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Title: Impact of Airline Service Quality on Airline Image and Tourist Post Purchase Behavioral Intention
Researcher: Nika, Abid Suhail
Guide(s): Ramjit
Keywords: Airline Image
Behavioral Intention
Service Quality
Tourist Loyalty
Tourist Satisfaction
University: Central University of Kashmir
Completed Date: 2017
Abstract: With the increasing competition among the airlines, Service Quality is becoming a prime concern to establish airline distinctiveness for passenger satisfaction. The better service quality has been benefiting enormously both the service providers as well as the service users. Due to globalization, especially in tourism sector, the focus is shifting towards providing Quality services and Quality experiences to tourist passengers travelling by air. The present study was carried out to analyze the impact of airline service quality on airline image, and tourist post-purchase behavioral intention. This study was intended to suggest a framework for providing Quality services to the tourist passengers arriving at Srinagar International Airport which could help the airlines to gain competitive advantage. newlineIn order to study the extent of service quality that could help in brand building and its image among the passengers, the Service Quality Model suggested by Parasuraman was modified to the extent as it was inconsistent or otherwise lacking in certain important elements which greatly influence the brand image of an airline. The SERVQUAL as suggested by Parasuraman model consists of five dimensions (Tangibility, Responsiveness, Reliability, Assurance, and Empathy) with 22 elements. Parasuraman, (1988) model of SERVQUAL as addressed in Indian airlines lacks in some main elements which strongly influence the passenger psyche and opinion building regarding airline image, and behavioural intention to establish a permanent relationship with the service provider. newlineThe alignment of various unique items which effect the preference of airlines are yet to be established in airlines industry like processing of luggage, refreshment during delay of a flight, absence of grievance redress cell, accommodation of passengers due to flight cancellation, toll free number services, free SMS service alerts, entertainment facilities in SHA s (Security Hold Area), need for paging calls, level of cleanliness of toilets inside air craft, updated air
Appears in Departments:Department of Tourism Studies

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01_title_page.pdfAttached File205.47 kBAdobe PDFView/Open
02_declaration.pdf193.27 kBAdobe PDFView/Open
03_certificate.pdf185.9 kBAdobe PDFView/Open
04_abstract.pdf213.6 kBAdobe PDFView/Open
05_acknowledgements.pdf165.57 kBAdobe PDFView/Open
06_table_of_content.pdf248.75 kBAdobe PDFView/Open
07_list of tables.pdf180.24 kBAdobe PDFView/Open
08_list of figures.pdf176.65 kBAdobe PDFView/Open
09_list of abbreviations.pdf177.83 kBAdobe PDFView/Open
10_chapter01.pdf565.22 kBAdobe PDFView/Open
11_chapter02.pdf695.97 kBAdobe PDFView/Open
12_chapter03.pdf503.78 kBAdobe PDFView/Open
13_chapter04.pdf602.3 kBAdobe PDFView/Open
14_chapter05.pdf474.69 kBAdobe PDFView/Open
15_references.pdf468.65 kBAdobe PDFView/Open
16_appendix.pdf412.13 kBAdobe PDFView/Open

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