Documente Academic
Documente Profesional
Documente Cultură
SUBMITTED TO:
Prof. Sankar Das
SUBMITTED BY:
4. Review of literature
5. Analysis of Data
6. Conclusion
7. References
8. Questionnaire
List of Tables and Illustrations
1.2 Gender
1.3 Occupation/Profession
1.4 Income
Limitations
Small sample size
The sample size I have taken for this research is 60 which are considerably small as
compared to the total population who bought cars.
I wanted to research in which each member of the subset has an equal probability of being
chosen.
Research Objectives
To study the factors influencing customer satisfaction in the airlines industry.
Research Design: In order to achieve the above study objectives, I have used the
quantitative research and tried to find out the customer satisfaction using Likert
Scale.
Sampling: I have used Stratified Sampling and have targeted the age group of 18 and
above and who often use flight services.
Area of Survey: Pune ( Mainly in the Hadapsar Area and Manjiri)
Gender: Male and Female both.
Sample Size: 60
Data Collection Method: I have collected data through questionnaire survey method
and Snowball Technique in a few cases.
Survey is done through questionnaire filling.
Responses have been collected mainly through personal interaction with people of
various age groups available in the building I am living in. I also visited to a shopping
complex to target people of various age groups.
Analysis of Data
1. Demographic Questions
1.1 Gender
Out of 61 respondents 46 i.e. 75.4% are male and remaining 15 i.e. only 24.6% are female.
Gender
Frequency Percent Valid Percent Cumulative Percent
Valid Male 46 75.4 75.4 75.4
Female 15 24.6 24.6 100.0
Total 61 100.0 100.0
1.2 Age
I have tried to take the responses of all the age groups but most of the respondents lies in
the age group of 26 40 i. e. 36.1 % of the total sample size.
Age Group
Frequency Percent Valid Percent Cumulative Percent
Valid 18 - 25 11 18.0 18.0 18.0
26 - 40 22 36.1 36.1 54.1
41 - 55 16 26.2 26.2 80.3
Above 55 12 19.7 19.7 100.0
Total 61 100.0 100.0
1.4 Occupation
Majority of the respondents are employees (65.6%). Only 26.2% have their own business,
are retired.
Occupation
Frequency Percent Valid Percent Cumulative Percent
Valid Employee 40 65.6 65.6 65.6
Business 8 13.1 13.1 78.7
Student 5 8.2 8.2 86.9
Retired 8 13.1 13.1 100.0
Total 61 100.0 100.0
2. Analysis of Statements
2.1 KMO and Bartletts Test-
KMO value is 0.770, which is greater than 0. 6 indicating that the sample collected is
adequate for the study.
Bartletts Test value is 0.000 which is less than 0.05. It means the data collected is suitable
for the study and does not produce any identity matrix.
Component 1, 2, 3 and 4 have the values 4.016, 1.715, 1.192, 1.002 respectively. These
values are greater than 1. So, these four components can be extracted and are significant for
the data analysis. The cumulative percentage is 66.035% of the total variance. That means
these four components explain and signifies the total variance very effectively.
So, from the above correlation significance we can name the component as Pre - flight
Services.
From the above correlation significance, we can name the component as In flight Services
and Comfort.
Conclusion
From the study, it can be well concluded that there are various factors that play a major and
vital role for the customer satisfaction in the Airline Industry. The most important factor for
the Airline Industry is the in flight services of a particular airline company when the
customer is on board for a flight.
Another important factor is the Pre flight services of an airline company while the
customer is at airport. It depends on the check in efficiency and behaviour of the employees
at the airport.
It can also be concluded that Remedies to Passengers Problem also play a very vital role for
airline industry. So, there must be proper remedies to the problems of passengers while they
are on board or at the airport.
Finally, Employees should be hygienic and must have a very courteous and pleasant
behaviour with the customers or passengers while they are on board for better customer
satisfaction and customer delight.
QUETIONNAIRE
Factors Affecting Customer Satisfaction in Airline
Industry (Domestic)
A. What is your name?
_____________________
B. Your Gender:
1) Male
2) Female
D. Educational Qualification :
1) High School
2) Under Graduate
3) Graduate
4) Post Graduate
E. Occupation:
1. Employee
2. Business
3. Student
4. Retired
F. Monthly Income:
1. Less than Rs. 25,000
2. Rs. 25,000 to Rs. 50,000
3. Rs. 50,000 to Rs. 75000
4. More than Rs. 75,000
Thank you,