ASSESSING THE SERVICE QUALITY OF AVIANCE

Service Quality Indicators Assessment of needs of service users Communication with service users pricing/cost of doing business fairness in service delivery customer convinience in doing business timeliness/promptness in service delivery Staff courtsey towards service users Staff knowledge on service delivery Staff integrity in service delivery Adequacy of Facilities/Equipment Quality of facilities/equipments Complaints handling Service Adaptability Service Spontaneity Total Score Cargo airlines 1.75 2.13 2.91 2.42 1.91 2.66 1.83 4.23 3.65 2.14 2.04 1.64 2.11 3.27 2.48 Mean Scores Of Respondents Passenger Airlines 3.90 3.58 3.00 3.47 4.82 4.32 3.86 4.07 3.50 3.21 3.86 3.24 3.41 3.70 3.71

F AVIANCE
Total score 2.95 3.04 3.18 3.14 3.54 3.44 3.16 3.99 3.59 2.93 3.10 2.78 2.98 3.56

res Of Respondents Frieght forwarders 3.20 3.41 3.62 3.53 3.89 3.33 3.78 3.67 3.63 3.43 3.39 3.45 3.41 3.70 3.53

3.24

Differences in means which are statistically significant between cargo airlines and passenger airlines

Service Quality Indicators Assessment of needs of service users Communication with service users pricing/cost of doing business fairness in service delivery customer convinience in doing business timeliness/promptness in service delivery Staff courtsey towards service users Staff knowledge on service delivery Staff integrity in service delivery Adequacy of Facilities/Equipment Quality of facilities/equipments Complaints handling Service Adaptability Service Spontaneity Total Score

Mean Scores Of Respondents Cargo Airlines Passenger Airlines 1.75 3.90 2.13 3.58 2.91 3.00 2.42 3.47 1.91 4.82 2.66 4.32 1.83 3.86 4.23 4.07 3.65 3.50 2.14 3.21 2.04 3.86 1.64 3.24 2.11 3.41 3.27 3.70 2.48 3.71

hich are statistically significant between Passenger Airlines and Freight forwarders
Service Quality Indicators Assessment of needs of service users Communication with service users pricing/cost of doing business fairness in service delivery customer convinience in doing business timeliness/promptness in service delivery Staff courtsey towards service users Staff knowledge on service delivery Staff integrity in service delivery Adequacy of Facilities/Equipment Quality of facilities/equipments Complaints handling Service Adaptability Service Spontaneity Total Score Mean Scores Of Respondents Passenger Airlines Frieght forwarders 3.90 3.20 3.58 3.41 3.00 3.62 3.47 3.53 4.82 3.89 4.32 3.33 3.86 3.78 4.07 3.67 3.50 3.63 3.21 3.43 3.86 3.39 3.24 3.45 3.41 3.41 3.70 3.70 3.71 3.53

means which are statistically significant between Cargo airlines and Freight Forwa
Service Quality Indicators Assessment of needs of service users Communication with service users pricing/cost of doing business fairness in service delivery customer convinience in doing business timeliness/promptness in service delivery Staff courtsey towards service users Staff knowledge on service delivery Staff integrity in service delivery Adequacy of Facilities/Equipment Quality of facilities/equipments Complaints handling Service Adaptability Service Spontaneity Total Score Cargo airlines 1.75 2.13 2.91 2.42 1.91 2.66 1.83 4.23 3.65 2.14 2.04 1.64 2.11 3.27 2.48 Frieght forwarders 3.20 3.41 3.62 3.53 3.89 3.33 3.78 3.67 3.63 3.43 3.39 3.45 3.41 3.70 3.53