Introduction

Background of the study: Why Service Marketing?

Services include all economic activities whose output are not a physical product, are generally consumed at the time it is produced, and provide added value in forms that are intangible concerns of its purchaser. Philip Kotler has defined Service Marketing as: Any act or performance that one party can offer to another, that is essentially intangible and does not result to the ownership of anything. Its production may or may not be tied to a physical product.

Service Marketing Triangle

Company Internal Marketing Enabling Promises External Marketing

Making Promises

CustomersProducer Producer Keeping Promises Interactive Marketing Customer

The services marketing triangle shows the 3 interlinked groups that work together to develop, promote and deliver services. Between the three points of triangle there are three types of marketing that must be successfully carried out for a service to succeed external and interactive marketing. All these activities resolve around making and keeping promises to customers. For services all three types of marketing activities are essential for building and maintaining relationships with customers.

External Marketing Making Promises

Through its external marketing efforts a company makes promises to its customers regarding what they can expect and how it will be delivered.

Interactive Marketing Keeping Promises

This is the most critical type of marketing activity from the customers point of view. Interactive marketing occurs in the moment of truth when the customers interact with the organization and the service is produced and consumed. Promises are kept or broken and the reliability of service is related every time the customer interacts with the organization.

International Marketing Enabling Promises

Service providers must have the skills, abilities, tools and motivation to deliver. They must be enabled. Promises are easy to make but unless provided with tools and rewards for good service, the promises may not be kept. This is important as the employee satisfaction is linked with the customer satisfaction.

Synopsis
Statement of the Problem: Nowadays, the passengers have more options to travel by preferable airlines. So success to meet needs and expectations is assumed to be the result in satisfaction with the service. Jet Airways, today, recognize that it can compete more effectively by distinguishing itself with respect to service quality and improved customer satisfaction. Jet Airways would like to know passengers whether they have been satisfied by the quality and service of Jet Airways. So the study of customer satisfaction has been conducted.

Objectives of the Study: The objectives of the study are as follows: 1. To find out customer satisfaction and expectation towards Jet Airways. 2. To find out agencies' opinion about the customer satisfaction towards Jet Airways. 3. To determine the satisfaction level of Jet Airways passengers. 4. To know about the operation of the Jet Airways. 5. To know the customers' reaction to the company's service.

6. To know how to make successful service towards the customer satisfaction and expectation. 7. To find out how to improve the service quality and get rid of sources of dissatisfaction to make the customers satisfy. 8. To maintain the customer satisfaction to be the delighted customer. The ultimate goal of the study is to find out the actual customers satisfaction level and in turn to convert non satisfied customers and satisfied customers into satisfied customers and delighted customers, respectively.

Need for the Study: Whether the buyer is satisfied after purchase depends on the offer performance in relation to the buyers expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. Now companies are aiming to delight the customers because customers who are just satisfied still find it easy to switch when a better offer comes along. Those who are highly satisfied are much less ready to switch to other companies. Delight creates an emotional bondage with the brand. The need for this study is to know whether their using the airlines services satisfies the customers, whereas customer satisfaction or delight depends on the service quality.

Scope of the Study: The scope of the study is to judge the satisfactory level of Jet Airways' service quality whether the passengers are satisfied. Moreover, to find out the factors that

make the customers dissatisfy. Therefore, to convert unsatisfied customers to satisfied customers and maintain satisfied customers up to be delighted customers is the goal of the study.

Expected Contributions: 1. To maintain the good service quality and improve the unsatisfactory service which is toward the customer satisfaction and expectations. 2. To create a good image to the customers. 3. To create customer retention.

Limitation of the Study: 1. The survey is conducted in Bangalore city only. 2. Due to time constraint, sample size for passengers and agencies was restricted to 50 and 10 respectively.

Company Profile
Historical Background of Airline Industry
Seven decades have passed since the late JRD Tata, better known as the father of civil aviation in India operated the first ever flight of a scheduled air service. Tata Airlines was founded in 1938 and operated under this name until nationalization in 1953, when it was renamed Air India International and later; Air India. The Air Corporation Act of 1953, led to the formation of two airlines Air India and Indian Airlines, the former designated as the countrys international airline while Indian Airlines operated on domestic routes. The liberalization of the economy in the 1990s allowing private airlines to operate as Air Taxi Operators saw five major airlines come into existence. By 1997, only two airlines remained operational, Jet Airways being of one of them. Jet Airways has become a success story in the Indian Aviation Industry and is one of the fastest growing airlines in the world. Jet Airways was set up with the objective of becoming the most preferred domestic airline in the country, by providing superior quality and reliable air travel in India. A high percentage of the domestic air traffic comprises business travelers. Therefore, Jet Airways focus from the very beginning was to emerge as the Businessmans Preferred Airline.

Today, it is a matter of pride that Jet Airways is widely recognized as Indias Best, World Class Domestic Airline. This has led to a product and service that aimed at world class norms, beginning with the choice of aircraft itself.

Jet Airways
History of Jet Airways
Jet Airways began its operations on May 5, 1993, with the first flight, Ahmedabad Bombay (AHM BOM 737 9W 322). The fleet started with 4 Modern Generation Boeing 737 300 aircraft with an objective of being the most preferred airline in India that would upgrade the concept of domestic airline to world class standards. Since May 1993, Jet Airways has systematically and continually inducted modern generation aircraft, and was the first to operate the B737 400, B737 500, in India, after their launch across the United States. Jet Airways was also the first to fly the ATR 72 500 aircraft in 1997 in India. This has enabled Jet Airways to offer better connectivity and reliable air links to interior cities and towns. Seven months later Jet Airways became the first airline to fly the 737 900 and also the first to fly the 737 700. Today, Jet Airways has one of the youngest aircraft fleets in the world with an average age of around 3 years. The facilities of Ansett (Australia) were used for the training and conversion of Jet Airways pilots and engineers. To help Jet Airways achieve world class norms in service, Speedwing (a British Airways Subsidiary) assisted Jet Airways in conducting a program on Customer Service Excellence for staff across functions at all levels.

To ensure accurate and efficient reservation systems, Jet Airways tied up with and is co hosted with SABRE one of the worlds best reservations systems, which was initiated with the launch of the first flight. Within 3 months of running operations, Jet Airways also became an associate member of IATA, a party to the IATA Multilateral Interline Agreement and a member of the IATA Clearing House. Today Jet Airways operates over 250 flights daily to 41 destinations within India and provides over 22,000 seats per day. Passengers have a choice of multiple frequency flights between the metros. Same day returns flights make it possible to even conduct just half a days business in a distant city. Thirty six millions passengers have flown Jet Airways in the last 10 years. This has not only contributed to international and domestic tourism within India but has also provided employment opportunities to a large segment of people. Building a highly skilled and motivated team of professionals at all levels has played a key role in delivering world class service. Both on ground and in the air, Jet Airways product and service standards have been benchmarked against the best internationally. In recognition of this, several global and national awards and honors have been conferred on the airline. Jet Airways has also received the ISO 9001:2000 certification for its in-flight services, a rarity in the aviation industry. Jet Airways is also committed to the areas of corporate and social responsibility. The airline supports a variety of social causes, one of which is the Magic Box initiative. This is an in flight collection program undertaken by Jet Airways since 1997 to facilitate the welfare activities undertaken by Save The Children India (STCI), an NGO dedicated to empowering the under privileged, especially women and children across the country through health and education based initiatives.

The Jet Airways Magic Box collection has assisted in the setting up of SPARSH, a special care center for the mentality challenged children and hearing impaired, starting comprehensive school programs for the under privileged children, adopting a Municipal School and contribution to the Gujarat Earthquake Rehabilitation program. 1993 2003, a decade that has seen Jet Airways transform civil aviation in India. An airline, that has done India proud for ten years and is firmly established as the preferred domestic carrier of the country.

JET AIRWAYS TIMELINE (DOMESTIC AIRLINE 1993 2003)

Years
1992 1993 1993 94

EVENTS
Jet Airways (India) Limited was founded by Mr. Naresh Goyal a Non Resident Indian. May 5, Jet Airways started operation in India with the 737 300 series of aircraft. 4 aircraft Boeing 737 300 leased from Ansett Worldwide Aviation Operations: 28 daily flights, 12 destinations with market share of 6.6%. April, two more Boeing B737 400s were acquired. Fleet of 6 Operations: 39 daily flights, 14 destinations. Frequent flyer Program (Jet Privilege). Jet Airways had increased its market share to an estimated 11%. 14th January, Jet Airways was granted scheduled airline status and operating permit. Air Transport World, one of the worlds leading aviation magazines, stated that Jet Airways was the fastest growing airline in the world. In May, the airline introduced late night flights on the Mumbai Delhi sector and branded it Night Saver. The B737 300s were phased out in, followed by the B737 500 aircraft. Jet Airways was the first airline in the country to introduce a three tier frequent flyer program. The first private airline in India to have its own full flight simulator and flight-training device. Prestigious TTG Travel Award for the Best Domestic Airline in Asia Pacific. Over 250 flights to 41 destinations. Average age of fleet is around 3

1994

1994 95 1995 1998

1998 99 1999 2001 2002 2003

2003

years, making the fleet youngest in its size segment. May 5th, First airline in Southeast Asia to induct the Boeing 737 900.

Mission of Jet Airways

Jet Airways has firmly established its corporate mission statement, to be the most Preferred Domestic Airline in India and achieve this pre eminent position by offering a high quality of service. It was to make the world look up to the Indian

skies. Jet Airways wants to set a global example for domestic travel. There are 4 missions of Jet Airways as given below: 1. Jet Airways will be the most preferred domestic airline in India. It will be the automatic first choice carrier for the traveling public and set standards, which other competing airlines will seek to match. 2. Jet Airways will achieve this pre-eminent position by offering a high quality of service and reliable, comfortable and efficient operations. 3. Jet Airways will be an airline, which is going to upgrade the concept of domestic airline travel - be a world - class domestic airline. 4. Jet Airways will achieve these objectives whilst simultaneously ensuring consistent profitability, achieving healthy, long-term returns for the investors and providing its employees with an environment for excellence and growth.

Achievements
Jet Airways aims at excellence in all areas of service, and has been credited with many aviation innovations to achieve complete customer satisfaction and the highest standards in everything. From the maintenance of Jet Airways fleet to customer satisfaction, from security to service both in-flight and on the ground, the achievements have set benchmarks. Jet Airways has always set high standards for itself, take a look at some of the reasons that make itself as Indias favorite domestic airline.

Achievements so far
Since the commencement, Jet Airways has achieved the status of the largest private domestic airline in India. The figures speak for themselves: -

 From 4 aircraft in 1993-94 to 41 aircraft in February 2003; From 12 destinations in 1993-94 to 41 destinations in February 2003; From 24 daily flights in 1993-94 to over 250 flights in February 2003. In the process, Jet Airways has carved out a market share of over 46% (estimated 2002 -2003). Jet Airways emphasis on technology and on time performance is one of the key factors of airlines spectacular success. Jet Airways flies Modern and Next Generation aircraft and maintain a young aircraft fleet (with an average age of 3 years as on March 2003), making airline as one of the youngest fleet in the world. Jet Airways operates over 250 flights daily to 41 destinations across the country. The rapid expansion of the route network has earned airline the prestigious Air Transport World Award 2001 for Market Development and the TTG Travel Award 2002 for Best Domestic Airline. Jet Airways was the first airline in India to receive the World Travel Market Global Award, the world's premier global travel event in London. Jet Airways has also won the prestigious H&FS Domestic Airline of the Year Award four times, with the latest award in 2001. And Citibank Diners Club has chosen Jet Airways as India's best domestic airline for excellence in service besides consistently winning other; awards for excellence in service. Jet Airways also prides in having the youngest fleet of aircraft in India, consisting of the modern 737 400/700/800 and the ATR 72 500 and on having an unbeatable record of on time flights and providing world class frequent flyer benefits to its customers, through Jet Airways alliances with British Airways, KLM Royal Dutch Airlines and Northwest Airlines.

Jet Airways strives to provide service of the highest standard to customers, both on ground and in flight. Jet Airways is proud that it is one of the few airlines in the world to receive the ISO 9001 certification for in flight services. Apart from the various innovations launched by Jet Airways in the history of Indian Aviation, Jet Airways also continues to be a responsible corporate citizen.

Fleet Facts
Jet Airways' current fleet consists of B737 New and Next-Generation aircraft and the modern turbo-prop ATR72-500 aircraft. CFM 56 engines power all the Boeing aircraft while the ATR aircraft are powered by Pratt and Whitney 127 engines. The average age of the fleet is 3 years making Jet Airways the operator of the youngest aircraft fleet in Asia. Jet Airways modern fleet of aircraft.

Aircraft B 737 - 900 B 737 - 800 B 737 - 700 B 737 - 400 ATR 72 500 Total No.

No in Service 01 13 12 08 08 42

Research design
Purpose: -

Everyone knows what satisfaction is, until asked to give a definition. Then, it seems, nobody knows. Richard L. Oliver quotes this sentence. This is the reason and purpose why this project report has been conducted. Before going beyond to do the research, I have referred the textbooks, journals, and articles from many sources. Through textbooks I got the broad idea about what the customer satisfaction is, and how and whether the importance is influenced to the todays business in airline industry.

Methodology: After knowing the purpose, next step was methodology. Collecting and gathering the data was the first thing, which was done. From many textbooks, articles, journals and Internet Web Site information was collected for this project report as below: Service Marketing: Integrating Customer Focus Across the Firm (2003) by Valarie A. Zeithaml and Mary Jo Bitner. Service Marketing (1999) by Roland T. Rust, Zahorik J. Anthony and Tinothy L. Keiningham.

Gaining Altitude from the Economics Times Bangalore on 5th

June 2003, pp.8 10. 10 years of service and growth from Jetwings Magazine, vol.3, May 2003, Issue 5, pp.16 30 Internet Web Site: www.jetairways.com www.servicemanagement.com After these materials were collected, they were analyzed in points to do the report project.

Conclusion: From the gathered data, it is shown the importance of customer satisfaction and how it can link to delighted customers. The benefits derived from the literature review are as follows: 1. It can help us to understand concept of the topic, which has been done. 2. Many ideas guide us how to do and analyze the project report.

Conceptual Framework
Definition of Customer Satisfaction
Everyone knows what satisfaction is but when they are asked to give a definition. It seems nobody knows.

From the previous sentence, Richard L. Oliver expresses the definition of satisfaction as given below. Satisfaction is the consumers fulfillment response. It is a judgment that a product to service feature, or the product or service itself, provides a pleasurable level of consumption related fulfillment. Satisfaction is the customers evaluation of a product or service in terms of whether that product or service has met their needs and expectations. Failure to meet needs and expectation is brought to dissatisfy with the product or service.

Factors Influence Customer Satisfaction

Product and service features Consumer emotions Attributions for service success or failure Perceptions of equity or fairness

Product and Service Features

Customer satisfaction with a product or service is influenced significantly by the customers evaluation of product or service features. Research has shown that customers of services will make trade offs among different service features (price, quality and etc), depending on the type of service being evaluated and the criticality of the service.

Consumer Emotions

Actually, there are 2 types of emotion that are given below: -

Positive emotions Negative emotions

The emotions can be stable, pre existing emotions e.g. mood state or life satisfaction. For example, when you are on vacation or at a very happy stage in your life, good mood and positive frame of mind has influenced, you will respond positively to that service.

Attributions for Service Success or Failure

Attributions the perceived causes of events influence perceptions of satisfaction as well. When the customer has been surprised by an outcome (the service which is better or worse than expected), customers tend to look for the reasons and their assessments for the reasons can influence the satisfaction.

Perceptions of Quality or Fairness

Always, customers will ask themselves whether they have been treated fairly compared with other customers. Notions of fairness are central to customers perceptions of satisfaction with products or services.

Customer Satisfaction

Product Performance

Catering to Change

Cost

Delivery

Product Range

After Sales Service

Figure 1: Other Factors Influence Customer Satisfaction

Reliability

Situational
Responsiveness Assurance

Service Quality

factors

Empathy Tangibles

Product Quality

CUSTOMER SATISFACTION

Price Personal Factors

Figure 2: Components of Customer Satisfaction

Components of Customer Satisfaction

The factors that make the customer satisfy are given below: 1. 2. Service Quality Reliability Responsiveness Assurance Empathy Tangibles Product Quality

3. 4. 5.

Price Situational Factors Personal factors

Service Quality Dimensions

Ultimately, customers judge the quality of services on their perceptions of the technical outcome provided and on how that outcome was delivered. The service quality dimensions consist of: 1. Reliability that is ability to perform the promised service dependable and accurately. 2. Responsiveness that is the willingness to help customers and provide prompt service. 3. Assurance that is the employees knowledge and courtesy and their ability to inspire trust and confidence. 4. Empathy that is the caring, individualized attention given to customers. 5. Tangibles that are appearance of physical facilities, equipment, personnel, and written materials. In the case of airline industry, how customers judge the 5 dimensions of service quality is given below: Reliability: Flights to promise destinations depart and arrive on schedule. Responsiveness: Prompt and speedy system for ticketing, inflighted, baggage handling Assurance: Trusted name, good safety record, competent employees Empathy: Understanding of special individual needs, anticipates customer needs Tangibles: Aircraft, ticketing counters, baggage area, uniforms

Satisfaction normally involves the eliminating problems. It goes beyond to the concept of delight, which is the positive surprise. It is the highest level of satisfaction and it transfers to better outcomes that can be achieved through other levels of satisfaction. The customer is satisfied with a defect rate of 0.01%, but if we could eliminate defects altogether, then the customer would be delighted. Delight leads to behavioral outcomes that are substantially better than mere satisfaction can provide. These include repurchase, positive word of mouth, increasingly profit and sales and so on.

Why does the organization think about the important of the customer satisfaction?
Nowadays, many organizations look at the important of the customer satisfaction with the reasons are given below: Repurchasing Word of mouth Pay less attention to competing brands and advertising Buy other products or services of the same company

Profit increase Sales volume increase

Satisfied Customer Delighted Customer

1. 2. 3. 4. 5.

Repurchasing Word of Mouth Increasingly Profit Increasingly Sales Pay less attention to competing brands and advertising 6. Buy other products or service of the same company

How do the customers form their expectations?

Expectations are formed on the basis of the buyers past buying experience, statements made by friends and associates, and marketer and competitor information and promises. If marketers raise expectations too high, the customer is likely to be disappointed. On the other hand, some successful companies are raising expectations and delivering performance to match. These companies aim high because customers who are just satisfied will still find it easy to switch suppliers when a better offer comes along. These who are highly satisfied are less ready to switch. The fact is that high satisfaction or delight creates an emotional affinity with the brand, not just a rational preference and this creates high customer loyalty.

Satisfaction level
Satisfaction level is a function of the difference between perceived performance and expectations. A customer could experience one of the 3 broad levels of satisfaction. If the performance comes under the expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds the expectations, the customer is highly satisfied, pleased or delighted. From the following equations, they explain these relationships: Perceived delivery Perceived delivery Perceived delivery Perceived delivery < = > >> Expectation Dissatisfaction Expectation Satisfaction Expectation Delight Expectation Astonishment

Methodology
Type of Research: For preparation of the project report, several methods were used to collect data and pertinent information. The data required fro the study were collected from primary and secondary sources. Detailed questionnaires were prepared for passengers as well as for agencies covering as many variables as possible. The secondary data were collected from the textbook, journals, Jetwings magazine, and Internet web site.

Sampling Technique: The simple random Sampling Method was considered for the study, which is based on assumption that the respondents were randomly drawn from population. It this study, the passengers have traveled by Jet Airways, Indian Airlines and Air Sahara. The sample was random from the passengers of these airlines.

Target Population: Sampling design begins by specifying the target population, which is the selection of elements or objects that posses the information sought by the researcher and that frame about which inferences are to be made. The target population selected for the research was the passengers and agencies of Jet Airways. Passengers were selected from different professions, age groups who belong to different income levels without any kind of bias.

Sampling process incorporates four steps as given below:

Determine the sampling frame

Select sampling technique

Determine the sample size

Execute the sampling process

Sample Size and Sample Description: The sample size of this study is the questionnaire, which is divided into 2 parts: 50 questionnaires from passengers 10 questionnaires from agencies

Instrumentation Technique: The study is conducted by using Instrumentation Technique. Questionnaire: The sample size of questionnaire is divided into 2 parts: 50 questionnaires from passengers 10 questionnaires from agencies

Actual Collection of Data: The collection of data is the gathering of information from various sources. For this project, the primary and secondary sources have been used. Data Collection from Primary Sources The primary data is based on the objectives of the study, research approach through survey method that is questionnaire development and samplings have been designed visiting the passengers and airline agencies in Bangalore. Data Collection from Secondary Sources

Secondary data were gathered from numerous sources. While preparation of this project report, the two types of secondary data have been collected. Internal Data was generated from the companys profile and Jetwings magazine. External Data, on the other hand, was generated from general library research sources, textbooks, trade journals, articles from newspaper, brochures and Internet web site www.jetairways.com. www.servicemangement.com

Tools used for testing of hypothesis: Chi Square Test ( ) Chi square is non parametric test used by marketing researchers to test hypothesis. This test is employed for testing hypothesis when distribution of population is not known and when nominal data is to be analyzed. With the help of chi square, it can be ascertained whether the given discrepancy between theory and observation is due to change or whether it is due to failure of theory to fit into the observed facts. In this project chi square test was used to determine whether there was any association between two options. It was also used to find the effectiveness of any option or preference.

Formulae used for calculating the value of chi square is as follows:

2 cal

= (O E) 2 /

The expected frequency can either be taken arbitrary assigned or determined mathematically from the observed information. The table value was taken from the chi square table corresponding to the degree of freedom that was obtained from the frequency table.

HYPOTHESIS
Statistically inference is that branch of statistics, which is concerned with using probability concept to dealt with uncertainty in decision making. The field of statistical inference has had a fruitful development since the later half of the 19 th century. It refers to the process of selecting and using a sample statistical to draw inference about a population parameter based on a subset of it the sample drawn from the population. Statistical inference treats two different classes as problems: 1. Hypothesis testing, i.e., to test some hypothesis about parent population from which the sample is drawn.

2. Estimation, i.e., to use the statistics obtained from the sample as estimate of the unknown parameter of the population from which the sample is drawn. In both these cases the particular problem at hand is structured in such a way that inferences about relevant population values can be made from sample data.

Testing of Hypothesis
Hypothesis testing: Hypothesis testing begins with an assumption called a hypothesis that we make about a population parameter. A hypothesis is a supposition made as a basis for reasoning. According to Prof. Morris Hamburg, A hypothesis in statistics is simply a quantitative statement about a population. Palmer O Johnson has beautiful described hypothesis as Islands in the uncharted seas of thought to be used as bases for consolidation and recuperation as we advance into the unknown. There can be several types of hypotheses. For example, a coin may be tossed 200 times and we may get heads 80 times and tails 120 times. We may now be interested in testing the hypothesis that the coin is unbiased. To take another example we may study the average weight of the 100 students of a particular college and may get the results as 110 lb. We may now interested in testing the hypothesis that the sample has been drawn from a population with average weight 115 lb. Similarly, we may be interested in testing the hypothesis that the variable in the population are uncorrelated.

Procedure of Testing Hypothesis

The procedure of testing hypothesis is briefly described below: 1. Set up a hypothesis: The first thing in hypothesis testing is to set up a hypothesis about a population parameter. Then we collect sample data produce

sample statistics, and use this information to decide how likely it is that our hypothesized population parameter is correct. The conventional approach to hypothesis testing is not to construct a single hypothesis about the population parameter, but rather to set up two different hypotheses. This hypothesis must be so constructed that if one hypothesis is accepted, the other is rejected and vice versa. The two hypothesis in a statistical test are normally referred to as: Null Hypothesis Alternative Hypothesis The null hypothesis is a very useful tool in testing the significance of difference. In its simplest form the hypothesis asserts that there is no real difference in the sample and the population in the particular matter under consideration (hence the word null which means invalid, void, or amounting to nothing) and that the difference found is accidental and unimportant arising out of fluctuations of sampling. As against the null hypothesis, the alternative hypothesis specifies those values that the researcher believes to hold true, and, of course, he hopes that the sample data lead to acceptance of this hypothesis as true. The null and alternative hypothesis is distinguished by the use of two different symbols, Ho and Ha representing the null hypothesis and the alternative hypothesis, respectively. Ho: 1 2 = 0 ( Null Hypothesis) Ha: 1 2 0 ( Alternative Hypothesis)

2. Set Up a Suitable Significance Level: Having set up the hypothesis,

the next step is to test the validity of Ho against that of Ha at ascertains level of significance. The confidence with which an experiment rejects or retains a null hypothesis depends upon the significance level adopted. The significance level is

customarily expressed, as a percentage, such as 5 per cent, is the probability of rejecting the null hypothesis if it is true.

3. Setting a Test Criterion: The third step is to construct a test criterion.

This involves selecting as appropriate probability distribution for the particular test, that is, a probability distribution that can properly be applied. Some probability distributors that are commonly used in testing procedures are t, F and chi square. Test criteria must employ an appropriate probability distribution; for example, if only small sample information is available, the use of the normal distribution would be inappropriate.

4. Doing Computations: Having taken the first three steps, we have

completely designed a statistical test. We now precede to the fourth step performance of various computations from a random sample of size n, necessary for the test. These calculations include the testing statistic and the standard error of the testing statistic.

5. Making Decisions: Finally, we may draw statistical conclusions and

take decisions. A statistical conclusion or statistical decision is a decision either to reject or to accept the null hypothesis. The decision will depend on whether the computed value of the test criterion falls in the region of rejection or the region of acceptance.

Two Types of Errors in Testing of Hypothesis

When a statistical hypothesis is tested, there are four possibilities as given below: 1. The hypothesis is true but our test rejects it. (Type I error) 2. The hypothesis is false but our test accepts it. (Type II error) 3. The hypothesis is true but our test accepts it. (Correct decision)

4. The hypothesis is false but our test rejects it. (Correct decision) Accept Ho Ho is true. Correct decision Reject Ha Type I Error

Ho is false.

Type II Error

Correct Decision

Obviously, the first two possibilities lead to errors.

The Test of Hypothesis: Chi Square Test

The hypothesis test of ranking airlines: Airlines Jet Airways Indian Airlines Air Sahara Total Observed Value (O) 66 22 12 Expected Value (E) 33.33 33.33 33.33 Rank No. 1 Respondents 33 11 6 50

% 66% 22% 12% 100%

(O E ) 2 E

(O E) 2
1067.3289 128.3689 454.9689 2 cal =

32.023 3.8514 13.6504 49.5248

Assumption:
Ho: Ranking between the airlines is same. Ha: It is not same. Level of significance 5% and D.O.F. is 2.

 2tab = 5.99
Test Statistics
2

(O E ) 2 E

Test Conclusion
Since
2 cal

cal

= 49.5248
2

>

tab,

Ho is rejected.

Jet Airways ranking is very good.

The Test of Hypothesis to find out the Preference between EXECUTIVE CLASS VS ECONOMIC CLASS
Class Executive/Business Class Economic Class Both Total Po = 0.50, P1 = 0.76 No of Respondents 9 38 3 50 Percentage 18 % 76 % 6% 100 %

Assumption:
Ho: P1 = P2 Ha: P1 P2 Level of significance 5% => Z tab = 1.96 Test Statistics
P P0 1 P0 P0 n
0.76 0.50

Z=

0.5 0.5 50

0.26 0.0707

= 3.68
Conclusion: It is showing highly significance i.e. 3.68. The passengers prefer to travel by economic class. Table No.1 Showing the distribution of respondents, According to gender Gender
Male Female Total Analysis and Interpretation Respondents are selected on random so there are both males and females. This study stated 40 out of 50 are male respondents (80%) and 10 out of 50 are female respondents (20%).

No of Respondents
40 10 50

Percentage
80% 20% 100%

Chart No.1 Showing the distribution of respondents, according to gender

90% 80% 70% 60%

Percentage

80%

50% 40% 30% 20% 10% 0% 1

Gender

Male Female 20%

SOURCE TABLE NO:1

Table No. 2 Showing the distribution of respondents, according to the age group Age Group 21-30 31-40 41-50 51-60 61-70 71-80 Total No of Respondents 22 10 11 5 1 1 50 Percentage 44% 20% 22% 10% 2% 2% 100%

Analysis and Interpretation From the above table, we can see that 44% of the respondents belong to the age group of 21 30. While the second age group is between 41 50 (22%). Other age group respondents are negligible.

Chart No. 2 Showing the age group of the Respondents

25

22

20
no of respondents

15

10
10

11 5

1
21-30 31-40 41-50 51-60 61-70

1
71-80

0
Age group

SOURCE TABLE NO.2

Table No. 3 Showing the distribution of respondents, according to the educational background Education
Pre University Degree Post Graduate Above PG Total Analysis and Interpretation From the data, we interpret that post graduates believe in traveling in style whereas the others fall in a narrow bracket.

No of Respondents
1 11 31 7 50

Percentage
2% 22% 62% 14% 100%

Chart No. 3 Showing the distribution of respondents, according to the educational background

35 31 30 25 20 15 11 10 5 1 0
Pre - University Education PG Degree Above PG

No of Respondents

Education
SOURCE TABLE NO:3

Table No. 4 Showing the distribution of respondents,

according to the occupation Occupation

Student Working group Others Total

No of Respondents
17 19 14 50

Percentage
34% 38% 28% 100%

Note: Due to the limitation of sample size, the private company, businessman, government sector and public company were grouped together.

Analysis and Interpretation The above table shows 38% of respondents are in working group, which belongs to the private company, businessman, government sector and public company. 34% are students while 28% belongs to other occupations. From this we can infer that more than 50% of people travelling by air are either businessmen or white-collar workers.

Chart No. 4 Showing the Occupation Profile

20 18 16

no of respondents

14 12 10 8 6 4 2 0

17

19 14

Student

Working Group

Others

occupation

SOURCE TABLE NO:4

Table No. 5 Showing the monthly income of respondents Monthly Income

Less than 20,000 20,001 30,000 30,001 50,000 Above 50,000 Total Analysis and Interpretation It has been observed from the above data that about 34% from the total respondents comes under wage bracket below Rs.10,000, 34% comes under Rs.10,001 to 30,000 income bracket, 14% comes under Rs.30,001 to 50,000 income bracket and 18% comes under Rs.50,000 and above income bracket. It is inferred that middle class people prefer to travel by air for mental satisfaction or status.

No of Respondents
17 17 7 9 50

Percentage
34% 34% 14% 18% 100%

Chart No.5 Showing the Monthly Income

Above 50,000 18% 30,001 50,000 14% 20,001 30,000 34%

Less than 20,000 34%

SOURCE TABLE NO:5

Table No. 6 Showing the travel frequency of respondents

Frequency
Weekly Monthly Yearly Others Total Analysis and Interpretation

No of Respondents
3 14 20 13 50

Percentage
6% 28% 40% 26% 100%

From the above table, it is understood that most of the passengers have travelled once a year (40%). 14 out of 50 travel frequently and 13 out of 50 travel occasionally. Marginal 6% travel continuously by air.

Chart no.6 showing the frequency of travel by air.

25 No of respondents 20 15 10 5 0 Weekly Monthly Yearly Others Frequency 3 14 20

13 Series1

SOURCE TABLE NO:6

Table No. 7 Showing the distribution of respondents, according to the purpose of travelling by air Purposes
Business Leisure Business and Leisure Others Total Analysis and Interpretation Most of the passengers travel by air for different reasons. Most passengers prefer to travel by air for business purpose ie; 24%. While 14% prefer to travel for leisure, where as 20% prefer travelling for both work and leisure. Others include those who travel to meet their relatives, subordinates who are sent by their superiors for business purpose and those who travel for educational purposes[students].others also include businessmen and doctors who travel to attend seminars and functions.ie; 42%. Others also include those who travel exclusively for shopping.

No of Respondents
12 7 10 21 50

Percentage
24% 14% 20% 42% 100%

Chart no.7 showing the purpose of travel by air.

25 21 20 No of respondents

15 12 10 7 5 10

0 Business Leisure Business and Leisure Others

Purpose

SOURCE TABLE NO:7

Table No. 8 Showing the distribution of respondents, according to the most preferred airline. Airlines
Jet Airways Indian Airlines Air Sahara Total Analysis and Interpretation From the above table, it shows the preferable airline of 50 passengers. Most of them have selected Jet Airways as the most preferable airline (56%). 32% and 12% have selected Indian Airlines and Air Sahara, respectively.

No of Respondents
28 16 6 50

Percentage
56% 32% 12% 100%

Chart No. 8 Showing the most Preferable Airline

30

28

25

no of respondents

20 16 15

10 6 5

0
J et Airways Indian Airlines Air Sahara

Airlines
SOURCE TABLE NO:8

Table No.9 Ranking of Preferable Airline,

according to the no of respondents Airlines

Jet Airways Indian Airlines Air Sahara Total

Rank No. 1
Respondents 33 11 6 50 % 66% 22% 12% 100%

Rank No. 2
Respondents 15 18 17 50 % 30% 36% 34% 100%

Rank No. 3
Respondents 2 21 27 50 % 4% 42% 54% 100%

Analysis and Interpretation From the above table, we can see that most of the passengers ranked the Jet Airways as the first preferable airline i.e. 66%, which is followed by the Indian Airlines i.e. 22% and Air Sahara i.e. 12%. For the second preferable, the passengers prefer the Indian Airlines as the second option i.e. 36%, while the Air Sahara is the third option i.e. 54%. Overall Jet Airways is the most favourable airline followed by the Indian Airlines and Air Sahara.

Chart No. 9 Ranking the Airline

35 30 25 20 15 15 10 5 0 J et Airways India Airlines Air Sahara 2 11 6 18 33 27

No of respondents

21 17

Airlines

Rank No. 1 Respondents Rank No. 3 Respondents

Rank No. 2 Respondents

SOURCE TABLE NO:9

Table No. 10 Showing the distribution of respondents, according to the class, which the passengers prefer to travel Class
Executive/Business Class Economic Class Both Total Analysis and Interpretation From the above data, we infer the preferable class. 76% of respondents prefer to travel by economic class. 18% of respondents prefer to travel by executive class. 6% of respondents prefer to travel both classes.

No of Respondents
9 38 3 50

Percentage
18 % 76 % 6% 100 %

Chart no.10 showing the distribution of respondents according to the class in which the passenger prefer to travel
40 35 No of respondents 30 25 20 15 10 5 0 Business Class Economic Class Class prefered Both 9 3 38

SOURCE TABLE NO:10

Table No. 11 showing the reasons to select the airline.

C
Friends Family Advertisement Others More than two reasons Total Analysis and Interpretation

No of Respondents
10 11 13 12 4 50

Percentage
20% 22% 26% 24% 8% 100%

By seeing this table, we can understand that the family is the main factor to influence the passengers for selecting a specific airline (24%). Similarly others (24%), is either customers suggestion or the convenience of the airlines schedule being the other reason for the passengers to select the airline. others also include those passengers who are brand conscious, those who prefer the best of the lot. While friends and advertisement are the other reasons that make the passengers select a particular airline ie; 12%, and 10% respectively. 6% of passengers show preference for a particular airline for more than 2 reasons.

T able no.11 showing the reason to se le ct the airline

14 No of respondents 12 10 8 6 4 2 0
ds en t er s ily ve rt i se m re as on s tw o Fr ien Fa m Ot h

13 10 11

12

Ad

Pa rticula rs

SOURCE TABLE NO:11

Table No. 12 Showing the reasons to travel by air

or e

th an

Reasons
Airfare Convenience Service Image Accessibility Cabin Crew Punctuality Responsibility Safety Discount Onboard Promotion Food Network Others

No of Respondents
16 40 26 13 9 7 18 8 19 5 2 12 12 4

Percentage
32% 80% 52% 26% 18% 14% 36% 16% 38% 10% 4% 24% 24% 8%

Note: - The difference between the total number of respondents and total percentage is because some respondents do not use a particular airline and some respondents use more than one airline service. Which means few respondants have chosen more than two or more reasons.

Analysis and Interpretation There are many reasons that the passenger selects to travel by air. From the table we infer 80% of passengers have selected by air travel because of convenience, 52% for service, 38% for safety, 36% for punctuality, 32% for airfare, 26% for image, 24% for food and network, 18% for accessibility, 16% for responsibility, 14% for cabin crew, 10% for discount, 8% for others reason and 4% for onboard promotion, respectively.

Chart No.12 Showing the Reasons to Travel by Air

Others Network Food Onboard Promotion Discount Safety Responsibility Punctuality Cabin Crew Accessibility Image Service Convenience Airfare

4 12 12 2 5 19 8 18 7 9 13 26 40 16

20

40

60

No of Respondents

SOURCE TABLE NO:12

Table No. 13 Showing the overall opinion of respondents,

according to the airlines services Overall Opinion Excellent Good Average Dissatisfaction Freq. % Freq. % Freq. % Freq. %
Airfare Reservation Help Desk Check-in Counter In flight Security Checking Food Aircraft Schedule Convenience Onboard Promotion Others 5 14 11 16 13 12 15 9 17 5 1 10 28 22 32 26 24 30 18 34 10 2 32 28 21 23 22 22 20 27 20 10 4 64 56 42 46 44 44 40 54 40 20 8 10 8 17 10 13 14 11 11 12 24 1 2 0 1 6 3 4 2 0 2 6 2 8 2 2 2 2 2 4 4 8 2 3 1 1 2 2 4 3 1 11 1 6 2 2 4 4 8 6 2 22 2

Note: In the above table, Freq refers to the number of respondents.

Analysis and Interpretation The above table has been designed to show the satisfaction level of passengers regarding services, which are provided by airline. From the above data, it can be explained that: Overall services were rated as follows: - airfare (64%), reservation (56%), help desk (42%), check-in counter (46%), in-flight (44%), security checking (44%), food (40%), aircraft (54%), schedule convenience (40%), and others (8%) -- discount and punctuality.

 While most of passengers are not satisfied by the onboard promotion (i.e. 48%). Most of the passengers are quite satisfied on airlines services.

Chart No. 13. Showing the overall opinion of respondents, regarding to the airlines services

Excellent %
100% 90% 20 80% 70% 60% 6

Good %
0 16 2

Average %
2 20 4 4

Dissatisfaction %
6 2 2 22 2

34

26

28

22

22

24

56 Percentage 50% 40% 30% 20% 28 10% 10 0% 64 42

46 44 40 44 54

40

48

32 22

26

24

30 18

34

20

10

Ai rfa re Re se rv at io n He lp Ch De ec sk kin Co un te r In Se fli cu gh ri t t y Ch ec ki ng

Fo od

Service parameters

SOURCE TABLE NO:13

Sc he du l

Ai rc ra Co ft nv On en bo ie nc ar d e Pr om ot io n e

Ot he rs

Table No. 14(a): Showing the opinion of Jet Airways respondents, according to the airlines services. Excellent Freq. %
Airfare Reservation Help Desk Check-in Counter In flight Security Checking Food Aircraft Schedule Convenience Onboard Promotion Others 2 12 8 12 12 5 9 8 13 3 2 7 43 29 43 43 18 32 29 46 11 7

Jet Airways Good Average Freq. % Freq. %

21 15 15 13 11 16 15 16 11 7 2 75 53 53 46 39 57 53 57 39 25 7 4 1 5 3 5 6 3 4 4 11 14 4 18 11 18 21 11 14 14 39 -

Dissatisfaction Freq. %
1 1 1 7 4 4 4 25 -

Note: In the above table, Freq refers to the number of respondents.

Analysis and Interpretation The above table shows the data about the satisfaction level of Jet Airways passengers. 75% of passengers rated the airfare good while 14%, 7%, and 4% rated at average, excellent and dissatisfactory level, respectively. Similarly reservation (53%), help desk (53%), check-in counter (46%), security checking (57%), food (53%), and aircraft (57%) have been rated. For the in-flight service (43%) and schedule convenience (46%) has been the rating.

 39% of passengers are satisfied with onboard promotion at the average level while 25% are not satisfied.

Chart No. 14(a): Showing the opinion of Jet Airways respondents, according to the airlines services
Excellent % Good % Average % Dissatisfaction %

J et Airways
100%

4 14

0 18

0 11

0 18

0 11

0 14

0 14 25

90%

21
80%

7
70%

53 46 39 53 53 57

39 39

60% Percentage

50%

75
40%

57

30% 20%

43 29

43

43 32 18 29

46

25

10%

7
0%
es er va ti on H el C p h D ec es k k -i n C ou nt er In Se fl cu ig ri ht ty C h ec k in g A ir fa re A ir cr af C on t O ve nb n ie oa nc rd e Pr om ot io n oo d

11

Service parameters

SOURCE TABLE NO:14(a)

Sc he du le

O th er s

Table No. 14(b): Showing the opinion of Indian Airlines respondents, according to the airlines services

Indian Airlines Excellence Good Average Freq. % Freq. % Freq. %

Airfare Reservation Help Desk Check-in Counter In flight Security Checking Food Aircraft Schedule Convenience Onboard Promotion Others 2 1 1 2 5 2 2 13 6 16 13 31 13 13 9 9 5 6 7 4 4 6 8 3 1 57 57 31 37 44 25 24 37 50 19 6 4 6 9 7 7 6 8 7 5 10 2 24 37 57 44 44 38 50 44 31 62 13

Dissatisfaction Freq. %
1 1 1 2 1 2 3 1 3 1 6 6 6 12 6 13 19 6 19 6

Note: In the above table, freq refers to the number of respondents.

Analysis and Interpretation From the above table, we can see the satisfaction level of Indian Airlines passengers. There are 57% of passengers who rated the airfare at good level while 24%, 13%, and 6% of respondents have rated at average, excellent and dissatisfactory, respectively. Similarly reservation (57%), in-flight (44%) and schedule convenience (50%) are the ratings. While for help desk (57%), check-in counter (44%), food (50%), security checking (38%) and aircraft (44%) are the favourable rating. 62% of passengers are satisfied with onboard promotion at the average level, similarly 19% are dissatisfied.

Chart No. 14(b): Showing the opinion of Indian Airlines respondents, according to the airlines services Indian Airlines
100%

12

13

6 19 31 19 6

90%

80%

24

37 44 44 50 44 38

70%

57

60%

percentage

50%

62 57 57 37 44 31 24 37 13 0
F

13

25 50 31

40%

30%

20%

10%

13

16 6

13 0

13

19 0

6 0

0%

Excellence %

Good %

Average %

Sc he du le

SOURCE TABLE NO:14(b)

Table No. 14(c): Showing the opinion of Air Saharas respondents, according to the airlines services

oo d A ir cr C on O af nb t ve oa n ie rd nc Pr e om ot io n O th er s

A ir fa re es er va ti on H C el h p ec D k es -i k n C ou nt er Se In cu fl ri ig ty ht C h ec k in g R

Dissatisfaction %

Excellent Freq. %
Airfare Reservation Help Desk Check-in Counter In flight Security Checking Food Aircraft Schedule Convenienc e Onboard Promotion Others 1 2 2 2 2 2 4 1 1 2 17 34 34 34 34 34 66 16 16 34 -

Air Sahara Good Average Freq. % Freq. %

4 4 3 3 4 3 2 5 2 1 1 66 66 50 50 66 50 34 84 34 16 16 1 1 1 1 3 3 17 16 16 16 50 50 -

Dissatisfaction Freq. %
-

Note: In the above table, Freq refers to the number of respondents.

Analysis and Interpretation It has been observed from the above table that: Respondents feel airfare (66%), reservation (66%), help desk (50%), check-in counter (50%), in-flight (66%), security checking (50%), and aircraft (80%)and others service (16%) are good. While respondents are in favour of excellence i.e.66%. Similarly, 50% of respondents feel that they are not been satisfied with schedule convenience and onboard promotion.

Chart No. 14(c): Showing the opinion of Air Sahara respondents, according to of the airlines services

Air Sahara
Excellent %
100% 90% 80% 50 70% 60% percentage 50% 40% 66 30% 20% 10% 0%
Sc F he oo du d A le ir C cr O on af nb ve t oa n rd ie nc Pr e om ot io n O th er s A ir fa es re er va ti on H C el h p ec D k es -i n k C ou nt Se er In cu fl ri ig ty ht C h ec k in g

Good %
0 0 16

Average %
0 16 0 0 16

Dissatisfaction %
0 0 0 0 0

0 17

34 50

66 50 66 50

66 50 84 16 16 34

34 17

34

34

34

34 16 16

34

service param eters

SOURCE TABLE NO:14(c)

Table No. 15(a): Showing the ranking of the satisfaction level, according to the airlines services

Factors Airfare Reservatio n Help Desk Check-in counter In-flight Security Checking Food

1 12 132 8 88 4 44 6 66 3 33 4 44 5 55

2 3 30 10 10 0 8 80 5 50 3 30 7 70 10 10 0 5 50 6 60 2 20 0 0

3 8 72 15 13 5 4 36 4 36 3 27 4 36 5 45 5 45 3 27 6 54 0 0

4 2 16 2 16 7 56 7 56 9 72 5 40 6 48 5 40 4 32 3 24 0 0

5 3 21 3 21 5 35 9 63 9 63 2 14 6 42 5 35 5 35 3 21 0 0

6 1 6 6 36 7 42 10 60 4 24 6 36 4 24 6 36 1 6 1 6 0 0

7 7 35 3 15 3 15 3 15 10 15 5 25 5 25 2 10 3 15 4 20 0 0

8 3 12 1 4 8 32 2 8 4 16 10 14 5 20 6 24 4 16 2 8 0 0

9 2 6 1 3 2 6 3 9 2 6 6 1 8 4 1 2 9 2 7 6 1 8 9 2 7 0 0

10 8 16 1 2 2 4 1 2 3 6 0 0 0 0 2 4 4 8 19 38 2 4

11 1 1 0 0 0 0 0 0 0 0 1 1 0 0 0 0 0 0 1 1 3 3

Weighta ge Average 350 420

350 365 327 324

371

Aircraft

5 55

326

Schedule Convenien ce Onboard Promotion Others

14 154 0 0 1 11

371

219

18

Note: -The factors deciding the satisfaction of services for airline, assigning one (1=11 marks) for the most satisfaction and eleven (11=1 marks) for the dissatisfaction level.

Table No. 15(b): Showing the ranking of the satisfaction level, according to the airlines services
Factors Reservation Schedule Convenience Food Check-in Counter Airfare Help Desk In-flight Aircraft Security Checking Onboard Promotion Others Rank No. 1 2 2 3 4 4 5 6 7 8 9 Weightage average 420 371 371 365 350 350 327 326 324 219 18

Analysis and interpretation From the above tables we can see that the respondents are most satisfied with the reservation, schedule convenience and food being the next most satisfying aspect followed by check in counter, air fare, help desk, inflight service, aircraft, security check and on board promotion. In the above table, others refer to the royalty points the customers get by flying. Hence we can infer that reservation is ranked no.1. food and schedule convenience is ranked.2.

Chart No. 15 (a) and (b) Weightage Average of Satisfaction Level

219 371 420 18

350

326

350

371

365 324 327

Ai rfare Check i n Counter Food Onboard Promoti on

Reservati on In-fl i ght Ai rcraft Others

Help Desk Securi ty Checki ng Schedul e Convenience

SOURCE TABLE NO:15(a) and (b)

Table No. 16: Showing the percentage of period of having the agencies of airlines. Years
Less than 1 year 1 3 years 3 5 years Above 5 years Total

No of Respondents
0 2 5 3 10

Percentage
0% 20 % 50 % 30% 100%

Analysis and Interpretation From the above table, it is shown that 30% of respondents have the agency of airlines more than 5 years. 50% of respondents have the agency of airlines from the period of 3 5 years. While 20% of respondents have the agency of airlines from the period of 1 3 years.

Chart No.16 Showing the period of having the agency of airlines

6
No. of respondents

5 4 3 2 1 0
Less than 1 year 1 3 years 3 5 years Above 5 years 0 2 3

No. of years

SOURCE TABLE NO:16

Table No. 17: Ranking the Airways according to agencies customers preference

Rank No. 1 Airlines

Jet Airways Indian Airlines Air Sahara Respondents 8 3 0 % 80% 30% 0%

Rank No. 2
Respondents 2 4 3 % 20% 40% 30%

Rank No. 3
Respondents 0 3 7 % 0% 30% 70%

Analysis and Interpretation Through agencies point of view, most of the customers (80%) prefer to travel by Jet Airways thus it is ranked no.1. The second place goes to Indian Airlines i.e. 40%. Most of customers (70%) are dissatisfied by the Air Sahara. So it is rank third.

Chart No. 17: Ranking the Airways according to agencies, customers preference
J et Airways

Rank no.1 80%

Rank No.2 20%

Rank No.3 0%

Indian Airlines

Rank No.3 30%

Rank No.2 40%

Rank No.1 30%

Air Sahara
Rank No.3 70% Rank No.1 0% Rank No.2 30%

SOURCE TABLE NO:17

Table No. 18: Showing the percentage of benefits which airlines provide for agencies Particulars
Commission Special Gifts Special Offer for the Family Others

No of Respondents
7 3 0 0

Percentage
77% 23% 0% 0%

Note: - out of the ten respondents, some of them gave more than one reason because of which the total number of respondents is shown as 13 but it is expressed in terms of percentage.

Analysis and Interpretation From the above table, it is shown that most of the respondents have got the commission i.e.77% as the benefit from having the agency of airlines. The second benefit is the special gifts from airlines i.e. 23% .

Chart No. 18: Showing the percentage of benefits which airlines provide for agencies

23%

0%

77%

Commission Special Offer for the Family

Special Gifts Others

SOURCE TABLE NO:18

Table No. 19: Showing the Percentage of Respondents, According to Satisfaction Level
Particular s Jet Airways Indian Airlines Air Sahara Total 2 10 20% 100% 5 10 50% 100% 2 10 20% 100% 1 10 10% 100% Excellent No of Respondents 5 2 Percentage 50% 20% No of Respondents 5 7 Good Percentage 50% 70% Average No of Respondents 1 Percentage 10% Dissatisfaction No of Respondents Percentage -

Analysis and Interpretation From the above table, it can be understood that 50% of respondents feel Jet Airways is excellent and good, while 70% of respondents are in the favour of Indian Airlines. 50% of respondents rated Air Sahara good and only 10% are not satisfied with it.

Chart No.19 Showing the percentage of respondents according to satisfaction level

70%

70% 60%
50%50% 50%

50% 40%
percentage

30%
20% 20% 20%

20%
10% 10%

10%
0% 0% 0%

0%
J et Ai rways Indi an Ai rl i nes Airlines Ai r Sahara

Excellence

Good

Average

Dissatisfaction

SOURCE TABLE NO:19

Table No. 20: Showing the percentage of respondents who will recommend the Airline to their customers Particulars
Jet Airways Indian Airlines Air Sahara

No of Respondents
7 2 1

Percentage
59% 33% 8%

Note: - out of the ten respondents, some of them gave more than one answer.

Analysis and Interpretation Most of respondents (59%) feel like recommending Jet Airways to the customers. While only 33% and 8% of respondents have recommended Indian Airlines and Air Sahara to their customers, respectively.

Chart No.20 Showing the percentage that the respondents will recommend [airlines] to their customers.

Cha rt no.20 show ing the pe rce nta ge tha t the re sponde nts(a ge ncie s) w ill re com m e nd to the ir custom e rs.

8% Jet A irw ays Indian A irlines 33% 59% A ir Sahara

SOURCE TABLE NO:20

Table No. 21: Showing the reasons, why the respondents recommend specific airlines to their customers Particulars No of Respondents Percentage

High Commission Special Offer Discount Others

0 4 3 3

0% 31% 23% 46%

Note: out of the ten respondents, some gave more than one answer. others in the above table refer to the royalty points that the agency get by recommending the airlines.

Analysis and Interpretation Respondents have suggested the specific airline to their customers according to the following reasons: Special offer 31%, Discount 23% and others reason 46%.

Chart No. 21: Showing the reasons, why the respondents recommend specific airline to their customers

0% 31% 46%

23%

High Commission
SOURCE TABLE NO:21

Special Offer

Discount

Others

Table No. 22: Showing the percentage of the customers reaction when the agencies suggested specific airline to them. Accept Particulars
Jet Airways Indian Airlines Air Sahara No of respondent 10 10 6 Percentage 100 % 100 % 60 % 0 0 4

Reject
No of respondent Percentage 0% 0% 40 %

Analysis and Interpretation From the above table, it is shown that most of customers accepted the suggestion from their agencies to select the airline. Jet Airways has been accepted 100 %. Indian Airlines has been accepted 100 %. Air Sahara has been accepted 60 % while its rejection level is 30 %.

Chart no.22 showing the condition to accept or reject the suggestion.

12 10 10 No of respondents 10

8 6 6 4 4 Accept Reject

2 0 0 Jet Airw ays Indian Airlines Airlines Air Sahara 0

SOURCE TABLE NO:22

Table No. 23: Showing the reasons why the customers book tickets through their agency, and expressed in terms of percentage.

Particulars
Convenience Discount Trustworthy Others Analysis and Interpretation

No of Respondents
6 2 2 0

Percentage
50% 33% 17% 0%

According to the above data, it can be explained as follow: 60% of customers feel convenient to book the ticket through the agencies. 70% of customers have trust in the agencies. While 40% of customers will get the discount from their agencies. Other reasons are 10%.

Table No. 23: Showing the reasons why the customers book tickets through their agency, and expressed in terms of percentage.

17%

0%

50%

33%

Convenience

Discount

Trustworthy

Others

SOURCE TABLE NO:23

Table No. 24: Showing the profile of the respondents based on who their customers will book the ticket for: Particulars
Himself or herself Friends Relatives Company Others

No of Respondents
6 1 1 2 0

Percentage
50% 8% 8% 34% 0%

Note: - Out of the ten respomdents, some of them gave more than one answer but it is expressed in terms of percentage. .

Analysis and Interpretation From the above table, the data is shows that: 50% of customers book the ticket for themselves. 8% of customers book the ticket for friends. 8% of customers book the ticket for relatives. 34% of customers book the ticket for company. 0% of customers book the ticket for other purposes.

Ta ble no.24 show ing the profile of the re sponde nts ba se d on w ho the ir custom e rs w ill book the ticke ts for 7 6
No.of respondents

5 4 3 2 1 0 Him s elf or Friends Relatives Com pany Others hers elf

SOURCE TABLE NO:24

Table No. 25: Showing the percentage of respondents whether they will continue to suggest the specific airline to their customers. Particulars
Yes No Total Analysis and Interpretation We can infer that 80 % of respondents will continue to suggest the specific airline to their customers while 20 % of respondents will not continue.

No of respondents
8 2 10

Percentage
80 % 20 % 100 %

Chart No.25 Showing the percentage of respondents whether they will continue to suggest specific airline to customers

No 20%

Yes No

Yes 80%

SOURCE TABLE NO:25

Findings and recommendations

Summary of Finding
1. Jet Airways is one of the favorite domestic airlines in India regarding its services and customers satisfaction. It is seen that approximately 50% [ refer table no.14(a)] of respondents are satisfied with services, which are provided by airline. 2. While doing the survey, it was found that maximum 56% of respondents prefer to travel by Jet Airways, according to the good services provide. About 32% and 12% of respondents prefer to travel by Indian Airlines and Air Sahara, respectively.[Refer table no.8] 3. Similarly (26%) advertising and (22%) family, and others factors have influenced the respondents select this airline.[Refer table no.11] 4. While talking about overall services, the respondents are in favor of whatever the airline provides. 5. While doing the survey, it was noticed that the most influencing factor which motivates the respondents to selecting traveling by air are as follows: Convenience 80% Service 52% Safety 38% Punctuality 36% Airfare 32%.

These top five factors influence the respondents to select traveling by air. [Refer table no.12] 6. On the other hand, maximum 48% of respondents are satisfied with the onboard promotion at the average level while 22% of respondents are dissatisfied.[Refer table no.13] 7. 76% of respondents feel comfortable to travel by the economy class. While 18% of respondents have selected to travel by executive class. Whereas 6% have selected to travel in both classes since it depends on the schedule and seat availability.[Refer table no.10] 8. While doing the survey, it is found that 66% of respondents have selected Jet Airways as the most preferable airline. While 22% and 12 % of respondents have selected Indian Airlines and Air Sahara as their preference, respectively. [Refer table no.9] 9. According to agencies, they are satisfied with having the agencies of airlines, for the following reasons given below: They get the high commission and special gifts from the airline. The customers, who book the ticket through the agencies, are satisfied with many offers got from agencies i.e. discount and special offers. Moreover, while doing the survey, it is found that convenience, trustworthy and discount are the main purposes for customers to book the ticket through agencies.[Refer table no.21 and 23] It can be concluded that the passengers as well as agencies are satisfied with the services, which are being provided by airlines.

Limitations of the Survey

1. Some passengers did not know English properly to fill the questionnaire. 2. Passengers were in a hurry to board the flight so they refuse to fill the questionnaire. 3. There was less time to conduct survey. 4. Passengers did not participate to answer some questions. 5. It took time for each passenger. 6. The questionnaire was set with the help of jet air ways staff, due to which there were some technical words, making it tough for the passengers to understand the question and answer. 7. While doing the survey, it is found that some agencies hesitated and could not reveal proper answer since they consider such information very confidential.

Recommendations and Suggestions

While doing the survey, most passengers were satisfied with the services that the airline has provided for them. Anyhow, some points are suggested as given below: Onboard promotion should be improved and provided for all passengers. To make arrangements for connecting flights traveling from one sector to another by using different airlines. Airfare should be reduced. The airline should continuously provide a special discount to frequent fliers and students. The airline should improve and manage the time for connecting flight. While meals served are very good, snacks should be customized according to the place, city or region.

Conclusions
Jet Airways can be ranked as no.1 for its guaranteed rewards (based on survey). Jet Airways services are excellent. They believe in innovativeness and creativity to serve their customers satisfactorily and keep them happy always. To compete with its competitors, in this day and age, they however need to improve their services marginally to excel and remain in the top bracket. After a thorough analysis and comparison with Indian air lines and air sahara, we can conclude by saying that jet air ways is the most preffered air line on the sole basis of the quality of service they provide. It is further seen that good service leads to customer satisfaction inturn leading to loyalty of the customers. CUSTOMISED LOYALTY SERVICE = DELIGHTED CUSTOMERS = BRAND

BIBLIOGRAPHY

Rust, Ronald T., Zahorik, Anthony J. and Keiningham, Timothy L. SERVICE MARKETING. Addison Wesley, New York, 1999.
Zeithaml, Valarie A. and Bitner, Mary Jo. SERVICE MARKETING: INTEGRATING CUSTOMER FOCUS ACROSS THE FIRM. 3rd ed., Tata McGraw Hill, New Delhi, 2003. Jetwings. 10 YEARS OF SERVICE AND GROWTH. Vol.3, May 2003, Issue 5, pp.16 30. The Economic Times Bangalore. GAINING ALTITUDE. 5 May 2003, pp.8 10.

Internet:
www.jetwings.com www.servicemanagement.com

Questionnaire for passengers

1. NAME 2. AGE 3. SEX

________________________________________ _______

Male Female

4. ADDRESS _______________________________________________________________ _______________________________________________________ 5. EDUCATION Pre university Degree Post graduate Above post graduate

6. OCCUPATION Student Private company Public company Government sector Businessman Others.

7. MONTHLY INCOME Less than 20,000 20,001 30,000 30,001 50,000 Above 50,000

8. HOW OFTEN DO YOU TRAVEL BY AIR? Weekly

Monthly Yearly Others

9. FOR WHICH PURPOSE DO YOU TRAVEL BY AIR? Business Leisure Others.

10. WHICH AIRLINE DO YOU PREFER? Jet Airways Indian Airlines Air Sahara

11. RANK THE LISTED AIRLINES ACCORDING TO YOUR PREFERANCE Jet Airways Indian Airlines Air Sahara

12. WHICH CLASS DO YOU TRAVEL BY? Executive Class / Business Class Economic Class

13. HOW DID YOU SELECT THE AIRLINE? Friends Family Advertisement Agencies Others..

14. WHY DO YOU PREFFER TO TRAVEL BY AIR? (You can select more than one reason) 15. Air fare Convenience Service Image Accessibility Cabin Crew Punctuality Responsibility Safety Discount Onboard Promotion Food Network Others.

WHAT IS YOUR OPINION ABOUT FOLLOWING SERVICES PROVIDED BY YOUR AIRLINE? Excellent Good Average Dissatisfactory

Airfare Reservation Help Desk Check-in counter Inflight Security checking Food Aircraft Schedule Convenience Onboard Promotion Others

16.

RANK THE SATISFACTORY LEVEL ACCORDING TO YOUR PREFERENCE. Airfare Reservation Help Desk Check in Counter Inflight Security Checking Food Aircraft Schedule Convenience Onboard Promotion Others..

17. ANY SUGGESTIONS _______________________________________________________________ _______________________________________________________________ ___________________________________________________ DATE ______/______/ 2005 PLACE __________________ Signature _____________

Questionnaire for Agencies

.

1. NAME OF AGENCY _______________________________________ 2. LOCATION AND ADDRESS _______________________________________________________________ _______________________________________ 3. SINCE HOW LONG DO YOU HAVE THE AIR TRAVEL AGENCY FOR? Less than 1 year 1 3 years 3 5 years More than 5 years

4. WHICH IS THE MOST PREFFERED AIRLINE ACCORDING TO YOUR CUSTOMERS? (PLEASE RANK) Jet Airways Indian Airlines Air Sahara

5. WHAT BENEFITS WILL YOU AVAIL FROM THE AIRLINE? Commission Special Gifts Special offers for your family Others..

6. IS THE DECISSION OF CHOOSING THE AIR LINE BASED ON YOUR ADVICE OR CUSTOMERS CHOICE? AGENCIES ADVICE CUSTOMERS CHOICE

7. CHECK YOUR SATISFACTION LEVEL FROM LISTS OF AIRLINES. Excellent Jet Airways Good Average Unsatisfactory

Indian Airlines Air Sahara 8. FROM THE FOLLOWING AIRLINES WHICH ONE WOULD YOU RECOMMEND TO YOUR CUSTOMERS? Jet Airways Indian Airlines Air Sahara 9. WHAT ARE THE REASONS THAT YOU SUGGESTED SPECIFIC AIRLINE TO THE CUSTOMERS? (You can select more than one reason) High Commission Special Offer Discount Others

10. WHAT IS THE REACTION WHEN YOU SUGGESTED SPECIFIC AIRLINE TO YOUR CUSTOMERS? SPECIFY. . Accept Jet Airways Indian Airlines Air Sahara 11. IF THEY HAVE REJECTED JET AIRWAYS, PLEASE SPECIFY THE REASON. Reject

12. FOR WHICH PURPOSE DO THE CUSTOMERS BOOK THE TICKET THROUGH THE AGENCY? Convenience Discount Trustworthy Others

13. THE CUSTOMERS BOOK THE TICKET FOR: Himself or Herself Friends Relatives Company Others..

14. WILL YOU CONTINUE TO SUGGEST THE SPECIFIC AIRLINE TO CUSTOMRS? Yes No

15. ANY SUGGESTIONS ____________________________________________________________ ____________________________________________________________ ___________________________ Date ______/______/ 2005

Place __________________ Signature _______________

AWARDS AND APPRECIATION

1993

AIMO Visvesvaraya Entrepreneurship Award 1993

from Mr. Salman Khursheed, the then Minister of State for External Affairs, at a function organized by the All India Manufacturers Organization
1994 1995 OCT AUG Service Excellence Award from Global Managers

Bharat Sarathi Samman of the National Press India was given to Mr. Naresh Goyal by Mr. Shivraj Patil, the then Speaker of Lok Sabha and President of the National Press India, at a function held at the Parliament House Annexe

1996

SEP OCT

Citibank Diners Club Blue Moon Award for Service Excellence The Great Management Show Award for Punctuality, Safety, Quality of Service and Customer Orientation

NOV

The World Travel Market Global Award by Reed Exhibition Companies in conjunction with Trav Talk magazine for contribution to travel and tourism in the respective media sponsors regions worldwide H & FS Best Domestic Airline of the Year Award for excellence in hospitality

1996

DEC

1997

SEP

The airline was adjusted the Best by the Rangaswamy Tourism Foundation associated with the Karnataka Tourism Development Corporation. The award was presented at the 33rd Federation of Hotel and Restaurant association of India held at Ooty.

NOV

Best Domestic Airline Award for Service Excellence Key to Competitiveness

NOV

Best Airline of the Year 1996 97 Award conducted by IATA Agents Association, Kozhikode ( Kerala)

1998

NOV

Indias Best Domestic Airline at the International Brand Summit, Mumbai

DEC

H & FS Best Domestic Airline of the Year 1998 for excellence in hospitality

2000

JAN

Vocational Excellence Award by Rotary Club of Mumbai, North End

MAR 2000 APR

H & FS Best Domestic Airline of the Year 1999 for excellence in hospitality Aviation Week and Space Technology 1998, Aerospace Laurels Award conferred on the Chairman, Mr. Naresh Goyal, for being outstanding in the field of Commercial Air Transport

SEP

Priyadarshini Academy Award for outstanding contribution to Aviation and Travel Sector Ernst & Young Entrepreneur of the Year Award for Services

OCT

Distinguished Alumni Award 2000 for the meritorious and distinguished performance as an entrepreneur

2001

FEB

Air Transport World Award, 2001 for Market Development, presented in Washington DC

JUN

ITFT, Chandigarh, Award of Excellence presented by Prof. Chamanlal Gupta, Minister of State for Civil Aviation, for outstanding contribution to the development of aviation and airline industry

JUL

At the MasterCard Annual Meeting Asia Pacific 2001 held in the Gold Coast of Australia, Jet Airways won an award in the Co branded/Affinity Program category The Qimpro Gold Standard 2001 award for recognizing Mr. Goyal as an individual who has led the implementation of a world class quality management model on the lines of the European Quality Award criteria, the Malcolm Baldridge National Quality Award criteria and the Deming Prize criteria

2002

MAR

SEP

Best Domestic Airline of the Year 2001 at the Ninth H & FS National Awards for Excellence inhospitality and Tourism

OCT

Unanimously voted Best Domestic Airline of Asia by the Readers of Travel Trade Gazette (TTG) Asia and China editions of 14 countries in the region for dedication towards commitment and service excellence

2003

JAN

Indias Most Respected Company in the Travel and Hospitality Sector for 2003 by the business weekly, BusinessWorld