Passenger Service Quality in Indian Aviation. An Investigation Using Data Envelopment Approach and Statistical Estimation

      Аннотация: Present study has been undertaken on both public and private full cost and low cost airlines operating in India for which Indian Airlines, Jet Airways, Kingfisher Airlines, IndiGo Airlines and JetLite have been taken into consideration. The main objectives of this research are to analyse the efficiency level of these three types of airlines operating in India with respect to their internal and external service quality parameters,to identify the most significant service quality factors and their impact on both internal and external customer satisfaction in three types of airlines and to develop a framework which may help to initiate some adequate measures so that all three kinds of airlines operating in India can achieve their desired passenger service quality. The respondents have been selected by random sampling method; Data Envelopment Analysis, Factor analysis, Multiple Regression Analysis have been used to analyze the data. The diverse findings in the context of internal and external service quality in Indian domestic airlines sector research lay the foundation for future investigation in a very promising but highly complex world aviation market.

Ключевые слова: data envelopment analysis, Internal & external service quality, Factor Analysis and Multiple Regressions