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3) ZENITH
International Journal of Multidisciplinary Research
Vol.2 Issue 2, February 2012, ISS N 2231 5780
Title: A STUDY ON SERVICE QUALITY AND PASSENGER SATISFACTION
ON INDIAN AIRLINES.
Author: R. ARCHANA and DR.M.V.SUBHA
According to R. ARCHANA and DR.M.V.SUBHA they have studied the issues which has a big effect on passenger’s
gratification. They have found that Cuisines provided, seat comfort, safety these factors have a chief role in customer
satisfaction. They have also found that customer gratification depends on personal entertainment, and it is an
important factor in flying decisions of passenger. According to their study online seat booking, call centre facilities and
reservation/cancellation is highest persuading factor in flying decisions of the passengers.