Abstract:
Air transport industry is classified under intangible service industries and it is growing service
industry within the globe. Airline passengers are highly sensitive towards the cost as well as the
service quality offered by the airline. Customer satisfaction has been a subject of great interest
to every service oriented organization. Airline can recognize their competitive position by
understanding passenger perceptions of various insights. Therefore it is important to know
about all quality related aspects in airline industry. In this research, passenger perceptions of
airline choice factors and buying behavior for different segments of air passengers are explored.
Three factors were identified as influence factors for airline service quality namely airline
quality, aircraft quality and cabin crew quality.
