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KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 1
The airline was set up under the Air Corporations Act, 1953 with an initial capital of 32 million
and started operations on 1 August 1953. It was established after legislation came into force to
nationalize the entire airline industry in India. Two new national airlines were to be formed
along the same lines as happened in the United Kingdom with British Overseas Airways
Corporation (BOAC) and British European Airways (BEA). Air India took over international
routes and Indian Airlines Corporation (IAC) took over the domestic and regional routes. Eight
pre-Independence domestic airlines, Deccan Airways, Airways India, Bharat Airways,
Himalayan Aviation, Coalinga Airlines, Indian National Airways and Air Services of India and
the Domestic wing of Air India, were merged to form the new domestic national carrier Indian
Airlines Corporation. An international operation of Air India Ltd. was taken over by the newly
formed Air India International. Indian Airlines Corporation inherited a fleet of 99 aircraft
including 74 Douglas DC-3Dakotas, 12 Vickers Vikings, 3 Douglas DC-4s and various smaller
types from the seven airlines that made it up.
Vickers Viscounts were introduced in 1957 with Fokker F27 Friendships being delivered from
1961. The 1960s also saw Hawker Snidely HS 748s, manufactured in India by Hindustan
Aeronautics Limited, join the fleet. The jet age began for IAC with the introduction of the pure-
jet Suds Aviation Caravels airliner in 1964, followed by Boeing 737-200s in the early 1970s.
April 1976 saw the first three Airbus A300wide-body jets being introduced. The regional
airline, Vayudoot, which had been established in 1981, was later reintegrated. By 1990, Airbus
A320-200s was introduced. The economic liberalization process initiated by the Government
of India in the early 1990s ended Indian Airlines' dominance of India's domestic air transport
industry. Indian Airlines faced tough competition from Jet Airways, Air Sahara (now Jet Late),
East-West Airlines, Skyline NEPC, and ModiLuft. As of 2005, Indian Airlines was the second
largest airline in India after Jet Airways while Air Sahara controlled.
1.1 HISTORY
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 2
1. Airline MarketShare on International Routes To/FromIndia-2013
On the international front an important development was the fact that in FY2013 for the first
time a foreign carrier, Emirates, claimed the highest market share for traffic to/from India. Air
India, historically the market leader on international routes was impacted by the grounding of
its 787s for most of the last quarter.
Figure 1.1 Airline Market Share on International Routes
While India’s second largest international carrier, Jet Airways, saw only a marginal increase in
traffic as it consolidated its network and dropped services to points such as New York JFK,
Milan, Johannesburg and Kuala Lumpur.
2. Indian Domestic Airline Market Share: FY2013 Vs FY2012
India’s airlines posted a combined loss of USD1.65 billion in FY2013 (USD1.15 billion if
Kingfisher is excluded), down from approximately USD2.28 billion the previous year. More
than 40% of the loss was incurred in the last quarter alone, squandering the improved
performance posted during the first nine months of the year. Kingfisher’s exit from the Indian
aviation sector was one of the most significant developments for the market in FY2013. It
highlighted the fragility of the sector when an airline that was the largest in the country less
than two years earlier and with an excellent reputation amongst passengers, could fall from
1.2 AIRLINE MARKET
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 3
grace so swiftly. But with it came a silver lining for the remaining carriers. As a result of the
removal of Kingfisher’s seats, combined with modest capacity induction by other carriers, the
demand/supply dynamics in the market started to favor airlines for the first time since 2004.
This was reflected positively in the average fares which increased by 15-20% year-on-years.
India’s airlines were showing signs of a steady recovery in financial performance during the
first three quarters of FY2013; however the fourth quarter spoilt the party. Aggressive
discounting during the traditionally weak period between January and March resulted in losses
of USD700 million during this quarter alone (close to USD500 million if Kingfisher is
excluded).
Figure 1.2 Indian Domestic Airline Market Share
The cost environment remained hostile throughout the year with the weakness of the Indian
rupee and continued high oil prices being the key challenges. Even though Brent Crude levels
softened towards the end of the year, the depreciation of the rupee meant that carriers did not
see any benefit from this.
Over the 12 months to 31-Mar-2013, with carriers moving to fill the space vacated by
Kingfisher, all airlines except Jet Connect saw an increase in their domestic market share over
the previous year, but none more so than Indigo which saw a 7ppt improvement.
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 4
3. Average Passenger Load Factors on Domestic Routes: FY2013
Vs.FY2012
However, despite the moderation in capacity in the market, the steep increase in domestic fares
curtailed demand and meant that almost all carriers reported a slight decrease in average
passenger load factors during the year.
Figure 1.3 Average Passenger Load Factors on Domestic Routes
The sole exception to this was Air India which achieved a creditable 5ppt improvement to 69
%, although it remained the lowest of all the carriers that are currently operating. However, its
load factors in economy class were much higher (as is the case for Jet Airways) with the avera
ge being depressed by the relatively poor performance of business class on domestic routes. I
ndigo was once again the stand-out performer achieving sustained load actors of above 80% t
hroughout the year.
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 5
Evaluate the airport industry business performance, demand and supply To factors are essenti
al. The demand for air traffic is growing drastically due to the growth in the world economy. T
here are about 17000 airports operating globally and providing air traffic services. These airpo
rts handle approximately 3.7 billion passengers per annum, the traffic of major airports is con
centrated in three regions (North America, European and Asia Pacific). The airports in these r
egions contribute 92.0 per cent of the total air traffic. Let us see the t “Global Airport Traffic P
erformance” for the last five years (2000-01 to 2004-05), which was revealed by the “Voice o
f Airports” Council International (ACI) below;
The demand for air transport in Asian region is raising much faster than any other regions in t
he world, due to the rapid economic growth in terms of (national income, per capita income a
nd standard of living), industrial expansions, Foreign Investments Inflow (FII), Technological
innovations, friendly government economic policies and the expansion of international touris
m. To meet the growth of demand in air traversal a number of new an expansion projects on a
irports have been launched at several locations In Asia. In the last four years (1996-2000), thr
ee international airports – Hong Kong, Kula Lumpur and Seoul in the region have opened wit
h individual handling capacity of 30 million passengers per annum, Mainland China, India, In
donesia, Singapore, Thailand, and Vietnam are also actively planning for expansion and const
ructing or modernizing the airport terminals to meet the growing demand of air travel in the re
gion. Asian region passenger traffic is projected to touch 800 million by 2012 from 517 millio
n in 2003-40. Favorable optimistic economic growth in Asia indicates that there will be a high
est market potential for artifice growth as compared to other regions, the major Asian market f
or air traffic demand will be china, Japan, Thailand, Singapore. India, Malaysia, Indonesia an
d Vietnam in the coming decade as for cased by Boeing, A according to ACI traffic report, th
e 10 largest airports in Asian region handled approximately 425-450 million passengers (Inter
national and Domestic)
Japan (Hamada and Narita), China’s (Hong Kong), Thailand (Bangkok) and Singapore Chang
e all together handled 180 million international passengers and rank on the top 30 internationa
l airports in the world. There are other 50 major airports in Asia, which are also expected to h
andle 500 million passengers by 2015.
1.3 GLOBAL SCENARIO
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 6
The World Air Transport Scenario
There are 1300 scheduled Air Carriers in the world, operating 18000 aircraft over a route netw
ork of more than 15000 kilometers and serving 14000 airports. There air approximately 12000
aircraft in the air at any given moment. Preliminary estimates released by ICAO, 2002 states t
hat total scheduled traffic of the world’s airlines in 2002 was 5.0 per cent in terms of terms of
tone-kilometers and international scheduled traffic was up by 6.0 per cent. Further, ICAO esti
mated the passenger in terms of passenger - kilometers performed rose by 6.0 per cent, while f
reight traffic growth was 7.0 per cent. In 2003, the ICAO Member Airlines totaling 188 count
ries carried 1700 million passengers, totaling arrival together accounts 3, 4 billion passengers
and 50 million tones of freight.
Asia Pacific Scenario
Demand for air transport in the Asia Pacific is growing faster than in any otherworld region, A
ccording to Air Transportation Action Group (ATAG), the air transport growth revealed by an
average of 12.1 per cent annum between 1985 and 1995 followed by 7,5 per cent per annum b
etween 1995 and 2000 and 2010. The region’s share of worldwide scheduled passenger traffic
is expected to grow from 25.1 per cent in 1985 to 51.1 percent in 2010.according to IATAs la
test figure. Asia Pacific Air Transport Forecast, the economics of Asia Pacific will be similar i
n size to North America or Europe and this will account for half of world international air trav
el.
Asian Scenario
The demand for air transport in Asian region is rising much faster than any other regions in th
e world, due to the rapid economic growth in terms of (national income, per capita income an
d standard of living), industrial expansions, Foreign Investments Inflow (FII), Technological i
nnovations, friendly government economic policies and the expansion of international tourism
. To meet the growth of demand in air traversal a number of new an expansion projects on air
ports have been launched at several locations In Asia. In the last four years (1996-2000), three
international airports – Hong Kong, Kula Lumpur and Seoul in the region have opened with i
ndividual handling capacity of 30 million passengers per annum, Mainland China, India, Indo
nesia, Singapore, Thailand, and Vietnam are also actively planning for expansion and constru
cting or modernizing the airport terminals to meet the growing demand of air travel in the regi
on.
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 7
Asian region passenger traffic is projected to touch 800 million by 2012 from 517 million in 2
003-40. Favorable optimistic economic growth in Asia indicates that there will be a highest m
arket potential for artifice growth as compared to other regions, the major Asian market for ai
r traffic demand will be china, Japan, Thailand, Singapore. India, Malaysia, Indonesia and Vie
tnam in the coming decade as for cased by Boeing, A according to ACI traffic report, the 10 l
argest airports in Asian region handled approximately 425-450 million passengers (Internatio
nal and Domestic).Japan (Hamada and Narita), China’s (Hong Kong), Thailand (Bangkok) an
d Singapore Change all together handled 180 million international passengers and rank on the
top 30 international airports in the world. There are other 50 major airports in Asia, which are
also expected to handle 500 million passengers
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 8
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 9
The Indian aviation industry is one of the fastest growing aviation industries in the world with
private airlines accounting for more than 75 per cent of the sector of the domestic aviation ma
rket (as of 2006). The industry is growing at a compound annual growth rate (CAGR) of 18 p
er cent. The country has 454 airports and airstrips, of which 16 are designated as international
airports.
Currently, India ranks ninth in the global civil aviation market.
Passengers carried by domestic airlines from January-June 2010 stood at 25.71 million as aga
inst 21.1 million in the corresponding period of 2009—a growth of 22 per cent—according to
data released by the
Directorate General of Civil Aviation (DGCA). In terms of market share, private carrier Jet A
irways was the market leader with 26.5 per cent share, followed by Kingfisher Airlines with 2
1 per cent, Air India with 16.9 per cent, Indigo with 16.4 per cent, Spice Jet with 13.3 per cent
and Go Air with 5.8 per cent during the month of June 2010.
The AAI is set to spend over US$ 1.02 billion in 2010, towards modernization of non-metro a
irports. AAI is planning the city-side development of 24 airports, including those at Ahmadab
ad and Amritsar. Additionally, 11 new green field airports have been identified to reduce pass
enger load on existing airports, according to Praveen Seth, member-operations, AAI. AAI als
o plans to spend around US$ 3.07 billion in the next five years for developing, upgrading and
modernizing metro and non-metro airports.
With the growth in the industry, airport retailing has also gained pace in the recent times. Dev
elopment of new terminals and airports such as the recently inaugurated T3 in New Delhi has
provided added impetus to this segment.
1.4 CURRENT SCENARIO
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 10
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 11
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 12
Air Charter Services Pvt. Ltd. performs its business operations with private business aircrafts,
executive and corporate air charters, helicopter tours, VIP charter flights, and photo and video
flights. Its client list incorporates VIPs, corporate firms, tour coordinators, travel agents and ai
r medical evacuation professionals. It provides services such as relief, VIP, air ambulance and
privacy services.
Air Charters India
Air Charter India is owned by the STIC Travel Group and has around 100 airplanes in India. I
t covers several international destinations with an unmatchable logistics support. The aviation
company has 40 offices with a highly skilled manpower of above 1000 people. It offers servic
es like helix-skiing, charter flights for pilgrimage in India, helix-sightseeing, corporate jets, ex
ecutive jets, etc. Air Charter India provides airplanes such as helicopters, business aircrafts, a
nd aircrafts for corporate, individuals and group travelers.
Air India
National Aviation Company of India Limited (NACIL) was the first Indian aviation company
which led the way for other companies in the aviation sector. It was initiated before the India
gained its independence. Later it collaborated with Indian Airlines and gained the reputation o
f being the largest airline in South Asian airline. Air India Cargo, Air India Express and Air In
dia Regional are its subordinates in aviation market. It offers First class, Executive class and E
1.5 LIST OF TOP AVIATION COMPANIES IN INDIA
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 13
conomy class services and has code sharing pacts with companies like Air France, Austrian A
irlines, Aeroflot, Air Astana, Emirates Airline, Air Mauritius, Kuwait Airways, etc.
Aviation India
Aviation India provides services like cargo services, flight operation, air charter services, pass
enger services, freight control, advisory and consultancy, aircraft preservation and renovation,
international flight operation, air supervision and helipad engineering, etc. The airlines has ski
lled workforce and offers total control and functional back-up to several international schedul
e / non-schedule operations.
Indian Airlines
Indian Airlines was inaugurated on 1st August, 1953 and in collaboration with its fully govern
ed subordinate in aviation market Alliance Air, it takes pride in being recognized as one of the
biggest regional airline systems in Asia. It has a fleet of 70 airplanes and covers 76 destinatio
ns, 58 Indian destinations and 18 foreign destinations. Globally it covers Oman, UAE, Kuwait
, Qatar, Singapore, Yangon, Pakistan, Maldives, Bangladesh, Sri Lanka, etc.
Deccan Aviation Ltd.
The aviation company has its presence in 8 places namely, Mumbai, Ranchi, Surat, Hyderaba
d, Bangalore, Katra, Colombo (Sri Lanka) and Delhi. It has 350 daily departures and covers 6
5 destinations in India. It offers the benefit of no-cost travel to infants, ticketing counters, lavi
sh aircraft interiors and ticketing flexibility.
Indigo
Indigo is a utilitarian low-price domestic airline which offers feasible flying alternatives for m
illions. The airline was facilitated by the Air Passengers Association of India (APAI) as the “
Best Low-Fare Carrier in India for the year 2007”. Indigo has 120 daily departures and a fleet
of 19 Airbus A320. The airline covers 17 destinations namely, Agartala, Bangalore, Bhubanes
war, Ahmadabad, Delhi, Chennai, Guwahati, Hyderabad, Goa, Imphal, Kolkata, Mumbai, Va
dodara, etc.
Paramount Airways
Paramount Airways is a business class airline which has its base in India and headquarters at
Chennai. Endorsed by Madurai-based Paramount Group and Paramount Railways was inaugu
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 14
rated in 19th October 2005. Its fleet comprises 5 aircrafts and it operates in 8 destinations.
Go Air Airlines
Like Spice Jet, a Go Air airline is also a low price airline endorsed by the Wadia group. It was
inaugurated in Mumbai in June 2004. It operates in 11 cities with 61 daily departures. It has st
arted its functions in Ahmadabad, Chennai, Bangalore, Coimbatore, Goa, Cochin, Jaipur, Mu
mbai, Pune, Delhi, Srinagar, etc.
Spice Jet
Spice Jet is basically a low cost airline which incorporates many Boeing 737-800 airplanes in
its fleet. It covers 14 destinations in India.
Air Sahara
Air Sahara was inaugurated on December 3, 1993 with a fleet of only two Boeing 737-200s. N
ow it comprise of 27 aircrafts, 135 daily departures and availability of 16500 seats on regular
basis. It reaches various Indian destinations like Bangalore, Kolkata, Delhi, Luck now, Mumb
ai, Chennai, etc.
Jet Airways
Jet Airways was established on May 5, 1993. It earns yearly revenue of Rs 2502.89 and total
income of approx ₹ 117868.8 Million. At present it ID India's biggest private domestic airline
with 62 aircrafts and a market share of 25%. It covers 50 destinations with 340 regular
departures. Jet Airways has pacts with foreign airlines, such as Lufthansa, Swiss, Gulf Air,
Austrian Airlines, Qantas and Thai.
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 15
Title of project:
“A study of comparative analysis of Indian airlines with specific focus on low cost in
Ahmadabad”
Research Design:
The research design is Descriptive in nature. The research design is a blueprint for fulfilling
the objectives & answering the questions. Selecting the research design is complicated due to
availability of large variety of methods, techniques, procedures, protocols and sampling plans.
It guides the selection of sources and types of information. As far as our project is concern, we
have done research study by evaluating the various aspects of comparative analysis of Indian
airlines with specific focus on low cost carriers in airlines.
Sampling Element:
Male or female head of household those who are travelling the airlines.
Sampling Technique:
We have used Non-probability sampling technique, in that convenience sampling is used in
project study.
Sampling Frame:
Commercial list of customers provided by selected airlines of Ahmadabad.
2.1 RESEARCH METHODOLOGY
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 16
Sample Size:
As the customers of Ahmedabad city are only interviewed, we have kept our sample size
limited to 150.
Data Sources:
Primary data
Primary data consists of collecting the information directly from respondents. Primary data is
most reliable source in any research.
In our research we have directly asked questions to the customers, for that matter we have
prepared a structured questionnaire to explore consumer’s view. Interviews of some popular
airlines are also taken for better understanding of the topic.
Secondary data
Secondary data consists of published material, or any other reference material which can be
useful in the particular subject. The sources of secondary data are many such as, magazines,
journals, newspaper, and internet. In our survey, we have collected information from
magazines, newspapers and websites.
Data preparation:
The primary data that we have collected has been used for various hypothesis testing & other
statistical analysis. From that we have determined different suggestions/recommendations &
conclusion which will be useful not only for academic purpose but also to other players
operating in this field. The secondary data provided many insights into the topic, & was helpful
for better understanding of the project.
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 17
Analysis tools:
 Frequency tables
 Percentage
 Cross-tabulation
 Chi-square (Hypothesis testing)
 To study a comparative analysis of Indian low cost airlines industry.
 To study role of service quality in providing the excellent costumers satisfaction in
airline industry
 To identify the most important factors in passenger service in low cost airlines.
 The customer may not follow what they have stated in their responses in the
questionnaire.
 The study is limited to Ahmedabad city only.
 Time period allotted to do this project was not sufficient to cover each & every aspect
in depth.
 Data was not sufficient.
2.2 OBJECTIVE OF THE RESEARCH
2.3 LIMITATION OF THE RESEARCH
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 18
The 21st century is considered as the service industry century. Service industry is growing at a
rapid pace across developed and developing countries. There are many definitions of what
constitutes service. Services are deeds, processes and performances (Zeithaml and Bitner,
2003) . Broadly speaking, services include all economic activities whose output is not a
physical product or construction is generally consumed at the time it is produced and provides
added value in forms (convenience, amusement, timeliness, comfort or health) that are
essentially intangible concerns of its first purchaser (Quinn,Baruch and Paquette, 1987).
Service has been entering every part of life from the most essential demands (such as eating,
sleeping) to other entertainment needs (such as sport, traveling, cooking, and
telecommunication). In other words, we readily define bank, hotel, restaurants, and beauty
salon as being service-based business. Similarly said by Hung N. Bui (2004) service is an
activity that impacts all parts of our life. Another definition of service is that a service is any
activity or benefit that one party offers to another which is essentially intangible and does not
result in the ownership of anything. Its product may or may not be tied to a physical product
(Kotler, Armstrong, Saunders and Wong 1998). These modern marketers view services as a
business that produces no tangible product.
The article Indian Aviation Industry – The Rising, P.L.N.Pradeep and Chakravarty
Subham(1999), Analyst, Airline Vertical gives an overview of the Indian Aviation Industry. It
analyzes the performance of the airlines, the condition of airports and the growth in future and
discusses barriers like fuel prices for the airlines to tap the expected growth. In September,
1999, another article was published on Passenger Service Behavior: The Interaction of Service
Predisposition and Job Characteristics by Rogelberg S.G., Barnes-Farrell J.L., and Creamer V.
The achievement of passenger satisfaction in service operations depends to a great extent on
employee passenger service behavior (CSB). In this study, 123 service providers responded to
a survey assessing service predisposition and job characteristics. Analyses suggest that job
characteristics did not moderate the relationship between service predisposition and CSB. As
passenger service is taking on an ever-increasing level of importance in today's global
economy, another article Measuring Passenger Service Orientation: An Examination of The
Validity Of The Passenger Service Profile written by Baydoun R., Rose D.,Emperado T. has
been studied with keen interest. In this study, the authors collected validity evidence using
3.1 LITERATURE REVIEW
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 19
passenger related (vs. supervisor) ratings, an area relatively neglected in the service literature.
Evidence suggests that passenger ratings are viable and an important criterion for use in the
validation of passenger service instruments
On 20 July 2004, a study on ―The effect of airline service quality on passengers‘ behavioural
intentions: a Korean case study‖ by Jin-Woo Park, Rodger Robertson, and Cheng-Lung Wu
was published Department of Aviation, University of New South Wales, Sydney, Australia.
This paper seeks to improve our understanding of air passengers‘ decision-making processes
by testing a conceptual model that considers service expectation, service perception, service
value, passenger satisfaction, airline image, and behavioural intentions simultaneously.
Another research study involving Ryanair, Aer Lingus, Air Asia and Malaysia Airlines named
Passengers‘ Perceptions of Low Cost Airlines and Full Service Carriers by John F. O‘Connell
and George Williams has been published in 23 March 2005. This paper attempts to provide an
overview of direct competition between full service airlines and no-frills carriers is intensifying
across the world. US and European full service airlines have lost a significant proportion of
their passengers to low cost carriers, the experience now being repeated in the domestic markets
of Asia.
John F. O‘Connella and George Williams(18 October 2006) published their another article-
Transformation of India‘s domestic airlines--A case study of Indian Airlines, Jet Airways, Air
Sahara and Air Deccan, where through a large passenger survey conducted in Mumbai the
authors found that there is a
homogenous set of flight products required by leisure passengers, travelling on both full service
and low cost airlines, however there is a considerable dissimilarity overall between the
requirements of passengers using a full service airline and a low cost carrier. Dr. Sherry Robert
(2007), in his research paper Liberalization of the Indian aviation Industry, discussed that
India's airline passengers began enjoying the benefit of choice because Indian carriers
quadrupled in number. As if that was not enough, the country recorded a twenty two percent
increase in passenger traffic. According to the study (Monday, Jul 23, 2007) ‗India Flies to the
Top League in Aviation‘ by V. JAYANTH, most of the Airlines in India placed orders for
Airbus of different models. To meet their current market demand, most airlines have taken
aircraft on lease. At a time when mergers and acquisitions have become the market trend even
in the aviation sector, Air India and Indian Airlines integrate to become potentially one of the
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 20
largest airlines in the world. The last literature surveyed till date is another article Line between
low-cost and full-service carriers blurring, P.R. Sanjai and Shukla T(Feb, 2010) . Here it‘s
discussed that India‘s low-cost carriers (LCCs) and full-service carriers (FSCs) are moving into
each other‘s flying zones as they look to survive competition made tougher by the recent
economic slowdown. In such an environment where low-cost carrier bookings now form a
majority of the total bookings, it is becoming increasingly important for the pure play low-fare
carriers to differentiate their brands for various consumer segments and offer value-added
services. Result of which this allows travelers to build brand preference not just because of low
fares—which was now common to all—but on account of added comfort levels, on-time
performance, food and beverages or personalized services.
In the literature review we find the various research papers on the retailer’s satisfaction towards
the airline company, but we did not find any research paper on A study on comparative analysis
of India airlines with specific focus on low cost carriers in Ahmadabad city. So that, we were
done our research study on this topic.
3.2 RESEARCH GAP
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 21
1. Did you evertravel by air?
Particulars Frequency In %
Yes 150 100%
No 0 0%
Total 150 100%
INTERPRETATION
This graph represent to 100 % people travelled by air.
150, 100%
0, 0%
Yes
No
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 22
2. How do you travel generally long distance?
INTERPRETATION
In this chart represent a generally people how do you travel long distance.
Particulars Frequency In %
By air 150 100%
By train 0 0%
By car 0 0%
By bus 0 0%
Total 150 100%
0
20
40
60
80
100
120
140
160
By air By train By car By bus Total
2.How do you travel
generally long distance? In %
2.How do you travel
generally long distance?
Frequancy
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 23
3. Why do you preferred airline for travel?
INTERPRETION
When people travel in airlines then this objective ask to respondent purpose of traveling, mostly
businessman travel in airlines then the purpose of traveling for faster journey because always
in hurry for meeting so them purpose of traveling for faster journey and also a time saving,
other purpose is comparability because far journey in bus and train like not comfortable a
airline then all the different objective for respondent prefer a airline for travel.
Particulars Frequency In %
For faster journey 32 21%
For time saving 38 25%
For comfort 41 27%
All of this 39 26%
Total 150 100%
32
38
41
39
21%
25%
27%
26%
F O R F AS TER
J O U R N EY
F O R T I ME S AV I N G F O R C O MF O R T AL L O F TH I S
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 24
4. Have you ever to be following airlines?
INTERPRETATION.
This objective are ask the respondent have u travel in which following air lines then this survey
24% respondent in go air ,29% respondent travel in air india, 27% respondent are travel in
indigo, 20% in this survey mostly respondent highly use for travel in air india and rarely use
the spice jet for travelling.
Particulars Frequency In %
Go air 61 24%
Air India 72 29%
Indigo 68 27%
Spice jet 51 20%
Total 252 100%
61
72
68
51
24% 29% 27% 20%
Go air Air India Indigo Spice jet
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 25
5. Your purpose of travel.....
INTERPRETATION
All the respondent them purpose of travel was different .Some respondent travel for business
because them deal with other party so someone purpose is business. Some respondent are use
the airlines for visiting friend or relatives. Then some respondent for tour purpose. Then all the
respondent person to person purpose of travelling is different.
Particulars Frequency In %
Business 56 37%
Visiting friends or relatives 29 19%
Tour 62 41%
Other 3 2%
Total 150 100%
56
29
62
3
37% 19% 41% 2%
Business Visiting friends or
reletives
Tour Other
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 26
6. Tick below mentioned point as per their importance to you for selection ofthe
airlines?
INTERPRETATION
All the factor know the respondent agree or disagreeness and this factor how impotent for a
passenger like availability of flight .The business man travel in airlines then he or she give a
highly impotent for this factor. Because all the business man early to reach their meeting place
so they gave highly impotent also luggage handling because they always carry with impotent
files and all documents so the luggage handling is impotent and also all the other factor are
impotent like responsiveness and also cleanliness.
Factor Highly
importa
nt
Importan
t
Neutra
l
Not
importan
t
Highly
not
importan
t
Total Mean S.D.
Luggage handling 65 57 28 0 0 150 1.75 0.75
Staff assistance 44 72 30 4 0 150 1.96 0.78
Responsiveness 75 50 17 8 0 150 1.72 0.87
cleanliness 99 33 12 5 1 150 1.51 0.83
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 27
7. Tick below mentioned point as per their importance to you for selection of the
airlines?
INTERPRETATION
This objective asks to a respondent and check them impotent of features in airlines on board
entertainment is impotent for passenger, the customer services in different- different airlines.
The services are different then the customer service also impotent affordability the customer
affords a travelling and this objective asks and knows about the respondent impotence.
Factor Highly
important
Important Neutral Not
important
Highly
not
important
Total Mean S.D.
on board
entertainment
49 45 47 9 0 150 2.11 0.94
Language 54 65 24 6 1 150 1.9 0.86
Customers
service
89 41 19 1 0 150 1.55 0.74
Affordability 57 60 22 9 2 150 1.93 0.94
Accessibility 81 46 21 23 0 171 1.63 0.77
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 28
8. value ofmoney in %
INTERPRETATION
In this table concern the value of money. The frist rank goes to air india,2nd rank goes to go air
,3rd rank goes to indigo and 4th rank goes to spice jet. Then people mostly preferred to a air
India for air travelling in value of money.
9. Service in %
1 2 3 4 Total
Air India 26 18.7 26.7 28.7 100.1 258.3
Go air 14 32.7 33.3 20 100 259.3
Indigo 24.7 32.7 22.7 20 100.1 238.2
Spice jet 34.7 16 17.3 32 100 246.6
INTERPRETATION
In this table concern the services of airlines. In value of money the indigo in the 3rd rank but in
the services indigo goes to a 1st rank. The 2nd rank is in services goes to a spice jet ,the value
of money air India in 1st rank but in the case of services get 3rd rank. In the services the go air
goes to a 4th rank.
1 2 3 4 Total weight
avg
Air India 40 22 14.7 23.3 100 221.3
Go air 20.7 44 22.7 12.7 100.1 227.6
Indigo 24.7 16.7 44.7 14 100.1 248.2
Spice jet 15.3 17.3 17.3 50 99.9 301.8
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 29
10. Food in %
1 2 3 4 Total
Air India 38 26 16.7 19.3 100 217.3
Go air 17.3 29.3 34 19.3 99.9 255.1
Indigo 27.3 20 26.7 26 100 251.4
Spice jet 16.7 24 24 35.3 100 277.9
INTERPRETATION
This table is showing the ranking for food of air lines .The air India goes the 1st rank in the
food and also the value of money. The indigo goes the 2nd rank in food but the services get 1st
rank. The go air goes 3rd rank in the food and the spice jet goes to 4th in food.
11. Entertainment in %
1 2 3 4 Total
Air India 20 18.7 18 43.3 100 284.6
Go air 16.7 42.7 24 16.7 100.1 240.9
Indigo 36 21.3 24 18.7 100 225.4
Spice jet 27.3 17.3 34 21.3 99.9 249.1
INTERPRETATION
In the anyplace entertainment is be must. Then the respondent give rank about the table.In the
entertainment 1st rank goes to indigo also in services get 1st rank. The go air goes to 2nd rank in
the entertainment ,the spice jet goes to 3rd rank in the entertainment and the 4th rank goes in
entertainment is air india.
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 30
12. seat comfort in %
INTERPRETATION
Whenever you go our comfortness is be must important. Then the respondent give them
responses in this table in air lines. In the table the indigo goes to 1st rank in the seat comfort ,
the go air goes to 2nd rank in the seat comfort , the air india goes to 3rd rank in seat comfort and
the 4th rank goes to spice jet.
1 2 3 4 Total %
Air India 30 16 30.7 23.3 100 247.3
Go air 19.3 39.3 24 17.3 99.9 239.1
Indigo 25.3 26.7 32 16 100 238.7
Spice jet 25.3 18 13.3 43.3 99.9 274.4
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 31
13. Gender
Particulars Frequency In %
Male 100 67%
Female 50 33%
Total 150 100%
INTERPRETATION
The objective to ask question is to know wheather respondent is male or female.
Male
67%
Female
33%
Gender
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 32
14. 0ccupation
Particulars Frequency In %
Service 16 11%
Retired 4 3%
Business 52 35%
House wife 21 14%
Student 57 38%
Total 150 100%
INTERPRETATION
The objective of ask is to know the occupation of respondents out of total respondent 10%
respondent are service ,3% respondent are retired, 35% respondent are business, 14%
respondent are housewife, 38% respondent are student.
16
4
52
21
57
11% 3% 35% 14% 38%
Service Retired Business House wife Student
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 33
15. Monthly income
Particulars Frequancy In %
Less then 10000 40 27%
Between 11000-20000 29 19%
Between 21000 37 25%
50000 Above 44 29%
Total 150 100%
INTERPRETATION
The objective of ask question is to know the income which the respondent is using at present
. out of total respondent 27% respondent are < 10000 rs per month , 19% respondent between
11000 to 20000 rs per month, 25% respondent between 21000 to 30000 rs per month, and
29% respondent 50000rs above.
40
29
37
44
27% 19% 25% 29%
Less then 10000 Between 11000-
20000
Between 21000 50000 Above
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 34
16. Age
INTERPRETATION
The objective to ask this question is to know what is the age of respondent out of total
respondent 27% respondent are of above 20 years 44% respondent are of 20-30 years 20%
respondent are of 30-40 years 9% respondent are of more then 40 years.
Particulars Frequancy In %
Above 20 years 41 27%
20-30 Years 66 44%
30-40 Years 30 20%
More then 40 years 13 9%
Total 150 100%
Above 20 years 20-30 Years 30-40 Years More then 40
years
41
66
30
13
27% 44% 20% 9%
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 35
17. Qualification
INTERPRETATION
The objective to ask this question is to know is the qualification of respondent. Out of total
respondent 1% respondent are of Illiterate 21% respondent are of up to 12th. 60% respondent
are of up to graduation.18% respondent are of up to post grad
Particulars Frequancy In %
Illiterate 1 1%
UP to 12th 32 21%
Up to graduation 90 60%
Up to post graduation 27 18%
Total 150 100%
1
32
90
27
1% 21% 60% 18%
Illiterate UP to 12th Up to graduation Up to post
graduation
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 36
As per the result of factor analysis done by the data collected on the basis of the customer
service provided by low-cost airlines, Availability is found as the most problematic area in
low cost Airlines followed by Luggage Handling, Staff Assistance, Responsiveness ,
Assurance/ Support and Cleanliness .Again, while data collected from the passengers of low
cost airlines to determine the most significant factors in private airlines, factor analysis is
presenting Sensitivity as the most important factor to be considered followed by Reliability,
Responsiveness, Responsiveness, Easy Ticketing and Catering Service
As per chi-square test results, the young generation the service provided by public airlines is
not at all satisfactory while the aged passengers are not that much dissatisfied because of some
nostalgic feelings. Onthe contrary, young generation is quite satisfied with the service provided
by low cost private while a number of aged passengers are not that much pleased with the same.
Both the male and the female passengers strongly disagreed upon the statement that public
airlines staff always show courteous behaviour towards their passengers. But both the groups
strongly agreed upon the statement that low cost private airlines staff always show courteous
behaviour towards their passengers
When there is a question of the passenger complaint handling, there is no difference of opinion
amongst the passengers with different qualification, whether Postgraduate, Graduate or
undergraduate. They have strongly disagreed upon the statement that public airlines staff
always handle the customer complaint properly but at the same time most of them strongly
agreed upon the statement that low cost private airlines staff always handle the customer
complaint properly
Again, both the male as well as the female passengers strongly disagreed upon the statement
that the public airlines staff always handles the delays and cancellations properly but they
strongly agreed upon the statement that low cost private airlines staff always handles the delays
and cancellations properly.
Lastly, most of the passengers whether Postgraduate, Graduate or undergraduate, strongly
disagreed upon the statement that tickets are easily available in public airlines but all the groups
strongly agreed upon the statement that tickets are easily available in low cost private airlines
FINDINGS AND OBSERVATION
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 37
This research has been done on Indian Aviation Industry with a sample size of 150 respondents
and this whole study has covered only those customers who have been traveled by air lines in
specific focus on low cost carrier in Ahmedabad . These data has been analyzed with the help
of EXCEL software and statistics calculator.
After analysing the present situation low cost carrier in Ahmedabad airlines operating in India
with respect to their customer service, it is very clear that there are number of troublesome
areas in airlines, but among them passengers identified availability of airlines is the most
problematic area followed by Luggage Handling, Staff Assistance, Responsiveness,
Assurance/ Support and Cleanliness. While the same group of passengers has determined that
in low cost airlines, the most attractive factor is Sensitivity followed by Reliability,
Responsiveness, Responsiveness, Easy Ticketing and Catering Service. Moreover when
personal interview was conducted with these diversified group of passengers to compare some
specific services provided by the low cost airlines like handling delays and cancellations,
courteous behaviour of the staff towards their passengers, easy ticketing and complaint
handling, result shows that (after chi-square test), though still a few aged passengers are feeling
nostalgic towards low cost airlines, most of the passengers of different qualification and gender
are really unhappy with this sector. On the contrary as per the study, the young generation is
very much fond with the services provided by low cost private airlines and along with them
most of the passengers (male or female, qualified or not) are quite satisfied with the service.
So, the low cost private airlines should keep up the same pace to retain their own passengers
offering sensitive, reliable and responsive services. They area they should improve is there
catering service, as the passengers paying money to buy it instantly they are expecting proper
value for their money. So this sector should focus on healthy, hygienic and cost effective
passenger friendly catering service to flourish their business. On the other hand, this is the high
time for the low cost airlines to undergo a thorough change in the age old system of the
organisation as a whole. It seems to be very difficult in this present situation, but to win its won
monarchy, there is no other way. This sector should focus on its major weak areas like flight
and staff availability, luggage handling, staff assistance and responsiveness to sustain in such
tough and competitive scenario. The present research, in this regard, is suggesting two types of
training for the public airlines staff - i) Vertical cross training, where employees learn jobs
CONCLUSION
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 38
above and below their own level. Delta and Singapore Airlines require flight attendants to learn
to handle reservations and trace lost luggage before they can fly. ii) Horizontal cross training,
in which employees learn most of the other jobs at their level. Hotels and food chains pay
hourly workers extra to learn most of the hourly jobs. By this process their attitude toward the
passengers will automatically change and as a result the golden days of Indian Airlines will get
nearer. In this way, all the airlines operating in India, whether it’s public or private, will become
INDIAN’S AIRLINES very soon.
KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR
N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 39
Flynn and Scott ,Correlates Of Organizational Commitment: Differences In The Public And Private
Sector‖, 1993, Hofstra University, New York
F.O‘Connell John and William George, ―Transformation of India‘s Domestic Airlines : A Case
Study of Indian Airlines, Jet Airways, Air Sahara and Air Deccan‖, Air Transport Department,
Cranfield University, Bedford
Hormann and MaschkePeter, 1996 ,The Relation Between Personality and Job Performance of
Airline Pilots ,The International Journal of Aviation Psychology,volume-6 Kumar Ravi,
September, 2006, Indian Aviation Industry - Opportunities and Challenges, ICFAI Economy
Series,
Mitra Dipa, 2010, A Comparative Study on Two Indian Retail Players with Special Reference to
Their Customer Loyalty, ISSUES AND CHALLENGES IN BUSINESS ENVIRONMENT,
Journal of Heritage management and Engineering College, Kolkata, Vol-20, Pg 141-164
Websites:
www.thehindubusinessline.com
www.managementparadise.com/.../16858-.html
www.indianexpress.com/news/air-India
www.centreforaviation.com/news/2009/11/06
BIBLIOGRAPHY

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Airline

  • 1. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 1 The airline was set up under the Air Corporations Act, 1953 with an initial capital of 32 million and started operations on 1 August 1953. It was established after legislation came into force to nationalize the entire airline industry in India. Two new national airlines were to be formed along the same lines as happened in the United Kingdom with British Overseas Airways Corporation (BOAC) and British European Airways (BEA). Air India took over international routes and Indian Airlines Corporation (IAC) took over the domestic and regional routes. Eight pre-Independence domestic airlines, Deccan Airways, Airways India, Bharat Airways, Himalayan Aviation, Coalinga Airlines, Indian National Airways and Air Services of India and the Domestic wing of Air India, were merged to form the new domestic national carrier Indian Airlines Corporation. An international operation of Air India Ltd. was taken over by the newly formed Air India International. Indian Airlines Corporation inherited a fleet of 99 aircraft including 74 Douglas DC-3Dakotas, 12 Vickers Vikings, 3 Douglas DC-4s and various smaller types from the seven airlines that made it up. Vickers Viscounts were introduced in 1957 with Fokker F27 Friendships being delivered from 1961. The 1960s also saw Hawker Snidely HS 748s, manufactured in India by Hindustan Aeronautics Limited, join the fleet. The jet age began for IAC with the introduction of the pure- jet Suds Aviation Caravels airliner in 1964, followed by Boeing 737-200s in the early 1970s. April 1976 saw the first three Airbus A300wide-body jets being introduced. The regional airline, Vayudoot, which had been established in 1981, was later reintegrated. By 1990, Airbus A320-200s was introduced. The economic liberalization process initiated by the Government of India in the early 1990s ended Indian Airlines' dominance of India's domestic air transport industry. Indian Airlines faced tough competition from Jet Airways, Air Sahara (now Jet Late), East-West Airlines, Skyline NEPC, and ModiLuft. As of 2005, Indian Airlines was the second largest airline in India after Jet Airways while Air Sahara controlled. 1.1 HISTORY
  • 2. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 2 1. Airline MarketShare on International Routes To/FromIndia-2013 On the international front an important development was the fact that in FY2013 for the first time a foreign carrier, Emirates, claimed the highest market share for traffic to/from India. Air India, historically the market leader on international routes was impacted by the grounding of its 787s for most of the last quarter. Figure 1.1 Airline Market Share on International Routes While India’s second largest international carrier, Jet Airways, saw only a marginal increase in traffic as it consolidated its network and dropped services to points such as New York JFK, Milan, Johannesburg and Kuala Lumpur. 2. Indian Domestic Airline Market Share: FY2013 Vs FY2012 India’s airlines posted a combined loss of USD1.65 billion in FY2013 (USD1.15 billion if Kingfisher is excluded), down from approximately USD2.28 billion the previous year. More than 40% of the loss was incurred in the last quarter alone, squandering the improved performance posted during the first nine months of the year. Kingfisher’s exit from the Indian aviation sector was one of the most significant developments for the market in FY2013. It highlighted the fragility of the sector when an airline that was the largest in the country less than two years earlier and with an excellent reputation amongst passengers, could fall from 1.2 AIRLINE MARKET
  • 3. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 3 grace so swiftly. But with it came a silver lining for the remaining carriers. As a result of the removal of Kingfisher’s seats, combined with modest capacity induction by other carriers, the demand/supply dynamics in the market started to favor airlines for the first time since 2004. This was reflected positively in the average fares which increased by 15-20% year-on-years. India’s airlines were showing signs of a steady recovery in financial performance during the first three quarters of FY2013; however the fourth quarter spoilt the party. Aggressive discounting during the traditionally weak period between January and March resulted in losses of USD700 million during this quarter alone (close to USD500 million if Kingfisher is excluded). Figure 1.2 Indian Domestic Airline Market Share The cost environment remained hostile throughout the year with the weakness of the Indian rupee and continued high oil prices being the key challenges. Even though Brent Crude levels softened towards the end of the year, the depreciation of the rupee meant that carriers did not see any benefit from this. Over the 12 months to 31-Mar-2013, with carriers moving to fill the space vacated by Kingfisher, all airlines except Jet Connect saw an increase in their domestic market share over the previous year, but none more so than Indigo which saw a 7ppt improvement.
  • 4. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 4 3. Average Passenger Load Factors on Domestic Routes: FY2013 Vs.FY2012 However, despite the moderation in capacity in the market, the steep increase in domestic fares curtailed demand and meant that almost all carriers reported a slight decrease in average passenger load factors during the year. Figure 1.3 Average Passenger Load Factors on Domestic Routes The sole exception to this was Air India which achieved a creditable 5ppt improvement to 69 %, although it remained the lowest of all the carriers that are currently operating. However, its load factors in economy class were much higher (as is the case for Jet Airways) with the avera ge being depressed by the relatively poor performance of business class on domestic routes. I ndigo was once again the stand-out performer achieving sustained load actors of above 80% t hroughout the year.
  • 5. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 5 Evaluate the airport industry business performance, demand and supply To factors are essenti al. The demand for air traffic is growing drastically due to the growth in the world economy. T here are about 17000 airports operating globally and providing air traffic services. These airpo rts handle approximately 3.7 billion passengers per annum, the traffic of major airports is con centrated in three regions (North America, European and Asia Pacific). The airports in these r egions contribute 92.0 per cent of the total air traffic. Let us see the t “Global Airport Traffic P erformance” for the last five years (2000-01 to 2004-05), which was revealed by the “Voice o f Airports” Council International (ACI) below; The demand for air transport in Asian region is raising much faster than any other regions in t he world, due to the rapid economic growth in terms of (national income, per capita income a nd standard of living), industrial expansions, Foreign Investments Inflow (FII), Technological innovations, friendly government economic policies and the expansion of international touris m. To meet the growth of demand in air traversal a number of new an expansion projects on a irports have been launched at several locations In Asia. In the last four years (1996-2000), thr ee international airports – Hong Kong, Kula Lumpur and Seoul in the region have opened wit h individual handling capacity of 30 million passengers per annum, Mainland China, India, In donesia, Singapore, Thailand, and Vietnam are also actively planning for expansion and const ructing or modernizing the airport terminals to meet the growing demand of air travel in the re gion. Asian region passenger traffic is projected to touch 800 million by 2012 from 517 millio n in 2003-40. Favorable optimistic economic growth in Asia indicates that there will be a high est market potential for artifice growth as compared to other regions, the major Asian market f or air traffic demand will be china, Japan, Thailand, Singapore. India, Malaysia, Indonesia an d Vietnam in the coming decade as for cased by Boeing, A according to ACI traffic report, th e 10 largest airports in Asian region handled approximately 425-450 million passengers (Inter national and Domestic) Japan (Hamada and Narita), China’s (Hong Kong), Thailand (Bangkok) and Singapore Chang e all together handled 180 million international passengers and rank on the top 30 internationa l airports in the world. There are other 50 major airports in Asia, which are also expected to h andle 500 million passengers by 2015. 1.3 GLOBAL SCENARIO
  • 6. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 6 The World Air Transport Scenario There are 1300 scheduled Air Carriers in the world, operating 18000 aircraft over a route netw ork of more than 15000 kilometers and serving 14000 airports. There air approximately 12000 aircraft in the air at any given moment. Preliminary estimates released by ICAO, 2002 states t hat total scheduled traffic of the world’s airlines in 2002 was 5.0 per cent in terms of terms of tone-kilometers and international scheduled traffic was up by 6.0 per cent. Further, ICAO esti mated the passenger in terms of passenger - kilometers performed rose by 6.0 per cent, while f reight traffic growth was 7.0 per cent. In 2003, the ICAO Member Airlines totaling 188 count ries carried 1700 million passengers, totaling arrival together accounts 3, 4 billion passengers and 50 million tones of freight. Asia Pacific Scenario Demand for air transport in the Asia Pacific is growing faster than in any otherworld region, A ccording to Air Transportation Action Group (ATAG), the air transport growth revealed by an average of 12.1 per cent annum between 1985 and 1995 followed by 7,5 per cent per annum b etween 1995 and 2000 and 2010. The region’s share of worldwide scheduled passenger traffic is expected to grow from 25.1 per cent in 1985 to 51.1 percent in 2010.according to IATAs la test figure. Asia Pacific Air Transport Forecast, the economics of Asia Pacific will be similar i n size to North America or Europe and this will account for half of world international air trav el. Asian Scenario The demand for air transport in Asian region is rising much faster than any other regions in th e world, due to the rapid economic growth in terms of (national income, per capita income an d standard of living), industrial expansions, Foreign Investments Inflow (FII), Technological i nnovations, friendly government economic policies and the expansion of international tourism . To meet the growth of demand in air traversal a number of new an expansion projects on air ports have been launched at several locations In Asia. In the last four years (1996-2000), three international airports – Hong Kong, Kula Lumpur and Seoul in the region have opened with i ndividual handling capacity of 30 million passengers per annum, Mainland China, India, Indo nesia, Singapore, Thailand, and Vietnam are also actively planning for expansion and constru cting or modernizing the airport terminals to meet the growing demand of air travel in the regi on.
  • 7. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 7 Asian region passenger traffic is projected to touch 800 million by 2012 from 517 million in 2 003-40. Favorable optimistic economic growth in Asia indicates that there will be a highest m arket potential for artifice growth as compared to other regions, the major Asian market for ai r traffic demand will be china, Japan, Thailand, Singapore. India, Malaysia, Indonesia and Vie tnam in the coming decade as for cased by Boeing, A according to ACI traffic report, the 10 l argest airports in Asian region handled approximately 425-450 million passengers (Internatio nal and Domestic).Japan (Hamada and Narita), China’s (Hong Kong), Thailand (Bangkok) an d Singapore Change all together handled 180 million international passengers and rank on the top 30 international airports in the world. There are other 50 major airports in Asia, which are also expected to handle 500 million passengers
  • 8. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 8
  • 9. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 9 The Indian aviation industry is one of the fastest growing aviation industries in the world with private airlines accounting for more than 75 per cent of the sector of the domestic aviation ma rket (as of 2006). The industry is growing at a compound annual growth rate (CAGR) of 18 p er cent. The country has 454 airports and airstrips, of which 16 are designated as international airports. Currently, India ranks ninth in the global civil aviation market. Passengers carried by domestic airlines from January-June 2010 stood at 25.71 million as aga inst 21.1 million in the corresponding period of 2009—a growth of 22 per cent—according to data released by the Directorate General of Civil Aviation (DGCA). In terms of market share, private carrier Jet A irways was the market leader with 26.5 per cent share, followed by Kingfisher Airlines with 2 1 per cent, Air India with 16.9 per cent, Indigo with 16.4 per cent, Spice Jet with 13.3 per cent and Go Air with 5.8 per cent during the month of June 2010. The AAI is set to spend over US$ 1.02 billion in 2010, towards modernization of non-metro a irports. AAI is planning the city-side development of 24 airports, including those at Ahmadab ad and Amritsar. Additionally, 11 new green field airports have been identified to reduce pass enger load on existing airports, according to Praveen Seth, member-operations, AAI. AAI als o plans to spend around US$ 3.07 billion in the next five years for developing, upgrading and modernizing metro and non-metro airports. With the growth in the industry, airport retailing has also gained pace in the recent times. Dev elopment of new terminals and airports such as the recently inaugurated T3 in New Delhi has provided added impetus to this segment. 1.4 CURRENT SCENARIO
  • 10. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 10
  • 11. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 11
  • 12. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 12 Air Charter Services Pvt. Ltd. performs its business operations with private business aircrafts, executive and corporate air charters, helicopter tours, VIP charter flights, and photo and video flights. Its client list incorporates VIPs, corporate firms, tour coordinators, travel agents and ai r medical evacuation professionals. It provides services such as relief, VIP, air ambulance and privacy services. Air Charters India Air Charter India is owned by the STIC Travel Group and has around 100 airplanes in India. I t covers several international destinations with an unmatchable logistics support. The aviation company has 40 offices with a highly skilled manpower of above 1000 people. It offers servic es like helix-skiing, charter flights for pilgrimage in India, helix-sightseeing, corporate jets, ex ecutive jets, etc. Air Charter India provides airplanes such as helicopters, business aircrafts, a nd aircrafts for corporate, individuals and group travelers. Air India National Aviation Company of India Limited (NACIL) was the first Indian aviation company which led the way for other companies in the aviation sector. It was initiated before the India gained its independence. Later it collaborated with Indian Airlines and gained the reputation o f being the largest airline in South Asian airline. Air India Cargo, Air India Express and Air In dia Regional are its subordinates in aviation market. It offers First class, Executive class and E 1.5 LIST OF TOP AVIATION COMPANIES IN INDIA
  • 13. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 13 conomy class services and has code sharing pacts with companies like Air France, Austrian A irlines, Aeroflot, Air Astana, Emirates Airline, Air Mauritius, Kuwait Airways, etc. Aviation India Aviation India provides services like cargo services, flight operation, air charter services, pass enger services, freight control, advisory and consultancy, aircraft preservation and renovation, international flight operation, air supervision and helipad engineering, etc. The airlines has ski lled workforce and offers total control and functional back-up to several international schedul e / non-schedule operations. Indian Airlines Indian Airlines was inaugurated on 1st August, 1953 and in collaboration with its fully govern ed subordinate in aviation market Alliance Air, it takes pride in being recognized as one of the biggest regional airline systems in Asia. It has a fleet of 70 airplanes and covers 76 destinatio ns, 58 Indian destinations and 18 foreign destinations. Globally it covers Oman, UAE, Kuwait , Qatar, Singapore, Yangon, Pakistan, Maldives, Bangladesh, Sri Lanka, etc. Deccan Aviation Ltd. The aviation company has its presence in 8 places namely, Mumbai, Ranchi, Surat, Hyderaba d, Bangalore, Katra, Colombo (Sri Lanka) and Delhi. It has 350 daily departures and covers 6 5 destinations in India. It offers the benefit of no-cost travel to infants, ticketing counters, lavi sh aircraft interiors and ticketing flexibility. Indigo Indigo is a utilitarian low-price domestic airline which offers feasible flying alternatives for m illions. The airline was facilitated by the Air Passengers Association of India (APAI) as the “ Best Low-Fare Carrier in India for the year 2007”. Indigo has 120 daily departures and a fleet of 19 Airbus A320. The airline covers 17 destinations namely, Agartala, Bangalore, Bhubanes war, Ahmadabad, Delhi, Chennai, Guwahati, Hyderabad, Goa, Imphal, Kolkata, Mumbai, Va dodara, etc. Paramount Airways Paramount Airways is a business class airline which has its base in India and headquarters at Chennai. Endorsed by Madurai-based Paramount Group and Paramount Railways was inaugu
  • 14. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 14 rated in 19th October 2005. Its fleet comprises 5 aircrafts and it operates in 8 destinations. Go Air Airlines Like Spice Jet, a Go Air airline is also a low price airline endorsed by the Wadia group. It was inaugurated in Mumbai in June 2004. It operates in 11 cities with 61 daily departures. It has st arted its functions in Ahmadabad, Chennai, Bangalore, Coimbatore, Goa, Cochin, Jaipur, Mu mbai, Pune, Delhi, Srinagar, etc. Spice Jet Spice Jet is basically a low cost airline which incorporates many Boeing 737-800 airplanes in its fleet. It covers 14 destinations in India. Air Sahara Air Sahara was inaugurated on December 3, 1993 with a fleet of only two Boeing 737-200s. N ow it comprise of 27 aircrafts, 135 daily departures and availability of 16500 seats on regular basis. It reaches various Indian destinations like Bangalore, Kolkata, Delhi, Luck now, Mumb ai, Chennai, etc. Jet Airways Jet Airways was established on May 5, 1993. It earns yearly revenue of Rs 2502.89 and total income of approx ₹ 117868.8 Million. At present it ID India's biggest private domestic airline with 62 aircrafts and a market share of 25%. It covers 50 destinations with 340 regular departures. Jet Airways has pacts with foreign airlines, such as Lufthansa, Swiss, Gulf Air, Austrian Airlines, Qantas and Thai.
  • 15. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 15 Title of project: “A study of comparative analysis of Indian airlines with specific focus on low cost in Ahmadabad” Research Design: The research design is Descriptive in nature. The research design is a blueprint for fulfilling the objectives & answering the questions. Selecting the research design is complicated due to availability of large variety of methods, techniques, procedures, protocols and sampling plans. It guides the selection of sources and types of information. As far as our project is concern, we have done research study by evaluating the various aspects of comparative analysis of Indian airlines with specific focus on low cost carriers in airlines. Sampling Element: Male or female head of household those who are travelling the airlines. Sampling Technique: We have used Non-probability sampling technique, in that convenience sampling is used in project study. Sampling Frame: Commercial list of customers provided by selected airlines of Ahmadabad. 2.1 RESEARCH METHODOLOGY
  • 16. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 16 Sample Size: As the customers of Ahmedabad city are only interviewed, we have kept our sample size limited to 150. Data Sources: Primary data Primary data consists of collecting the information directly from respondents. Primary data is most reliable source in any research. In our research we have directly asked questions to the customers, for that matter we have prepared a structured questionnaire to explore consumer’s view. Interviews of some popular airlines are also taken for better understanding of the topic. Secondary data Secondary data consists of published material, or any other reference material which can be useful in the particular subject. The sources of secondary data are many such as, magazines, journals, newspaper, and internet. In our survey, we have collected information from magazines, newspapers and websites. Data preparation: The primary data that we have collected has been used for various hypothesis testing & other statistical analysis. From that we have determined different suggestions/recommendations & conclusion which will be useful not only for academic purpose but also to other players operating in this field. The secondary data provided many insights into the topic, & was helpful for better understanding of the project.
  • 17. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 17 Analysis tools:  Frequency tables  Percentage  Cross-tabulation  Chi-square (Hypothesis testing)  To study a comparative analysis of Indian low cost airlines industry.  To study role of service quality in providing the excellent costumers satisfaction in airline industry  To identify the most important factors in passenger service in low cost airlines.  The customer may not follow what they have stated in their responses in the questionnaire.  The study is limited to Ahmedabad city only.  Time period allotted to do this project was not sufficient to cover each & every aspect in depth.  Data was not sufficient. 2.2 OBJECTIVE OF THE RESEARCH 2.3 LIMITATION OF THE RESEARCH
  • 18. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 18 The 21st century is considered as the service industry century. Service industry is growing at a rapid pace across developed and developing countries. There are many definitions of what constitutes service. Services are deeds, processes and performances (Zeithaml and Bitner, 2003) . Broadly speaking, services include all economic activities whose output is not a physical product or construction is generally consumed at the time it is produced and provides added value in forms (convenience, amusement, timeliness, comfort or health) that are essentially intangible concerns of its first purchaser (Quinn,Baruch and Paquette, 1987). Service has been entering every part of life from the most essential demands (such as eating, sleeping) to other entertainment needs (such as sport, traveling, cooking, and telecommunication). In other words, we readily define bank, hotel, restaurants, and beauty salon as being service-based business. Similarly said by Hung N. Bui (2004) service is an activity that impacts all parts of our life. Another definition of service is that a service is any activity or benefit that one party offers to another which is essentially intangible and does not result in the ownership of anything. Its product may or may not be tied to a physical product (Kotler, Armstrong, Saunders and Wong 1998). These modern marketers view services as a business that produces no tangible product. The article Indian Aviation Industry – The Rising, P.L.N.Pradeep and Chakravarty Subham(1999), Analyst, Airline Vertical gives an overview of the Indian Aviation Industry. It analyzes the performance of the airlines, the condition of airports and the growth in future and discusses barriers like fuel prices for the airlines to tap the expected growth. In September, 1999, another article was published on Passenger Service Behavior: The Interaction of Service Predisposition and Job Characteristics by Rogelberg S.G., Barnes-Farrell J.L., and Creamer V. The achievement of passenger satisfaction in service operations depends to a great extent on employee passenger service behavior (CSB). In this study, 123 service providers responded to a survey assessing service predisposition and job characteristics. Analyses suggest that job characteristics did not moderate the relationship between service predisposition and CSB. As passenger service is taking on an ever-increasing level of importance in today's global economy, another article Measuring Passenger Service Orientation: An Examination of The Validity Of The Passenger Service Profile written by Baydoun R., Rose D.,Emperado T. has been studied with keen interest. In this study, the authors collected validity evidence using 3.1 LITERATURE REVIEW
  • 19. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 19 passenger related (vs. supervisor) ratings, an area relatively neglected in the service literature. Evidence suggests that passenger ratings are viable and an important criterion for use in the validation of passenger service instruments On 20 July 2004, a study on ―The effect of airline service quality on passengers‘ behavioural intentions: a Korean case study‖ by Jin-Woo Park, Rodger Robertson, and Cheng-Lung Wu was published Department of Aviation, University of New South Wales, Sydney, Australia. This paper seeks to improve our understanding of air passengers‘ decision-making processes by testing a conceptual model that considers service expectation, service perception, service value, passenger satisfaction, airline image, and behavioural intentions simultaneously. Another research study involving Ryanair, Aer Lingus, Air Asia and Malaysia Airlines named Passengers‘ Perceptions of Low Cost Airlines and Full Service Carriers by John F. O‘Connell and George Williams has been published in 23 March 2005. This paper attempts to provide an overview of direct competition between full service airlines and no-frills carriers is intensifying across the world. US and European full service airlines have lost a significant proportion of their passengers to low cost carriers, the experience now being repeated in the domestic markets of Asia. John F. O‘Connella and George Williams(18 October 2006) published their another article- Transformation of India‘s domestic airlines--A case study of Indian Airlines, Jet Airways, Air Sahara and Air Deccan, where through a large passenger survey conducted in Mumbai the authors found that there is a homogenous set of flight products required by leisure passengers, travelling on both full service and low cost airlines, however there is a considerable dissimilarity overall between the requirements of passengers using a full service airline and a low cost carrier. Dr. Sherry Robert (2007), in his research paper Liberalization of the Indian aviation Industry, discussed that India's airline passengers began enjoying the benefit of choice because Indian carriers quadrupled in number. As if that was not enough, the country recorded a twenty two percent increase in passenger traffic. According to the study (Monday, Jul 23, 2007) ‗India Flies to the Top League in Aviation‘ by V. JAYANTH, most of the Airlines in India placed orders for Airbus of different models. To meet their current market demand, most airlines have taken aircraft on lease. At a time when mergers and acquisitions have become the market trend even in the aviation sector, Air India and Indian Airlines integrate to become potentially one of the
  • 20. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 20 largest airlines in the world. The last literature surveyed till date is another article Line between low-cost and full-service carriers blurring, P.R. Sanjai and Shukla T(Feb, 2010) . Here it‘s discussed that India‘s low-cost carriers (LCCs) and full-service carriers (FSCs) are moving into each other‘s flying zones as they look to survive competition made tougher by the recent economic slowdown. In such an environment where low-cost carrier bookings now form a majority of the total bookings, it is becoming increasingly important for the pure play low-fare carriers to differentiate their brands for various consumer segments and offer value-added services. Result of which this allows travelers to build brand preference not just because of low fares—which was now common to all—but on account of added comfort levels, on-time performance, food and beverages or personalized services. In the literature review we find the various research papers on the retailer’s satisfaction towards the airline company, but we did not find any research paper on A study on comparative analysis of India airlines with specific focus on low cost carriers in Ahmadabad city. So that, we were done our research study on this topic. 3.2 RESEARCH GAP
  • 21. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 21 1. Did you evertravel by air? Particulars Frequency In % Yes 150 100% No 0 0% Total 150 100% INTERPRETATION This graph represent to 100 % people travelled by air. 150, 100% 0, 0% Yes No
  • 22. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 22 2. How do you travel generally long distance? INTERPRETATION In this chart represent a generally people how do you travel long distance. Particulars Frequency In % By air 150 100% By train 0 0% By car 0 0% By bus 0 0% Total 150 100% 0 20 40 60 80 100 120 140 160 By air By train By car By bus Total 2.How do you travel generally long distance? In % 2.How do you travel generally long distance? Frequancy
  • 23. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 23 3. Why do you preferred airline for travel? INTERPRETION When people travel in airlines then this objective ask to respondent purpose of traveling, mostly businessman travel in airlines then the purpose of traveling for faster journey because always in hurry for meeting so them purpose of traveling for faster journey and also a time saving, other purpose is comparability because far journey in bus and train like not comfortable a airline then all the different objective for respondent prefer a airline for travel. Particulars Frequency In % For faster journey 32 21% For time saving 38 25% For comfort 41 27% All of this 39 26% Total 150 100% 32 38 41 39 21% 25% 27% 26% F O R F AS TER J O U R N EY F O R T I ME S AV I N G F O R C O MF O R T AL L O F TH I S
  • 24. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 24 4. Have you ever to be following airlines? INTERPRETATION. This objective are ask the respondent have u travel in which following air lines then this survey 24% respondent in go air ,29% respondent travel in air india, 27% respondent are travel in indigo, 20% in this survey mostly respondent highly use for travel in air india and rarely use the spice jet for travelling. Particulars Frequency In % Go air 61 24% Air India 72 29% Indigo 68 27% Spice jet 51 20% Total 252 100% 61 72 68 51 24% 29% 27% 20% Go air Air India Indigo Spice jet
  • 25. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 25 5. Your purpose of travel..... INTERPRETATION All the respondent them purpose of travel was different .Some respondent travel for business because them deal with other party so someone purpose is business. Some respondent are use the airlines for visiting friend or relatives. Then some respondent for tour purpose. Then all the respondent person to person purpose of travelling is different. Particulars Frequency In % Business 56 37% Visiting friends or relatives 29 19% Tour 62 41% Other 3 2% Total 150 100% 56 29 62 3 37% 19% 41% 2% Business Visiting friends or reletives Tour Other
  • 26. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 26 6. Tick below mentioned point as per their importance to you for selection ofthe airlines? INTERPRETATION All the factor know the respondent agree or disagreeness and this factor how impotent for a passenger like availability of flight .The business man travel in airlines then he or she give a highly impotent for this factor. Because all the business man early to reach their meeting place so they gave highly impotent also luggage handling because they always carry with impotent files and all documents so the luggage handling is impotent and also all the other factor are impotent like responsiveness and also cleanliness. Factor Highly importa nt Importan t Neutra l Not importan t Highly not importan t Total Mean S.D. Luggage handling 65 57 28 0 0 150 1.75 0.75 Staff assistance 44 72 30 4 0 150 1.96 0.78 Responsiveness 75 50 17 8 0 150 1.72 0.87 cleanliness 99 33 12 5 1 150 1.51 0.83
  • 27. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 27 7. Tick below mentioned point as per their importance to you for selection of the airlines? INTERPRETATION This objective asks to a respondent and check them impotent of features in airlines on board entertainment is impotent for passenger, the customer services in different- different airlines. The services are different then the customer service also impotent affordability the customer affords a travelling and this objective asks and knows about the respondent impotence. Factor Highly important Important Neutral Not important Highly not important Total Mean S.D. on board entertainment 49 45 47 9 0 150 2.11 0.94 Language 54 65 24 6 1 150 1.9 0.86 Customers service 89 41 19 1 0 150 1.55 0.74 Affordability 57 60 22 9 2 150 1.93 0.94 Accessibility 81 46 21 23 0 171 1.63 0.77
  • 28. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 28 8. value ofmoney in % INTERPRETATION In this table concern the value of money. The frist rank goes to air india,2nd rank goes to go air ,3rd rank goes to indigo and 4th rank goes to spice jet. Then people mostly preferred to a air India for air travelling in value of money. 9. Service in % 1 2 3 4 Total Air India 26 18.7 26.7 28.7 100.1 258.3 Go air 14 32.7 33.3 20 100 259.3 Indigo 24.7 32.7 22.7 20 100.1 238.2 Spice jet 34.7 16 17.3 32 100 246.6 INTERPRETATION In this table concern the services of airlines. In value of money the indigo in the 3rd rank but in the services indigo goes to a 1st rank. The 2nd rank is in services goes to a spice jet ,the value of money air India in 1st rank but in the case of services get 3rd rank. In the services the go air goes to a 4th rank. 1 2 3 4 Total weight avg Air India 40 22 14.7 23.3 100 221.3 Go air 20.7 44 22.7 12.7 100.1 227.6 Indigo 24.7 16.7 44.7 14 100.1 248.2 Spice jet 15.3 17.3 17.3 50 99.9 301.8
  • 29. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 29 10. Food in % 1 2 3 4 Total Air India 38 26 16.7 19.3 100 217.3 Go air 17.3 29.3 34 19.3 99.9 255.1 Indigo 27.3 20 26.7 26 100 251.4 Spice jet 16.7 24 24 35.3 100 277.9 INTERPRETATION This table is showing the ranking for food of air lines .The air India goes the 1st rank in the food and also the value of money. The indigo goes the 2nd rank in food but the services get 1st rank. The go air goes 3rd rank in the food and the spice jet goes to 4th in food. 11. Entertainment in % 1 2 3 4 Total Air India 20 18.7 18 43.3 100 284.6 Go air 16.7 42.7 24 16.7 100.1 240.9 Indigo 36 21.3 24 18.7 100 225.4 Spice jet 27.3 17.3 34 21.3 99.9 249.1 INTERPRETATION In the anyplace entertainment is be must. Then the respondent give rank about the table.In the entertainment 1st rank goes to indigo also in services get 1st rank. The go air goes to 2nd rank in the entertainment ,the spice jet goes to 3rd rank in the entertainment and the 4th rank goes in entertainment is air india.
  • 30. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 30 12. seat comfort in % INTERPRETATION Whenever you go our comfortness is be must important. Then the respondent give them responses in this table in air lines. In the table the indigo goes to 1st rank in the seat comfort , the go air goes to 2nd rank in the seat comfort , the air india goes to 3rd rank in seat comfort and the 4th rank goes to spice jet. 1 2 3 4 Total % Air India 30 16 30.7 23.3 100 247.3 Go air 19.3 39.3 24 17.3 99.9 239.1 Indigo 25.3 26.7 32 16 100 238.7 Spice jet 25.3 18 13.3 43.3 99.9 274.4
  • 31. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 31 13. Gender Particulars Frequency In % Male 100 67% Female 50 33% Total 150 100% INTERPRETATION The objective to ask question is to know wheather respondent is male or female. Male 67% Female 33% Gender
  • 32. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 32 14. 0ccupation Particulars Frequency In % Service 16 11% Retired 4 3% Business 52 35% House wife 21 14% Student 57 38% Total 150 100% INTERPRETATION The objective of ask is to know the occupation of respondents out of total respondent 10% respondent are service ,3% respondent are retired, 35% respondent are business, 14% respondent are housewife, 38% respondent are student. 16 4 52 21 57 11% 3% 35% 14% 38% Service Retired Business House wife Student
  • 33. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 33 15. Monthly income Particulars Frequancy In % Less then 10000 40 27% Between 11000-20000 29 19% Between 21000 37 25% 50000 Above 44 29% Total 150 100% INTERPRETATION The objective of ask question is to know the income which the respondent is using at present . out of total respondent 27% respondent are < 10000 rs per month , 19% respondent between 11000 to 20000 rs per month, 25% respondent between 21000 to 30000 rs per month, and 29% respondent 50000rs above. 40 29 37 44 27% 19% 25% 29% Less then 10000 Between 11000- 20000 Between 21000 50000 Above
  • 34. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 34 16. Age INTERPRETATION The objective to ask this question is to know what is the age of respondent out of total respondent 27% respondent are of above 20 years 44% respondent are of 20-30 years 20% respondent are of 30-40 years 9% respondent are of more then 40 years. Particulars Frequancy In % Above 20 years 41 27% 20-30 Years 66 44% 30-40 Years 30 20% More then 40 years 13 9% Total 150 100% Above 20 years 20-30 Years 30-40 Years More then 40 years 41 66 30 13 27% 44% 20% 9%
  • 35. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 35 17. Qualification INTERPRETATION The objective to ask this question is to know is the qualification of respondent. Out of total respondent 1% respondent are of Illiterate 21% respondent are of up to 12th. 60% respondent are of up to graduation.18% respondent are of up to post grad Particulars Frequancy In % Illiterate 1 1% UP to 12th 32 21% Up to graduation 90 60% Up to post graduation 27 18% Total 150 100% 1 32 90 27 1% 21% 60% 18% Illiterate UP to 12th Up to graduation Up to post graduation
  • 36. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 36 As per the result of factor analysis done by the data collected on the basis of the customer service provided by low-cost airlines, Availability is found as the most problematic area in low cost Airlines followed by Luggage Handling, Staff Assistance, Responsiveness , Assurance/ Support and Cleanliness .Again, while data collected from the passengers of low cost airlines to determine the most significant factors in private airlines, factor analysis is presenting Sensitivity as the most important factor to be considered followed by Reliability, Responsiveness, Responsiveness, Easy Ticketing and Catering Service As per chi-square test results, the young generation the service provided by public airlines is not at all satisfactory while the aged passengers are not that much dissatisfied because of some nostalgic feelings. Onthe contrary, young generation is quite satisfied with the service provided by low cost private while a number of aged passengers are not that much pleased with the same. Both the male and the female passengers strongly disagreed upon the statement that public airlines staff always show courteous behaviour towards their passengers. But both the groups strongly agreed upon the statement that low cost private airlines staff always show courteous behaviour towards their passengers When there is a question of the passenger complaint handling, there is no difference of opinion amongst the passengers with different qualification, whether Postgraduate, Graduate or undergraduate. They have strongly disagreed upon the statement that public airlines staff always handle the customer complaint properly but at the same time most of them strongly agreed upon the statement that low cost private airlines staff always handle the customer complaint properly Again, both the male as well as the female passengers strongly disagreed upon the statement that the public airlines staff always handles the delays and cancellations properly but they strongly agreed upon the statement that low cost private airlines staff always handles the delays and cancellations properly. Lastly, most of the passengers whether Postgraduate, Graduate or undergraduate, strongly disagreed upon the statement that tickets are easily available in public airlines but all the groups strongly agreed upon the statement that tickets are easily available in low cost private airlines FINDINGS AND OBSERVATION
  • 37. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 37 This research has been done on Indian Aviation Industry with a sample size of 150 respondents and this whole study has covered only those customers who have been traveled by air lines in specific focus on low cost carrier in Ahmedabad . These data has been analyzed with the help of EXCEL software and statistics calculator. After analysing the present situation low cost carrier in Ahmedabad airlines operating in India with respect to their customer service, it is very clear that there are number of troublesome areas in airlines, but among them passengers identified availability of airlines is the most problematic area followed by Luggage Handling, Staff Assistance, Responsiveness, Assurance/ Support and Cleanliness. While the same group of passengers has determined that in low cost airlines, the most attractive factor is Sensitivity followed by Reliability, Responsiveness, Responsiveness, Easy Ticketing and Catering Service. Moreover when personal interview was conducted with these diversified group of passengers to compare some specific services provided by the low cost airlines like handling delays and cancellations, courteous behaviour of the staff towards their passengers, easy ticketing and complaint handling, result shows that (after chi-square test), though still a few aged passengers are feeling nostalgic towards low cost airlines, most of the passengers of different qualification and gender are really unhappy with this sector. On the contrary as per the study, the young generation is very much fond with the services provided by low cost private airlines and along with them most of the passengers (male or female, qualified or not) are quite satisfied with the service. So, the low cost private airlines should keep up the same pace to retain their own passengers offering sensitive, reliable and responsive services. They area they should improve is there catering service, as the passengers paying money to buy it instantly they are expecting proper value for their money. So this sector should focus on healthy, hygienic and cost effective passenger friendly catering service to flourish their business. On the other hand, this is the high time for the low cost airlines to undergo a thorough change in the age old system of the organisation as a whole. It seems to be very difficult in this present situation, but to win its won monarchy, there is no other way. This sector should focus on its major weak areas like flight and staff availability, luggage handling, staff assistance and responsiveness to sustain in such tough and competitive scenario. The present research, in this regard, is suggesting two types of training for the public airlines staff - i) Vertical cross training, where employees learn jobs CONCLUSION
  • 38. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 38 above and below their own level. Delta and Singapore Airlines require flight attendants to learn to handle reservations and trace lost luggage before they can fly. ii) Horizontal cross training, in which employees learn most of the other jobs at their level. Hotels and food chains pay hourly workers extra to learn most of the hourly jobs. By this process their attitude toward the passengers will automatically change and as a result the golden days of Indian Airlines will get nearer. In this way, all the airlines operating in India, whether it’s public or private, will become INDIAN’S AIRLINES very soon.
  • 39. KADI SARVA VISHWAVIDYALAYA UNIVERSITY, GANDHINAGAR N.P. COLLEGE OF COMPUTER STUDIES AND MANAGEMENT, KADI 39 Flynn and Scott ,Correlates Of Organizational Commitment: Differences In The Public And Private Sector‖, 1993, Hofstra University, New York F.O‘Connell John and William George, ―Transformation of India‘s Domestic Airlines : A Case Study of Indian Airlines, Jet Airways, Air Sahara and Air Deccan‖, Air Transport Department, Cranfield University, Bedford Hormann and MaschkePeter, 1996 ,The Relation Between Personality and Job Performance of Airline Pilots ,The International Journal of Aviation Psychology,volume-6 Kumar Ravi, September, 2006, Indian Aviation Industry - Opportunities and Challenges, ICFAI Economy Series, Mitra Dipa, 2010, A Comparative Study on Two Indian Retail Players with Special Reference to Their Customer Loyalty, ISSUES AND CHALLENGES IN BUSINESS ENVIRONMENT, Journal of Heritage management and Engineering College, Kolkata, Vol-20, Pg 141-164 Websites: www.thehindubusinessline.com www.managementparadise.com/.../16858-.html www.indianexpress.com/news/air-India www.centreforaviation.com/news/2009/11/06 BIBLIOGRAPHY