This study examines the underlying forces of service quality influences on passengers' satisfaction in aircraft transport. The study examines which dimensions have a positive influence on service quality and which dimensions have the most and least important impact on service quality in international air travel, as perceived by airline passengers. The findings of this study are based on the analysis of a sample of 100 respondents. In the survey we have collected information from passengers and usually all of them traveled by FSC and LCA’s and thus were able to comment on the services of both. This study analyzed the data from passengers of three classes, economy, business and premium. The results suggest that there are different factors of in-flight service quality that are important according to the customer seat class. The dimensionality of perceived service quality in international air travel was explored and three dimensions were identified. These dimensions include in-flight service, in-flight digital service and back-office operations. The findings reveal that these three dimensions are positively related to perceive service quality in international air travel and of these dimensions, Cuisines provided, seat comfort safety are the most important dimension in in-flight service quality. Personal entertainment is the most important dimension as perceived by airline passengers in In-flight digital service quality. Online ticket booking is another dimension in back-office operations. In addition, the findings indicate that passengers' satisfaction on different airline companies on basis of the services delivered. Results of the study reveal that although there have been significant changes in the aviation industry, which is currently in turmoil, yet the emergence of low fare carriers has been 4DIJMS 4DIJMS-Vol-6,Issue-1,July-2015 Page 57 successful in making inroads in this sector. The findings provide evidence for the importance of service quality in both low cost and full cost airlines. Results show that passengers consider significant difference in the tangible features of full service carriers in that they consider it to be an important aspect of service quality. Whereas low cast carriers have become attractive given their low fares, passengers still consider tangibles to be an effective source of service quality perceptions. *Research Scholar-Patna University Introduction Today competition is not only rife, but growing.

Author Name: Jai Praksh Yadav

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Keywords: Service quality,three dimensions,Aviation industry

ISSN: 2250 - 0669

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