1) International Journal of Management and Strategy

(IJMS) 2012, Vol. No.3, Issue 5, July-Dec.2012

Title: CUSTOMER SATISFACTION MEASUREMENT IN AIRLINE SERVICES: AN
EMPIRICAL STUDY OF NEED –GAP ANALYSIS
AUTHOR: Dr.Makarand Upadhyaya, Associate Professor (Marketing), College of Business Management, Jazan
University, Saudi Arabia.
According to Dr.Makarand Upadhyaya, Associate Professor (Marketing), College of Business Management, Jazan
University, Saudi Arabia has concentrated on customer grievance and its quick steadfastness. In Airlines industry
customer complains plays a vital role in customer gratification. He focused on 2 types of complain, controlled
complaint are those which is under control such as fare connected problems, flight delays, disobedience by staff, etc.
and uncontrolled are those such as weather problems, technical fault, etc. So for unravelling these problems trained
staff is required who can effectively minimize or handle these problems.

2)International Review of Business Research Papers

Volume 6. Number 6. December 2010 Pp.48 – 65
Title: A Comparative Study between Indian Public and Private (Low Cost) Airlines With Respect To Their Passenger
Service
Author: Dipa Mitra.
According to Dipa Mitra she has given importance on strong relationship between customer and the Airline service
provider. The Airlines Industry today should object not only at delivery of the service to the passengers, but they
should also emphasize on satisfying the passengers with the amenities. They need to know the customers
predilections and should bring changes according to that. Then the customer will be gratified. Some of the private
players are very much worried about their passengers as well as some of them are implementing low price strategy to
attract the passengers. So in this competitive age, the accomplishment of Airlines is very much reliant on the
passenger service provided at all levels, after and during the trip to make their passengers satisfied.

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.

4) Title: Application of Customer Relationship Management in Airline Industry

Authors: Mohammad. J. Tarokh and Mahmoud Majidi.
According to Mohammad. J. Tarokh and Mahmoud Majidi customer relationship management has a vigorous role in
gratification of Airlines services. The marketers should comprehend the customer’s needs and wants to gratify those
needs. For that building a good relationship 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, abridged cost of a
customer contact. It also helps to dynamically acclimate to customer behaviors.

5) Title: “The Impact of Expectation & Perception on Customer Satisfaction in

Airline Industry (A Case Study of Mahan Air)”
Authors: Dariush Rafati and Peyman Shokrollahi.
According to : Dariush Rafati and Peyman Shokrollahi. In their studies they have communicated about the gap
between customer outlooks and observations about services. They have said that according to the educational level
the expectancy of the customer contrasts. They have also said that gap between customer's outlooks and
observations in airline service qualities help top managers to understand which services are imperative to customers
and which services are constant to customers’ discernments.
6) INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS

VOL 4, NO 6. OCTOBER 2012.

Title: IMPACT OF EMPLOYEE MOTIVATION ON CUSTOMER SATISFACTION: STUDY OF AIRLINE INDUSTRY IN
PAKISTAN.
Authors: Muhammad Bilal Ahmad, Ejaz Wasay and Saif Ullah Malik.
According to Muhammad Bilal Ahmad, Ejaz Wasay and Saif Ullah Malik, Employee motivation is an important factor,
which may be unswervingly or meanderingly related to customer gratification. If the employees are well motivated
then they can perform better on their job. And if the employees work efficiently and provide services to the customer
then the customer will be gratified. They have said employee motivation is affected by both personal characteristics
as well as workplace environment. If the employees behave nicely with the customer then the customer feel good and
they think the company is showing admiration and providing worth. And the employee behavior will be respectable
when they will be motivated and there is a healthy pay system and work environment.

7) Australian Journal of Basic and Applied Sciences, 5(11): 718-723, 2011

ISSN 1991-8178
Title: Customer Satisfaction Delivery In Airline Industry In Malaysia: A Case of Low Cost Carrier.
Authors: Jayaraman Munusamy, Shankar Chelliah, Sivamurugan Pandian.
According to Jayaraman Munusamy, Shankar Chelliah, Sivamurugan Pandian, They have found that the aspects
such as the pre-flight services which they are attesting, customer relationship management and cabin environment
and in-flight services that customers are getting influence customer gratification. If these are very good then customer
gets gratified. The customers will be gratified if the cabin facilities, baggage systems are well sustained. Customer
gratification also depends on how they are sustaining good relationship with the customers. How the staffs are
behaving with customer, entertainment facilities, timing plays a key role in customer gratification in Airlines Industry.

Open Access Scientific Reports. Degirmenci et al., 1:5

http://dx.doi.org/10.4172/scientificreports.294
Title: Customer Satisfaction Measurement in Airline Services Using Servqual.
Authors: Elif Degirmenci, Huseyin Basligil, Ahmet Bolat and Yavuz Ozdemir.
According to Elif Degirmenci, Huseyin Basligil, Ahmet Bolat and Yavuz Ozdemir. In their study they have engrossed
on service quality, CRM, Loyalty, Airline Service Quality etc., which play an imperative factor for customer
gratification. To gratify the customer the Airlines Company should sustain good relationship with them. It will be
possible when they will offer the best quality service to the customer. The service provider should take care of in-flight
services, it has to be improved. Then the trustworthiness of customers will be increased. Customer loyalty depends
on the educational level of the customer.

9) CFS AVIATION INDUSTRY CUSTOMER SATISFACTION SURVEY – 2010

In this report the study was conducted in Nigeria. It is found that they desire advance ticket booking services and they
have bad experience. So to gratify the customer the Airlines Company should take care of this matter. Customers
also think about safety and security in flight. So the marketers need to expand the security system. The service
providers need to make a even process of ticket reservation and ticket cancellation. Customer gratification mainly
depends on these above issues.

10) Title: Improving Customer Satisfaction in an Airlines Industry.

By: BREAKTHROUGH MANAGEMENT GROUP INTERNATIONAL
According to the report the report Cabin appearance Staff should be well skilled. They should also give importance to
form effective communication in all locations.
11) Title: Measuring Customer Expectations of Service Quality: case Airline Industry
By: Ekaterina Tolpa
Date: 06.06.2012
According to the report it is found that the importance is given on the quality of the services in order to gratify the
customer. When the prospects of the customer get contented then they become gratified. Service eminence includes
customer safety, flight frequency, reliability etc. They should also focus on customer separation. When the flight
frequencies get increased and safety measure is available then the customers get gratified