A study of passenger’s perceptions related to airlines

(CAPSTONE PROJECT-I)
SCHOOL OF HOTEL MANAGEMENT AND TOURISM
Lovely Professional University, Phagwara
A STUDY OF PASSENGER’S PERCEPTIONS
RELATED TO AIR CARRIERS SERVICE ALONG
WITH SPECIAL FOCUS ON LOW COST CARRIER
Submitted By:
SUBRATA MANDAL
Registration Number: 11706130
MBA in (T&H)
Under the Guidance of
Dr. Vikrant Kaushal

ACKNOWLEDEGEMENT
I take this chance to express my significant appreciation always Profound
respects to my guide Dr. Vikrant Kaushal for her excellent direction, observing always
consistent over the span of this theory. He have taught me the methodology to carry out the
research always to present the research works clearly as possible. I am extremely grateful
for what he had offered me. I would always like to thank for his direction, support, empathy
always helpfulness.
I am extremely thankful to my parents for their love, prayers, caring
always sacrifices for my education always prepare me for my future. Finally, I thank all the
people who supported me to complete the earliest part of research successfully.
Your sincerely,
Subrata Mandal

CERTIFICATE
This is to confirm that the assertion explanation made by this understudy is right to the best
of my insight always conviction. The Capstone Project Proposal taking into account the
administration (Tourism & Hospitality) learnt is fit for the accommodation always in
complete satisfaction of the conditions for the grant of MBA (T&H) from Lovely
Professional University, Phagwara.
Name: ……………………………………………..
U.I.D: ………………………………………………
Designation: ……………………………………….
Signature of Faculty Mentor

Declaration
I pronounce that all aspects of the Project Report that I have submitted is truly my own
particular work. I recognize that, if the Lovely Professional University inspectors
distinguish any kind of negligence in connection to this report, the LPU won't grant me
marks for my work.
Subrata Mandal

Abstract
Low cost carrier is the fastest growing industry in Indian aviation sector, now day’s passenger
are like to travel with LCC because of the good service in cheap price. Because of LCC all
income segment people can travel by airlines. Low cost carrier are implementing lots of
strategy for offering cheap ticket to the passenger by reducing their operation cost and using
fuel efficient aircraft. Now LCC are doing batter business then FSC airlines because of their
affordable flight ticket and good service. Passengers are more like to travel with LCC because
of the Low cost air ticket.
Keywords: LCC, FSC, Aviation, airlines, passenger, service, customer satisfaction, Low cost
Carrier, Full service carrier, AAI.

Contents
1. Introduction
1) Indian aviation industry
2) Market Size
3) Types of Air carrier
4) FSC & LCC
5) LCC in India always how LCC offer lower fares.
6) Characteristics of LCC & FSC
7) LCC Business Models always strategic component
2. Literature review
3. Need for the study
4. Scope of the study
5. Objectives of the study
6. Research Methodology
7. Complete work plan along with timeline
8. Outcome of the study
9. Preliminary research or experimental work done
10. Conclusions
11. References

Introduction
Indian Aviation Industry is one of the rapid growing air carrier industries in the earth. The
history of Indian Aviation Industry initiated in Dec 1912 along with its earliest airline route in
between Karachi and Delhi. Tata Sons Ltd., the earliest Indian air carrier, initiated always
Madras three years later along without any backing from the Indian ministry.
Air transport companies was carrying both air cargo always passengers in the Indian Territory.
In 1948, it is necessary to consider the economic significance of tourism industry in India. The
total fess collected from the foreign tourist arrival in India and the changes in it's since 2000-
2017 till June gradually increased from 3460US$ to 13230 US$. It indicates that tourism
industry has given continuously foreign earnings to India. When the ministry implementing
free to fly policy made in the year 1990 besides other advancing policies the Indian Aviation
sector. Indian aviation grow rapidly besides dramatic airlines transformation.
By the year 2000 many private air carrier have started entering into the aviation business
besides many other aviation company was about to enter into the same arena. Indian aviation
industry today entirely control and dominated by private air carrier companies. Besides LCC
like Deccan Air carrier, GoAir, besides Spice Jet, etc. Besides Indian Air carrier, Indian
aviation industry having lost of its market share with private air carrier. According to the report
public by CAPA. LCC airlines are going to double their market share by 2010 - one of the
biggest market share in the world.
Indian Aviation Industry
Indian Aviation Industry is one of the rapid growing aviation industries in the world along with
private air carrier accounting to the data more than 75 % of domestic aviation market The total
fess collected from the foreign tourist arrival in India and the changes in its since 2000-2017
till June gradually increased from 3460US$ to 13230 US$. It indicates that tourism industry
has given continuously foreign earnings to India revival by 2011.
At 2009 along with increase in traffic movement besides hike revenues by around US$ 23.5
million, the AAI set some rule to accrue much better allowance in 2009-10, as per the report
the current approximate released by the Ministry of Civil Aviation.

This was being primarily attributed because of the fast growth in share of the revenue from
IGI, Delhi International Airport Limited (DIAL) besides Mumbai International Airport Limited
(MIAL) and Also Passengers transported by Indian domestic air carrier only from Jan to Feb
2010 stood at 8,048,210 as against 7,789,000 in the equivalent period of 2010 a growth of 19.4
%, according to a report released by the Ministry of Civil Aviation.
The Indian Aviation Sector Can Be Broadly Divided Into The Following Main
Categories:
Categories:
 Scheduled air transport service includes all domestic and international air carrier.
 Non-scheduled air transport service consists of charter operators besides air taxi
operators.
 Air cargo services are includes air transportation of cargo besides mail.
Scheduled air transport service: It is also an air transport service operated between two or more
destination besides operated by the published timetable. It is includes:
 Domestic air carrier, those provide scheduled flights along within India and aslo to
select international destinations. GoAir, Spice Jet, Air Asia, Vistara and IndiGo this
LCC are some of the biggest domestic players in the Indian as well as Asian aviation
industry.
 International air carrier operate from scheduled international air services to besides
from India.
 Non-scheduled air transport service: It is an air transport service other than the
scheduled one besides may be on charter basis besides/or non-scheduled basis. The
operator is not permitted to publish time schedule besides issue tickets to passengers.

Market Size:
India’s passenger are increase in number at 17.01 per cent year by year to reach 308.75 million.
It grew at a CAGR of 12.72 per cent during FY06-FY18.
Domestic passenger traffic is increase year by year by 18.28 per cent to reach 243 million in
FY18 besides is expected to become 293.28 million in FY20E. International passenger increase
in number with the time by 10.43 per cent to reach 65.48 million in FY18 besides traffic is
expected to become 76 million in FY20E.
In FY18, domestic freight traffic stood at 1,213.06 million tons, while international freight
traffic is at 2,143.97 million tons.
India’s domestic besides international aircraft movements grew 14.40 per cent YoY besides
9.40 per cent YoY The total fess collected from the foreign tourist arrival in India and the
changes in its since 2000-2017 till June gradually increased from 3460US$ to 13230 US$. It
indicates that tourism industry has given continuously foreign earnings to India.
During Apr-Aug 2018, domestic aircraft movement stood at 0.89 million while international
aircraft movement stood at 0.19 million. As of May 2018, there are nearly 558 commercial
aircraft in operation in India.
According to data released by the Department of Industrial Policy besides Promotion (DIPP),
FDI inflows in India’s air transport sector (including air freight) The total fess collected from
the foreign tourist arrival in India and the changes in its since 2000-2017 till June gradually
increased from 3460US$ to 13230 US$. It indicates that tourism industry has given
continuously foreign earnings to India However, FDI over 49 per cent would require ministry
approval. India’s aviation industry is expected to witness Rs.1 lakh crore (US$ 15.52 billion)
worth of investments in the next five years.
The Indian ministry is planning to invest US$ 1.83 billion for development of airport
infrastructure along with aviation navigation services by 2026. Key investments besides
developments in India’s aviation industry include: The total fess collected from the foreign
tourist arrival in India and the changes in it’s since 2000-2017 till June gradually increased
from 3460US$ to 13230 US$. It indicates that tourism industry has given continuously foreign
earnings to India various Australian cities. The AAI plans to develop Guwahati as an inter-
regional hub besides, Impala besides Dibrugarh as intra-regional hubs.

Types of Air carrier
 Full Service Carrier
 Low Cost Carrier
Full Service Carrier:
A full-service air carrier are offers to their passengers inflight entertainment for the
passengers, meals, beverages besides comforts such as blankets besides other services include
in the ticket price. The seats are batter it should be clear about the concept of health. A FSC
carrier is one which keeps and improves health and wellbeing. Being carrier is not about only
avoiding disease and illness it is also about being physical and mentally fit. Full service air
carrier often have a long history besides are flag carriers for their countries of origin.
Full Service Carrier Air carrier in India:
 Air India
 Jet Airways
 Vistara
Low cost air carrier
Low cost air carrier are air carrier which offer low cost flight tickets. They are besides
known as budget air carrier, low cost flights besides discount airlines. LCC have very important
role in the aviation industry. It should be clear about the concept of LCC. A Low cost flight
experience for the customer is one which keeps and improves mode of transportation and
experience. For the customer about only avoiding disease and illness it is also about being
physical and mentally fit. Low cost air carrier usually only a single passenger class in aircrafts.

They utilizing single type aircrafts besides old model flight. Now days for saving cost besides
fuel efficient aircrafts model are available like Boeing 737, Airbus A 320.
Around the worldwide air transportation become more popular among customer due to the
availability of low cost flight ticket. As the fares are low cost passengers can book a seat as per
their choice before boarding by web check-in. Apart from tourist destination LCC is one of the
100% literate people. LCC is having world class health care center LCC come to an existence
on 1st November 1956. There are 14 districts in LCC namely, Kollam, Kottayam, Idukki,
Malappuram, Palakkad, Kozhikode, Alappuzha, Kannur, Ernakulum. These districts are
further divided into Taluks and Taluks are further divider into the deferent types of company
are offering LCC in the Indian aviation market.
Low Cost Carrier in India:
 Indigo
 Air India Express
 Spice Jet
 GoAir
 AirAsia India
How LCC offer lower fares:
Unlike full service or traditional air carrier, LCC are offering by reducing their operation
cost and make more seat for customer and by using less expensive aircraft those consume less
fuel of these type of air carrier.
 Low Cost Carrier's commonly utilizing one single type of aircraft which is small
besides more fuel efficient such as Boeing 737 besides Airbus A320 families
 They tend to keep only single passenger class in the aircraft.
 Low Cost Flight's always make sure the optimum utilization of their aircrafts by
making faster turnaround times.

 In order to reduce their employees to work in multiple roles. And there get less
salary than FSC employee.
 Some Low Cost Flight's generate revenue by providing a-la-carte option besides
commissioned products.
 Most of the Low Cost Carrier's do not encourage refunds or transfer to later flight
in case of missed flight. Passenger have to buy a new ticket for the next flight.
 Some LCC's do not provide any inflight entertainments, complementary toys,
variety of newspapers besides magazines etc.
 Most of the Low Cost Flight's operates with fuel efficient aircraft those are cheap
to maintain and operate compare to full service carrier.
Characteristics of LCC
 Low fares (although smart buying besides utilizing of inflexible fares can produce similar fares
from legacy carriers).
 Strict utilizing-it-or-lose-it rules, especially along with the low contest tickets.
 Ancillary fees: Expect to pay for ‘extras’ like luggage, meals, seat selection.
 Secondary airports: Don’t be surprised if you have to utilizing secondary airports for some of
these services. For example, Scoot doesn’t fly to Brisbane, but utilizing the Gold Coast instead.
 No loyalty program: Your travelers generally won’t earn points for their trips.
 No airport lounges: While the air carrier don’t have airport lounges, some travelers along with
memberships to lounges may be able to utilizing those. For example, Qantas Club members
can utilizing that lounge if they’re on a Jet star flight.
 No corporate deals: Don’t expect to be able to negotiate incentives or discounts on published
fares.
 Limited interline arrangements, which make it less convenient when doing multi-stop trips on
different carriers.

Characteristics of FSC
 Generally higher fares, although air carrier economics means that even legacy carriers have to
offer discounts to keep their planes full.
 Special corporate deals, across the board discounts besides route deals, especially if you can
guarantee the air carrier the lion’s share of your bookings.
 More inclusions: Expect the fare to include luggage allowance besides inflight meals or snacks.
 More extensive routes they don’t have to chive the most popular leisure destinations.
 Airport lounges: Corporate programs often include lounge access which is generally offered
along with premium fares.
 Loyalty programs: Your travelers will earn points for each trip, which is to reinforce
compliance, but can be a distraction if they are members of different programs.
Low Cost Carrier Business Models
Companies are able to achieve competitive advantage besides how it will continue is one of
the basic strategic area issues. Businesses domestic business activities are subject to equal
working conditions for business activity besides strategy inside anyone's priority is required
for superior performance
Strategy is a combination of the all bigger aviation company's resources besides
capabilities as the product/service market is growing first about choosing their activities overall
corporate strategy can be offensive or vulnerable according to competitive power. Of course
there are many precise strategies besides which one of the best from each type depends on the
circumstances determine. Aviation, and calm beaches these all together make a perfect tourist
destination. Tourists who visit LCC also opt for treatment. LCC is a tourist destination for both
foreign and domestic tourist every year tourist visit this place for various purpose. In India,
LCC is the only places where the Ayurveda is practiced in the same manner which is practiced
in Aviation sector.

Porter offers three general strategy to deliver an out beside sing performance from its
competitors in the long term: (1) cost management, (2) differentiation strategy of the air
carriers, (3) Focus on deferent strategy implement by the deferent airlines company.
There are besides four basic business model a most preferable destination. It is linked with
various mode of transport whether its road, rail, air and sea it is well connected and tourist have
various choice to choose on the basis of their budget and choice. (Chas brought besides
Rosenbloom, 2002)
Strategic Component of LCC
Strategic Components Low Cost Air carrier
(1)Value recommendation Low-cost besides simplified service delivery
(2)Market Segment Cost-sensitive business or travel along with other
transportation modes alternative to passengers
(3)Value chain Lowest price designed for activities appropriate to the
cost effectiveness of presentation
(4)Revenue besides profit structure Low prices besides lower costs, fragile besides low
profit margins. High side income ratio
(5)Location of value network The utilizing of secondary airports, price-sensitive
passengers flown to contribute to the growth of the
industry
(6)Competitive strategy A unique business process that makes it possible to
offer low-cost access to prices besides product design
Low Cost Carriers, by applying cost focus strategy besides mixed strategy, air carrier can be
created to try to keep costs under a most preferable destination. It is linked with various mode
of transport whether its road, rail, air and sea it is well connected and tourist have various
choice to choose on the basis of their budget and choice. type of aircraft to be tried to be
minimized.

Literature review:
Air carrier service
Research into air carrier service have been increased along with time utilizing of relationship
along with passenger satisfaction besides profitability have been increase (Heskett et al., 1994).
All FCC besides LCC Air carrier are offer good services for less prices to get more customer
besides gain more market share. Air carrier are implementing deferent strategy to make their
tickets chipper besides provide better services to their customer by Parasuraman et al. (1988)
in their well-known service quality measuring instrument called SERVQUAL. By the help of
this of the instrument measure service quality in five parameter (reliability, assurance,
tangibles, empathy, responsiveness) in based on the customer. The SERVQUAL instrument
have been utilizing by several researchers to measure air carrier service quality (Fick & Ritchie,
1991; Sultan & Simpson, 2000). Other multi-dimensional constructs of air carrier service
quality. Rhoades & Waguespack (2005) compared the service quality of US air carrier before
besides after the terrorist attacks of 11 September 2001 besides found that service quality is at
its optimum in 2002 as decreased utilization of seats facilitated on-time performance, reduced
overbooking, besides fewer customer complaints. Tiernan et al. (2008) offered a wider
perspective on service-quality measures on the basis of data from the Association of European
Air carrier (AEA) when they found that important factors in determining positive customer
perceptions of the industry included on-time flight arrivals besides an absence of cancellations
besides baggage problems. In the case of the Thai LCCs that are the subject of the present
study, there is initial uncertainty among practitioners as to whether the perceptions of a lower
cost structure would alter accepted measures of service quality or whether the conventional
measures continued to apply to the LCCs. It have subsequently become apparent to the LCCs
that their lower fares to passengers are perceived to be due to cost reductions through efficiency
in their operations, rather than to diminished service stbesidesards. As a result, compliance
along with service-quality stbesidesards continues to be important for the LCCs. Indeed, a
comparative study of LCCs besides FSCs found that service failures (such as flight
cancellations, diversions, delays, strikes, besides negative staff attitudes) resulted in more
complaints for the LCCs than for the FSCs (Bamford & Xystouri, 2005). The growth of low
cost carriers have shown that they can successfully compete along with full-service carriers,

particularly in the price-sensitive leisure market, on these variables (Fourie & Lubbe, 2006).
About passenger decision making according to the air carrier services (Park et al., 2004).
Research on service quality that have accumulated over the years, customer expectations of
service quality in air carrier industry (Cunnigham et al., 2002). Research on Air carrier service
quality such as Fick besides Ritchie (1991), Sultan besides Simpson (2000) besides Young et
al (1994). Service quality literature recognizes in consumer evaluations of service quality
(Parasuraman et al., 1985 as cited in Sultan & Simpson, 2000). Air carrier service quality,
satisfaction is measured by the customers’ overall service experiences (Oliver, 1993).
Need for the study
Airports Authority of India (AAI) under the Ministry of Civil Aviation is accountable for
inventing, upgrading, maintaining besides managing civil aviation facilities in India. It offers
Air traffic management (ATM) services over Indian airspace besides a most preferable
destination. It is linked with various mode of transport whether its road, rail, air and sea it is
well connected and tourist have various choice to choose on the basis of their budget and
choice.by the airport.
The Indian Aviation sector have shown an impressive growth post privatization besides after
the start of arrival of Low Cost Carriers. From the year 2003 which 1000 of pilgrimage take
part and get together from all parts of India as well as other country. Airline which is near to
airport is known as the world capital of LCC and capital of India. Various foreign air carrier
have besides given the customer a wide choice of service in the market.
At present all the air carrier; Indian ministry air carrier, Indian private air carrier besides foreign
air carrier are offering various kinds of benefits besides frequent flyer programmers besides
possibly low ticket fare (advance booking).
Along with every air carrier claiming to be the best, how does the passenger decide? This is
where favorable besides positioning plays an important role in bringing out the differentiating
factor. Air carrier companies in India have unique marketing strategy to their target groups.
Air carrier industry classified customer into three types as business travelers, leisure travelers
besides other travelers. Besides the air carrier provide services according to the requirement of

the customers. Customers are more familiar along with different offerings in the market place,
besides are service delivery. So, the air carrier companies should offer passenger’s immense
levels of service besides confirm that passengers are satisfied along with their service offering.
The success of air carrier depends mainly on the ability to identify customer’s requirements,
besides offer the same service quality that would meet customer’s satisfaction.
To fill this research gap, this study aimed to find the satisfaction level of Delhi airport services
besides extent of satisfaction in air travel on air carrier selected or preferred by the passenger.
Scope of the study
This research study will benefit the airport authority, air carrier companies (Indian private air
carrier, Indian ministry air carrier besides foreign air carrier) in evaluating their performance.
Passengers would benefit from this study through gaining information that might help them in
making their air carrier preference. Air carrier companies could have a competitive advantage
if they could be sides themselves appropriately. This study will hopefully help air carrier
companies besides airport authority in developing an effective service.
The results of the study will be significant to the air carrier companies in which the majority
passengers belong to besides be sides it enables other air carrier to offer better service. It will
serve as a guide as how passengers prefer air carrier besides the satisfaction level of passengers
will guide the air carrier companies for their improvement.
Objectives of the study
1. To identify besides underset by the underlying dominant dimensions of Airport Services,
Air carrier Preference besides Customer Satisfaction.
2. To examine the significant differences among Airport Services factors, Air carrier
Preference factors besides Customer Satisfaction factors along with personal profiles of
passengers.

3. To find out the Impact of Air carrier Preference besides Customer Satisfaction Factors.
Research Methodology
The present study is exploratory besides analytical in nature besides adopted survey method
for its findings. This study depends mainly on the primary data collected though the well-
structured questionnaire among the respondents. During the period of study, all relevant
published information is collected; formal besides informal discussions was conducted along
with the passengers.
Geographical Area of the Study besides Sample
The geographical area for the study is Delhi, India. The study is conducted here for two reasons.
I. It is a metropolitan city of international repute, where it covers all the states in the Country
besides it covers all the major short haul international routes
II. It covers more passengers domestically besides internationally.
Besides sampling procedure is utilizing in the study to select the sample population from Delhi
IGI airport.
The samples was selected for the study based on the following criteria’s:
1) Passenger’s departures from Delhi domestic airport
2) Passenger’s arrives to Delhi domestic airport
3) Passenger’s departures from Delhi International airport
4) Passenger’s arrives to Delhi International airport.
The Air carrier selected for the sample are listed below:

o Vistara
o Jet Airways
o Indigo
o Spice Jet
o Go Air
A total of 500 questionnaires was issued, The sample size is 500 passanger who arrive to Delhi
as a LCC passenger. It is not an optimum size of passanger, it can vary by time constraints
besides willingness to participate besides fill the questionnaire besides to share their
experience.
QUESTIONNAIRE DESIGN
A questionnaire along with four sections is developed to ascertain the profile of the passengers,
Airport Services, Air carrier Preference, besides Customer Satisfaction of air travel.
The earliest part of the questionnaire deals along with profile of the passenger’s contains
question about Age, Gender, Occupation, Marital status, Educational qualification, Monthly
Income, Family pattern, Nationality, Travel Class besides of Air carrier.
The second part of the questionnaire contains twenty six variables to measure the level of
satisfaction of the passengers of Chennai international besides domestic airport service quality
along with five point scale ranging from "Highly Satisfied" to "Highly Dissatisfied".
The third part of the questionnaire contains twenty variables to measure the factors, influencing
to prefer a specific air carrier along with five point scale ranging from “Strongly Agree to
Strongly Disagree”
The fourth part of the questionnaire contains twenty variables to measure the level of customer
satisfaction of the air passengers along with five point scale ranging from "Highly Satisfied"
to "Highly Dissatisfied".

Complete work plan along with timelines
Outcome of the study
Sl. No Work done Time period
1 During the period I searched for the topic on
various secondary sources
1stSeptember to 10th
September 2018
2 I have selected the topic during this period 15th September 2018
3 I have reviewed the literature of previous studies
done by other researcher
15th September to 18th
October 2018
4 I have identified the objectives of the study
during this period along along with the help of
my mentor
18th October to 25th October
2018
5 I have found the errors occurred besides the
scope of study during this period
25th October to 30th October
2018
6 Formatted the capstone I report 30th October to 10th
November 2018
7 Discussed about the making of questionnaire 10th November 2018
8 Formulation of questionnaire 2nd December to 15th
December 2017
9 Survey will be done Till January 2019
10 Testing of data collected Beginning of February 2019

 To find out marketing strategy implemented by low cost carriers
 To know the perception of passengers travelling in different air carrier besides classes.
 To find out the satisfaction levels of the passengers
 To compare the services of air carrier by comparing full service carriers besides low cost
carriers.
 To find out the perception of people regarding low cost carriers besides their formula for
success.
Preliminary research or experimental work done
 I have collected information through Secondary data i.e., journals, websites, magazines
besides research papers
 I have gone through different sources of secondary data that is available to obtain
information that is required to do my study
 I have analyses the information available besides put the required information that is related
to my research besides have not added the information that is not related to my report.
11 Analysis besides conclusion Beginning of March 2019
12 Recommendation End of April 2019

DATA ANALYSIS BESIDES INTERPRETATION
71
49
Gender
Male Female
43
27
9
22
15
Years
Age
18 to 28 28 to 38 38 to 48 48 to 58 Above 58

46
38
9
6
21
Occupation
Student Employee Businessman Not Employed Any other
97
23
0
20
40
60
80
100
120
Nationality
Indian Foreigner

INTERPRETATION
Most of the passengers are like to travel in Economy class for low price.
INTERPRETATION
Most of the people like to travel with Indigo because of their good service compare to Spice
Jet.
11
26
83
Passenger Class
Business class Premium economy class Economy class
61
45
3
Which airline did you take
Indigo Spice Jet Others

How far you are satisfied along with the physical appearance, dress code besides attitude of
employees of the air carrier you traveled in?
INTERPRETATION
Most of the passengers are satisfied with physical appearance, dress code besides attitude of
employees of the air lines.
How do you feel about the hassle free check –in besides boarding by the air carrier?
INTERPRETATION
Most of the passengers are neutral regarding hassle free check –in besides boarding by the air
lines.
HighlyDissatisfied
1%
Dissatisfied
5%
Neutral
27%
Satisfied
32%
HighlySatisfied
35%
Highly Dissatisfied Dissatisfied Neutral Satisfied Highly Satisfied
HighlyDissatisfied
4%
Dissatisfied
2%
Neutral
43%
Satisfied
23%
HighlySatisfied
28%

What is your opinion about the refreshment policy of the air carrier for its customers if the
flight is delayed?
INTERPRETATION
Most of the passengers are neutral in these segment.
How far you are satisfied along with the reliability of on-line assistance by the air carrier?
INTERPRETATION
Most of the passengers are satisfied with the airlines.
HighlyDissatisfied
11%
Dissatisfied
7%
Neutral
51%
Satisfied
13%
HighlySatisfied
18%
HighlyDissatisfied
0%
Dissatisfied
5%
Neutral
24%
Satisfied
48%
HighlySatisfied
23%

Are you satisfied along with the employees in responding to your queries?
INTERPRETATION
Most of the passenger are neutral about airlines employees’ response to their queries.
How do you rate the professional approach of the air carrier employees in discharging their
duties towards passengers?
INTERPRETATION
Most of the passenger are neutral regarding this segment.
HighlyDissatisfied
10%
Dissatisfied
21%
Neutral
40%
Satisfied
22%
HighlySatisfied
7%
HighlyDissatisfied
4% Dissatisfied
9%
Neutral
52%
Satisfied
21%
HighlySatisfied
14%

Are you satisfied along with the in-flight instructions given to you by the crew members?
INTERPRETATION
Most of the passenger are neutral and satisfied.
Are you satisfied along with the frequent flyer program of the air carrier?
INTERPRETATION
Most of the passenger are satisfied.
HighlyDissatisfied
1%
Dissatisfied
7%
Neutral
43%
Satisfied
27%
HighlySatisfied
22%
HighlyDissatisfied
3%
Dissatisfied
4%
Neutral
26%
Satisfied
47%
HighlySatisfied
20%

How far you are satisfied along with the tourism related information given to you?
INTERPRETATION
Most of the passenger are neutral.
How far you are satisfied along with the amount which the air carrier imposes for your excess
baggage?
INTERPRETATION
Most of the passenger are satisfied
HighlyDissatisfied
9%
Dissatisfied
7%
Neutral
49%
Satisfied
19%
HighlySatisfied
16%
HighlyDissatisfied
4% Dissatisfied
10%
Neutral
30%
Satisfied
38%
HighlySatisfied
18%

Would you recommend this air carrier to other people?
INTERPRETATION
Would you like to travel again through this air carrier whatever the cost of travel?
INTERPRETATION
HighlyDissatisfied
8%
Dissatisfied
12%
Neutral
42%
Satisfied
18%
HighlySatisfied
20%
HighlyDissatisfied
17%
Dissatisfied
22%
Neutral
51%
Satisfied
8%
HighlySatisfied
2%

Would you consider flying on this air carrier again in the future?
INTERPRETATION
Most of the passenger are satisfied.
Would you like to travel again through this air carrier whatever the cost of travel?
INTERPRETATION
Most of the passenger are satisfied with their airlines.
HighlyDissatisfied
7% Dissatisfied
4%
Neutral
27%
Satisfied
51%
HighlySatisfied
11%
HighlyDissatisfied
5% Dissatisfied
11%
Neutral
22%
Satisfied
45%
HighlySatisfied
17%

Do you believe that this air carrier have a better image than its competitors?
Is the air carrier having their website updated all the time?
INTERPRETATION
HighlyDissatisfied
13%
Dissatisfied
8%
Neutral
36%
Satisfied
40%
HighlySatisfied
3%
HighlyDissatisfied
5% Dissatisfied
10%
Neutral
36%Satisfied
28%
HighlySatisfied
21%

Are you satisfied along with the Pricing policy of the air carrier?
INTERPRETATION
How far you are satisfied along with the safety performance of the air carrier?
INTERPRETATION
Most of the passenger are neutral
HighlyDissatisfied
22%
Dissatisfied
13%
Neutral
38%
Satisfied
27%
HighlyDissatisfied
3%
Dissatisfied
4%
Neutral
37%
Satisfied
46%
HighlySatisfied
10%

How much you are satisfied along with the time commitments of the air carrier?
INTERPRETATION
Are you satisfied along with the level of cleanliness of toilets inside the aircraft?
INTERPRETATION
HighlyDissatisfied
10%
Dissatisfied
4%
Neutral
46%
Satisfied
37%
HighlySatisfied
3%
HighlyDissatisfied
17%
Dissatisfied
21%
Neutral
30%
Satisfied
22%
HighlySatisfied
10%

How far you are satisfied along with the seat space, leg comfort in the aircraft?
INTERPRETATION
Are you satisfied along with the efficiency of the air carrier at the point of departure besides
arrival?
INTERPRETATION
Most of the passenger are neutral
HighlyDissatisfied
5% Dissatisfied
10%
Neutral
36%
Satisfied
21%
HighlySatisfied
28%
HighlyDissatisfied
10%
Dissatisfied
22%
Neutral
30%
Satisfied
21%
HighlySatisfied
17%

Are you satisfied along with the sincerity besides patience of employees in resolving your
problems?
INTERPRETATION
Are you a frequent flyer member of any air carrier?
HighlyDissatisfied
5% Dissatisfied
10%
Neutral
36%Satisfied
28%
HighlySatisfied
21%
Yes
66%
No
34%
Yes No

Conclusions
This study shows that the analysis of air carrier route networks contributes to deepen our
knowledge of how all air carrier are following different business models operate and compete
in the market. It have been shown that how the route networks of FSCs besides LCCs are scale-
free, along with a degree distribution following a power law. This result is contrary to some a
priori assumptions made by previous research, those are suggested that all the route network
of LCCs should have as a random network flight. This is the difference between the two
business models depended and lies in the role played by airports and the air carriers along with
other air lines. While in FSCs these airports act as hubs centralizing connected flights, in LCCs
these airports act as bases where these carriers centralize their maintenance operations.
For the more studies about air carriers should consider to analyzing a wider variety of air carrier
from different regions of the country, there not only paying attention to centralization measures
for the whole network of the air carriers, but besides to degree besides between all distributions.
Longitudinal analyses could besides shed light in order to capture the effects of frequency,
which is an important aspect of network configuration of FSCs besides LCCs. These studies
can besides benefit to improve all types of serves quality from methodologies from the business
models literature, incorporating to the route network analysis some other elements of air carrier
strategy, such as customer service besides participation in alliances.
 Most of the peoples are using LCC because of its low price and good services quality.
 LCC’s are provide more accessibility to the passengers at low cost, because of this
people are started more travel in flights.
 Most of the people are like to travel in Indigo because of the good service and customer
support.
 People are like Spice Jet for their comfortable seats and best in flight food compare to
other LCC.
 Most of the people like to travel in economy class because of LCC.
 Most of the passenger are frequent flyer member of the air carriers because offers and
reward program.
 People are using web check-in for hassle free Journey, and they are also using air
carriers online services for check flight states, cancelation and reissuing tickets.

References
Airbus Global Market Forecast (2013), www.airbus.com
Barney, J. B. (1991), Firm resources besides sustained competitive advantage, Journal of
Management, V.17(1), pp.99-120.
Barrett, S., (1999), Peripheral market entry, product differentiation, supplierrentsbesides
sustainabilityin the deregulated European aviation market – a case study, Journal of Air
Transport Management 5(1), 21-30.
Bieger, T., & Agosti, S. (2005), Business models in the air carrier sector -evolution besides
perspectives, S. Auerbach, H. Baum & W. Delfmann (Der.), Strategic management in the
aviation industry. Köln: Kölner Wissenschaftsverlag.
Calder, Simon (2002), No Frills:the truth behind the low-cost Revolution in the skies. London:
Virgin Books Ltd.
Chesbrough, H. besides Rosenbloom, R.S. (2002), The role of the business model in capturing
value from innovation: Evidence from Xerox Corporation’s spin‐ off companies, Industrial
besides Corporate Change, 11(3):529‐ 555.
Connell, J.F. besides Williams, G. (2005), Passengers’ perceptions of low cost air carrier
besides full service carriers: A case study involving Ryanair, Aer Lingus, Air Asia besides
Malaysia Air carrier, Journal of Air Transport Management, 11: 259–272.
Doganis, Rigas (2001), The Air carrier Business in the Twenty-earliest Century, London.
Routledge.
IATA Annual Report (2015), www.iata.com
Porter, Michael. E (1996), What is strategy?, Harvard Business Review, Vol. 74, pp. 61-78.

QUESTIONNAIRE
1. Gender?
a) Male b) Female
2. Age?
a) 18 to 28 years b) 28 to 38 years c) 38 to 48 years d) 48 to 58 years e) Above 58years
3. Occupation?
a) Student b) Employee c) Businessman d) Not Employed e) Any other
4. Your nationality?
a) Indian b) Any other____________________
5. Income per year?
a) Less than3lac b) 3 -6 lac. c) 6–9Lac d) 9–12lac e) Above 12lac
6. Travel (Flying) Frequency?
a) Frequent Flyer b) Rarely c) Occasionally
7. Passenger Class?
a) Business class b) Premium economy class c) Economy class
8. Purpose of Visit?
a) Leisure b) Business c) Education d) Pilgrimage e) Any other
9. Are you a frequent flyer member of any air carrier?
a) Yes b) No
10. Which air carrier did you take?
a) Indigo b) Spice Jet c) Any other

Name: _______________________
Place: ________________________
Statements Highly
Dissatisfied
Dissatisfied Neutral Satisfied Highly
Satisfied
How far you are satisfied with the physical appearance,dress code
and attitude of employees of the air carrier you traveled in?
How do you feel about the hassle free check –in and boarding by the
air carriers?
What is your opinion about the refreshment policy of the air carrier
for its customers if the flight is delayed?
How far you are satisfied with the reliability of on-line assistance by
the air carrier?
Are you satisfied with the employees in responding to your queries?
How do you rate the professional approach of the air carrier
employees in discharging their duties towards passengers?
How do you rate the professional approach of the air carrier
employees in discharging their duties towards passengers?
Are you satisfied with the in-flight instructions given to you by the
crew members?
Are you satisfied with the frequent flyer program of the air carrier?
How far you are satisfied with the tourism related information given
to you?
How far you are satisfied with the amount which the air carrier
imposes for your excess baggage?
Would you recommend this air carrier to other people?
Would you like to travel again through this air carrier whatever the
cost of travel?
Would you consider flying on this air carrier again in the future?
Would you like to travel again through this air carrier whatever the
cost of travel?
Do you believe that this air carrier has a better image than its
competitors?
Is the air carrier having their website updated all the time?
Are you satisfied with the Pricing policy of the air carrier?
How far you are satisfied with the safety performance of the air
carrier?
How much you are satisfied with the time commitments of the air
carrier?
Are you satisfied with the level of cleanliness of toilets inside the
aircraft?
How far you are satisfied with the seat space, leg comfort in the
aircraft?
Are you satisfied with the efficiency of the air carrier at the point of
departure and arrival?
Are you satisfied with the sincerity and patience of employees in
resolving your problems?

A study of passenger’s perceptions related to airlines

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