIGHT FACILITIES AND COMFORT

IN-FLIGHT FACILITIES NO.OF THE RESPONDENTS PERCENTAGE

SERVICES 61 41

SAFETY 24 16

COMFORT 38 25

ON BOARD MEALS 27 18

TOTAL 150 100


INTERPRETATION

The above table shows that 41% of the respondents prefer quality of services as in-

flight facilities and comfort, 16 % of the respondents prefer safety, 25% of the respondents prefer

comfort, 18 % of the respondents prefer on board meals.

41% of the respondents prefer quality of services as in- flight facilities and comfort



TABLE NO.:25 EXPECTATION ABOUT CABIN CREW SERVICES

CABIN CREW SERVICES NO.OF THE RESPONDENTS PERCENTAGE

CORDIAL WELCOME 55 37

ATTITUDE OF CREW 43 29

EFFICIENCY OF CHECK IN 52 34

TOTAL 150 100


INTERPRETATION

The above table shows that 37% of the respondents expect cordial welcome, 29 % of the

respondents expect cordial attitude of the cabin crew, 34 % of the respondents expect efficiency in

check in.

Majority of the respondents 37 % expect cordial welcome.

TABLE NO.: 26 PREFERENCE ABOUT INTERIORS OF CABIN

INTERIORS OF CABIN NO.OF THE RESPONDENTS PERCENTAGE

CLEANLINESS 45 30

QUIETNESS 47 31

TEMPERATURE 33 22

COMFORTABLE SEATS 25 17

TOTAL 150 100


INTERPRETATION

The above table shows that 30% of the respondents prefer cleanliness, 31% of the respondents

prefer quietness, 22 % of the respondents prefer temperature and 17 % of the respondents prefer

comfortable seats.

31% of the respondents prefer quietness about interiors of cabin.

TABLE NO.:27 PREFERENCE ABOUT FOOD AND BEVERAGE

FOOD AND BEVERAGE NO.OF THE RESPONDENTS PERCENTAGE

OUTDOOR CATERING 37 25

QUALITY OF MEALS 51 34

VARIETY OF MEALS 39 26

PRICE 23 15

TOTAL 150 100


INTERPRETATION

The above table shows that 25% of the respondents prefer outdoor catering, 34% of the

respondents prefer quality of meals, 26 % of the respondents prefer variety of meals and 15% of the

respondents prefer price.

34% of the respondents prefer quality of meals in the airlines & airport.



TABLE NO.:28 CHI SQUARE ANALYSIS BETWEEN THE AGE OF RESPONDENTS AND

THE SERVICE PROVIDER

SERVICE

PROVIDER

AGE

BELOW 30

YEARS

30-40

YEARS

40-50

YEARS

ABOVE

50 YEARS

TOTAL

AIR INDIA 7 12 12 3 34

SPICE JET 9 8 7 1 25

JET AIRWAYS 8 27 4 8 47

INDIGO 9 6 18 3 36

SINGAPORE

AIRLINES

2 4 2 0 8

TOTAL 35 57 43 15 150

There is relationship between the service provider age level and the providing in table no.28. The

calculated value for the observed frequencies that the calculated value is less the table value and

hence the null hypothesis that “There is relationship between the age levels of the service provider

using in the one day valuable” has been accepted. Thus from this analysis can be concluded that there

is no relationship between the age level and the service provider using in the one day valuable.

TABLE NO.:29 CHI SQUARE ANALYSIS BETWEEN THE AGE OF RESPONDENTS AND

THE TIMES OF TRAVEL

TIMES OF

TRAVEL

AGE

BELOW 30

YEARS

30-40

YEARS

40-50

YEARS

ABOVE 50

YEARS

TOTAL

BELOW 4 TIMES 16 23 31 4 74

5 -8 TIMES 12 25 7 9 53

9 – 12 TIMES 4 6 3 2 15

ABOVE 12 TIMES 3 3 2 0 8

TOTAL 35 57 43 15 150

There is relationship between the educational age of level and the providing in table no.29. The

calculated value for the observed frequencies that the calculated value is more than the table value

and hence the null hypothesis that “there is no relationship between the age level of the time

travelling usage in the one day valuable” has been rejected. Thus from this analysis can be concluded

that there is relationship between the age level and time of travel usage in the one day valuable.

TABLE NO.: 30 CHI SQUARE ANALYSIS BETWEEN THE OCCUPATION OF

RESPONDENTS AND THE TIMES OF TRAVELLING

OCCUPATION

TIMES OF TRAVEL

BELOW 4

TIMES

5 -8

TIMES

9 – 12

TIMES

ABOVE

12 TIMES

TOTAL

EMPLOYED 23 13 5 4 45

BUSINESS 33 7 7 2 49

PROFESSION 11 19 2 1 33

OTHERS 7 14 1 1 23

TOTAL 74 53 15 8 150



There is relationship between the occupation status and the providing in table no.30. The calculated

value for the observed frequencies that the calculated value is less than the table value and hence the

null hypothesis that “there is no relationship between the occupation statuses of the time travelling

usage in the one day valuable” has been accepted. Thus from this analysis can be concluded that there

is relationship between the occupational status and time of travel usage in the one day valuable.

TABLE NO.: 31 CHI SQUARE ANALYSIS BETWEEN THE OCCUPATION OF

RESPONDENTS AND THE UTILISATION OF OFFERS

OCCUPATION

UTILISATION OF OFFERS

BELOW

Rs. 5000

Rs.5001 –

Rs.10000

Rs.10001 –

Rs. 20000

ABOVE

Rs.20000

TOTAL

EMPLOYED 34 7 2 2 45

BUSINESS 29 13 4 3 49

PROFESSION 26 4 2 1 33

OTHERS 20 2 1 0 23

TOTAL 109 26 9 6 150

There is relationship between the occupation status and the providing in table no.4.33.The

calculated value for the observed frequencies that the calculated value is less than the table value and

hence the null hypothesis that “there is no relationship between the occupation statuses of the

utilisation of offers in the one day valuable” has been accepted. Thus from this analysis can be

concluded that there is relationship between the occupational status and utilisation of offers in the

one day valuable.

TABLE NO.: 32 WEIGHTED AVERAGE WITH RANK

PARTICULARS A B C D TOTAL WA RANK

PRICE TARIFF 33 72 156 116 377 94.25 1

QUALITY & SERVICE 57 86 96 72 311 77.75 2

A - VERY HIGH B- HIGH C- MODERATE D- LOW

TABLE NO.: 33 WEIGHTED AVERAGE WITH RANK

PARTICULARS A B C D E TOTAL WA RANK

ACCESSIBILITY 90 80 36 14 3 223 44.6 2

CORDIALITY 105 40 39 24 4 212 42.4 4

FARE INFORMATION 90 64 36 20 4 214 42.8 3

COMFORT ABILITY 55 80 54 14 4 207 41.4 5

CLEANLINESS 105 64 42 14 2 227 45.4 1

A - HIGHLY SATISFIED B – SATISFIED C – NEUTRAL D - DISSATISFIED E –

HIGHLY DISSATISFIED

TABLE NO.:34 WEIGHTED AVERAGE WITH RANK

PARTICULARS A B C TOTAL WA RANK

DEPARTURE & ARRIVAL TIME 11 64 321 396 132.0 6

BETTER CONNECTIVITY 8 48 354 410 136.6 3

AIR FARE 7 34 378 419 139.6 1

SEAT AVAILABILITY 6 74 321 401 133.6 4



PERSONAL PREFERENCE 5 82 312 399 133 5

AIR CRAFT PREFERENCE 7 48 357 412 137.3 2

A – NOT AT ALL IMPORTANT B – SOMEWHAT IMPORTANT C –VERY

IMPORTANT

TABLE NO.: 35 ANOVA GENDER AND FREQUENCY OF AIR TRAVEL

GENDER N MEAN

MALE 94 3.44

FEMALE 56 4.25

TRANS GENDERS 0 0

TOTAL 150 4.35

SUM OF

SQUARES

DF MEAN

SQUARE

F SIG

BETWEEN

GROUPS

26.762 2 13.381 5.642 .023

WITHIN

GROUPS

863.261 147 5.872

Since the significant is smaller than A=0.05 the null hypothesis is rejected i.e., gender does not

influence the air travel.

TABLE NO.:36 FLIGHT SERVICE AND IMMIGRATION AND CUSTOMS PROCEDURE

THAT THE AIRLINE PASSENGER PREFERS

FLIGHT SERVICE N MEAN

SINGLE CONNECTING 73 3.44

NON – STOP 25 1.86

CONVENIENT 52 1.57

TOTAL 150

SUM OF

SQUARES

DF MEAN

SQUARE

F SIG

BETWEEN

GROUPS

2.357 3 0.785 1.009 0.404

WITHIN

GROUPS

134.324 146 0.92

Since the significant is smaller than A=0.05 the null hypothesis is rejected i.e., flight service does

not influence immigration and customs procedure that the airline passenger prefers.

1.10 FINDINGS, SUGGESTIONS AND CONCLUSIONS

FINDING OF THE STUDY

This chapter deals Findings, Suggestion and Conclusion of the study.

Majority of the respondents 63 % are male.

The highest percentage of the respondents belongs to the age group between 30-40 years.

Majority of the respondents are married.

Maximum percentage of the respondents belongs to college level educational qualification.

Majority of the respondents are occupied in the business category.

Maximum percentage of the respondents fall under the income group of Rs.20001 – 50000.



Majority of the respondents 31 % prefer Jet Airways for service provider.

Majority of the respondents 47 % travel regularly.

Majority of the respondents 42 % belong to regular utilisation of offers.

Maximum percentage of the respondents 73% falls under the category of below Rs.5000

Majority of the respondents utilize Air ways for Business purpose.

Majority of the respondents 49 % travel below 4 times in a year.

Majority of the respondents 36 % spend Rs. 20001 –Rs. 50000 on Air travel.

Majority of the respondents 31 % feel convenient with the reservation procedure.

Majority of the respondents 35 % feel at ease in obtaining the boarding pass.

Majority of the respondents 37 % feel comfortable about waiting in line.

Majority of respondents 38% of the respondents prefer a sense of security in the security

screening procedure.

Most of the respondents prefer easiness in boarding process.

Majority of the respondents 38% prefer inbound and outbound theatres as in-flight

entertainment.

Most of the respondents 41% prefer quality of services as in- flight facilities and comfort

Majority of the respondents 37 % expect cordial welcome.

Most of the respondents prefer quietness about interiors of cabin.

Majority of the respondents 34% prefer quality of meals in the airlines & airport.

SUGGESTIONS

The rapport with the customer can be improved through better means of technology and

communications.

Efforts to be made to study the aspects that dissatisfy the consumers and measures to be taken

to eradicate such aspects.

Redressal of customer complaints should be looked into at the earliest.

It is suggested that the airport and airline officials can make their operation flexible to adjust

to the requirements of passengers.

It is also suggested that the airliners should take all possible efforts to convert a customer into

loyal customer.

CONCLUSIONS

Customer satisfaction is an asset to any organization. This is absolutely true. Hence, in

order to maintain the customers, the airliners need to ensure that its services are available at the right

time for the customers. It is a comprehensive approach for building long term customer relationship

and improving airliners performance. Gathering all the information about customers help airlines to

develop customer insights and enhance customer interaction. The enhancement in the quality of

service is a means towards better profitability. Therefore, investing money in advanced technologies

alone may not solve the problems, but to prioritize airliners activities in the way they could enhance

the degree of quality perceived by passengers. This will result in providing attractive services to the

customers. Due to the promise that, if customers‟ satisfaction level could be sustained, it could

probably build their loyalty toward the company.



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