Jet air ways-marketing services

IntroductionIntroduction

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

External

Marketing

– Making Promises

Internal Marketing – Enabling Promises

CustomersProducer

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.

CustomerProducer Keeping Promises – Interactive Marketing

Synopsis 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 airline’s 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 ProfileCompany Profile

Historical Background of Airline Industry 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 country’s international airline

while Indian Airlines operated on domestic routes. The liberalization of the economy

in the 1990’s 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

“Businessman’s Preferred Airline.”

Today, it is a matter of pride that Jet Airways is widely recognized as “India’s

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 world’s 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 day’s 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 JET AIRWAYS TIMELINE

(DOMESTIC AIRLINE 1993 – 2003)(DOMESTIC AIRLINE 1993 – 2003)

YearsYears EVENTSEVENTS

19921992 Jet Airways (India) Limited was founded by Mr. Naresh Goyal a Non

– Resident Indian.

19931993 May 5, Jet Airways started operation in India with the 737 – 300

series of aircraft.

1993 – 941993 – 94 4 aircraft Boeing 737 – 300 leased from Ansett Worldwide Aviation

Operations: 28 daily flights, 12 destinations with market share of

6.6%.

19941994 April, two more Boeing B737 – 400s were acquired. Fleet of 6

Operations: 39 daily flights, 14 destinations. Frequent flyer Program

(Jet Privilege).

1994 – 951994 – 95 Jet Airways had increased its market share to an estimated 11%.

19951995 14th January, Jet Airways was granted scheduled airline status and

operating permit.

19981998 Air Transport World, one of the world’s 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”.

1998 – 99 1998 – 99 The B737 – 300s were phased out in, followed by the B737 – 500

aircraft.

19991999 Jet Airways was the first airline in the country to introduce a three –

tier frequent flyer program.

20012001 The first private airline in India to have its own full flight simulator

and flight-training device.

20022002 Prestigious TTG Travel Award for the Best Domestic Airline in Asia

Pacific.

20032003 Over 250 flights to 41 destinations. Average age of fleet is around 3

years, making the fleet youngest in its size segment.

20032003 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 “India’s 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 airline’s 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 No in Service

B 737 - 900 01

B 737 - 800 13

B 737 - 700 12

B 737 - 400 08

ATR 72 – 500 08

Total No. 42

http://www.jetairways.com/aboutus/communityservices.asp

http://www.jetairways.com/aboutus/aviationinnovations.asp

http://www.jetairways.com/aboutus/isocertification.asp

Research designResearch 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 today’s 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 consumer’s 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 customer’s 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.

Product Catering Cost Delivery Product After

Performance to Change Range Sales

Service

Figure 1: Other Factors Influence Customer Satisfaction

Customer Satisfaction

Reliability

Responsiveness

Assurance

Empathy

Tangibles

Figure 2: Components of Customer Satisfaction

Service Quality

Product Quality

Price

Situational

factors

Personal Factors

CUSTOMER SATISFACTION

Components of Customer Satisfaction

The factors that make the customer satisfy are given below:

1. Service Quality

Reliability

Responsiveness

Assurance

Empathy

Tangibles

2. Product Quality

3. Price

4. Situational Factors

5. 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

How do the customers form their expectations?

Satisfied CustomerDelighted Customer1. Repurchasing2. Word of Mouth3. Increasingly Profit4. Increasingly Sales5. Pay less attention to

competing brands and advertising

6. Buy other products or service of the same company

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 < Expectation Dissatisfaction

Perceived delivery = Expectation Satisfaction

Perceived delivery > Expectation Delight

Perceived delivery >> Expectation Astonishment

MethodologyMethodology

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:

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: -

Determine the sampling frame

Select sampling technique

Determine the sample size

Execute the sampling process

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 company’s 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: -

http://www.servicemangement.com/

http://www.jetairways.com/

“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:

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.

HYPOTHESISHYPOTHESIS

2cal = (O – E) 2 /

E

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.

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.

Ho: Null Hypothesis)

Ha: Alternative Hypothesis)

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 Reject Ha

Ho is true.

Ho is false.

Obviously, the first two possibilities lead to errors.

The Test of Hypothesis: Chi – Square Test

The hypothesis test of ranking airlines:

Airlines Rank No. 1Respondents %

Jet Airways 33 66%Indian Airlines 11 22%

Correct decision

Type I Error

Type II Error

Correct Decision

Air Sahara 6 12%Total 50 100%

Observed

Value (O)

Expected

Value (E)

(O – E) 2

66 33.33 1067.3289 32.023

22 33.33 128.3689 3.8514

12 33.33 454.9689 13.6504

cal = 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.

tab = 5.99

Test Statistics

Test cal = 49.5248

Conclusion

Since cal >

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 No of Respondents PercentageExecutive/Business Class 9 18 %

Economic Class 38 76 %Both 3 6 %Total 50 100 %

Po = 0.50, P1 = 0.76

Assumption:

Ho: P1 = P2

Ha: P1 P2

Level of significance 5% => Z tab = 1.96

Test Statistics

Z =

=

=

= 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 No of

Respondents

Percentage

Male 40 80%

Female 10 20%

Total 50 100%

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%).

SOURCE TABLE NO:1

Table No. 2 Showing the distribution of respondents,according to the age group

Age Group No of Respondents Percentage

21-30 22 44%31-40 10 20%41-50 11 22%51-60 5 10%61-70 1 2%71-80 1 2%Total 50 100%


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.

SOURCE TABLE NO.2

Table No. 3 Showing the distribution of respondents,

according to the educational background

Education No of Respondents Percentage

Pre – University 1 2%

Degree 11 22%

Post Graduate 31 62%

Above PG 7 14%

Total 50 100%


From the data, we interpret that post graduates believe in traveling in style whereas

the others fall in a narrow bracket.

Education

SOURCE TABLE NO:3


according to the occupation

Occupation No of Respondents Percentage

Student 17 34%

Working group 19 38%

Others 14 28%

Total 50 100%

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


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.

SOURCE TABLE NO:4

Table No. 5 Showing the monthly income of respondents

Monthly Income No of Respondents Percentage

Less than 20,000 17 34%

20,001 – 30,000 17 34%

30,001 – 50,000 7 14%

Above 50,000 9 18%

Total 50 100%


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.

SOURCE TABLE NO:5

Table No. 6 Showing the travel frequency of respondents

Frequency No of Respondents Percentage

Weekly 3 6%

Monthly 14 28%

Yearly 20 40%

Others 13 26%

Total 50 100%


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.

3

14

20

13

0

5

10

15

20

25

Weekly Monthly Yearly Others

Frequency

No

of

res

po

nd

en

ts

Series1

SOURCE TABLE NO:6


according to the purpose of travelling by air

Purposes No of Respondents Percentage

Business 12 24%

Leisure 7 14%

Business and Leisure 10 20%

Others 21 42%

Total 50 100%


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.

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

12

7

10

21

0

5

10

15

20

25

Business Leisure Business andLeisure

Others

Purpose

No

of

res

po

nd

en

ts

SOURCE TABLE NO:7

Table No. 8 Showing the distribution of respondents, according to the

most preferred airline.

Airlines No of Respondents Percentage

Jet Airways 28 56%

Indian Airlines 16 32%

Air Sahara 6 12%

Total 50 100%


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.

Airlines

SOURCE TABLE NO:8

Table No.9 Ranking of Preferable Airline,

according to the no of respondents

Airlines Rank No. 1 Rank No. 2 Rank No. 3

Respondents % Respondents % Respondents %

Jet Airways 33 66% 15 30% 2 4%

Indian Airlines 11 22% 18 36% 21 42%

Air Sahara 6 12% 17 34% 27 54%

Total 50 100% 50 100% 50 100%


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.

SOURCE TABLE NO:9

Table No. 10 Showing the distribution of respondents, according to

the class, which the passengers prefer to travel

Class No of Respondents Percentage

Executive/Business Class 9 18 %

Economic Class 38 76 %

Both 3 6 %

Total 50 100 %


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.

Chart no.10 showing the distribution of respondents according to the class in which the

passenger prefer to travel

9

38

3

0

5

10

15

20

25

30

35

40

Business Class Economic Class Both

Class prefered

No

of

resp

on

den

ts

SOURCE TABLE NO:10

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

C No of Respondents Percentage

Friends 10 20%

Family 11 22%

Advertisement 13 26%

Others 12 24%

More than two reasons 4 8%

Total 50 100%


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

customer’s suggestion or the convenience of the airline’s 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.

Table no.11 showing the reason to select the airline

1011

1312

4

0

2

4

6

8

10

12

14

Particulars

No

of r

espo

nden

ts

SOURCE TABLE NO:11

Table No. 12 Showing the reasons to travel by air

Reasons No of Respondents Percentage

Airfare 16 32%

Convenience 40 80%

Service 26 52%

Image 13 26%

Accessibility 9 18%

Cabin Crew 7 14%

Punctuality 18 36%

Responsibility 8 16%

Safety 19 38%

Discount 5 10%

Onboard Promotion 2 4%

Food 12 24%

Network 12 24%

Others 4 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.


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.

SOURCE TABLE NO:12

Table No. 13 Showing the overall opinion of respondents,

according to the airlines’ services

Overall Opinion

Excellent Good Average DissatisfactionFreq. % Freq. % Freq. % Freq. %

Airfare 5 10 32 64 10 20 3 6Reservation 14 28 28 56 8 16 - -Help Desk 11 22 21 42 17 34 1 2Check-in Counter

16 32 23 46 10 20 1 2

In flight 13 26 22 44 13 26 2 4Security Checking

12 24 22 44 14 28 2 4

Food 15 30 20 40 11 22 4 8Aircraft 9 18 27 54 11 22 3 6Schedule

Convenience17 34 20 40 12 24 1 2

Onboard Promotion

5 10 10 20 24 48 11 22

Others 1 2 4 8 1 2 1 2

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


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 airline’s services.

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

SOURCE TABLE NO:13

Table No. 14(a): Showing the opinion of Jet Airways’ respondents, according to the airline’s services.

Jet AirwaysExcellent Good Average Dissatisfaction

Freq. % Freq. % Freq. % Freq. %Airfare 2 7 21 75 4 14 1 4

Reservation 12 43 15 53 1 4 - -Help Desk 8 29 15 53 5 18 - -Check-in Counter

12 43 13 46 3 11 - -

In flight 12 43 11 39 5 18 - -Security

Checking5 18 16 57 6 21 1 4

Food 9 32 15 53 3 11 1 4Aircraft 8 29 16 57 4 14 - -

Schedule Convenience

13 46 11 39 4 14 - -

Onboard Promotion

3 11 7 25 11 39 7 25

Others 2 7 2 7 - - - -



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 airline’s services

SOURCE TABLE NO:14(a)

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

Indian AirlinesExcellence Good Average DissatisfactionFreq. % Freq. % Freq. % Freq. %

Airfare 2 13 9 57 4 24 1 6Reservation 1 6 9 57 6 37 - -Help Desk 1 16 5 31 9 57 1 6Check-in Counter

2 13 6 37 7 44 1 6

In flight - - 7 44 7 44 2 12Security

Checking5 31 4 25 6 38 1 6

Food 2 13 4 24 8 50 2 13Aircraft - - 6 37 7 44 3 19

Schedule Convenience

2 13 8 50 5 31 1 6

Onboard Promotion

- - 3 19 10 62 3 19

Others - - 1 6 2 13 1 6

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


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 airline’s services

SOURCE TABLE NO:14(b)

Table No. 14(c): Showing the opinion of Air Sahara’s respondents,

according to the airline’s services

Air SaharaExcellent Good Average Dissatisfaction

Freq. % Freq. % Freq. % Freq. %Airfare 1 17 4 66 1 17 - -

Reservation 2 34 4 66 - - - -Help Desk 2 34 3 50 1 16 - -Check-in Counter

2 34 3 50 1 16 - -

In flight 2 34 4 66 - - - -Security

Checking2 34 3 50 1 16 - -

Food 4 66 2 34 - - - -Aircraft 1 16 5 84 - - - -

Schedule Convenienc

e

1 16 2 34 3 50 - -

Onboard Promotion

2 34 1 16 3 50 - -

Others - - 1 16 - - - -



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 airline’s services

SOURCE TABLE NO:14(c)

Table No. 15(a): Showing the ranking of the satisfaction level, according to the airlines’ servicesFactors 1 2 3 4 5 6 7 8 9 10 11 Weighta

ge Average

Airfare 12 3 8 2 3 1 7 3 2 8 1

132 30 72 16 21 6 35 12 6 16 1 350Reservation

8

88

10

100

15

135

2

16

3

21

6

36

3

15

1

4

1

3

1

2

0

0 420

Help Desk 4

44

8

80

4

36

7

56

5

35

7

42

3

15

8

32

2

6

2

4

0

0 350Check-in counter

6

66

5

50

4

36

7

56

9

63

10

60

3

15

2

8

3

9

1

2

0

0 365In-flight 3

33

3

30

3

27

9

72

9

63

4

24

10

15

4

16

2

6

3

6

0

0 327Security Checking

4

44

7

70

4

36

5

40

2

14

6

36

5

25

10

14

6

18

0

0

1

1 324Food 5

55

10

100

5

45

6

48

6

42

4

24

5

25

5

20

4

12

0

0

0

0 371Aircraft 5

55

5

50

5

45

5

40

5

35

6

36

2

10

6

24

9

27

2

4

0

0 326Schedule Convenience

14

154

6

60

3

27

4

32

5

35

1

6

3

15

4

16

6

18

4

8

0

0 371Onboard Promotion

0

0

2

20

6

54

3

24

3

21

1

6

4

20

2

8

9

27

19

38

1

1 219Others 1

11

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

2

4

3

3 18Note: -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 Rank No. Weightage averageReservation 1 420Schedule Convenience 2 371Food 2 371

Check-in Counter 3 365Airfare 4 350Help Desk 4 350In-flight 5 327Aircraft 6 326Security Checking 7 324Onboard Promotion 8 219Others 9 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.

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

Table No. 16: Showing the percentage of period of having the agencies of airlines.

Years No of Respondents Percentage

Less than 1 year 0 0%

1 – 3 years 2 20 %

3 – 5 years 5 50 %

Above 5 years 3 30%

Total 10 100%


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.

SOURCE TABLE NO:16

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

Airlines

Rank No. 1 Rank No. 2 Rank No. 3

Respondents % Respondents % Respondents %

Jet Airways 8 80% 2 20% 0 0%

Indian Airlines 3 30% 4 40% 3 30%

Air Sahara 0 0% 3 30% 7 70%


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

SOURCE TABLE NO:17

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

Particulars No of

Respondents

Percentage

Commission 7 77%

Special Gifts 3 23%

Special Offer for the Family 0 0%

Others 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.


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%

.

SOURCE TABLE NO:18

Table No. 19: Showing the Percentage of Respondents, According to

Satisfaction Level

Particula

rs

Excellent Good Average Dissatisfaction

No of

Responde

nts

Percenta

ge

No of

Responde

nts

Percenta

ge

No of

Responde

nts

Percenta

ge

No of

Responde

nts

Percenta

ge

Jet

Airways

5 50% 5 50% - - - -

Indian

Airlines

2 20% 7 70% 1 10% - -

Air

Sahara

2 20% 5 50% 2 20% 1 10%

Total 10 100% 10 100% 10 100% 10 100%


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.

SOURCE TABLE NO:19

Table No. 20: Showing the percentage of respondents who will

recommend the Airline to their customers

Particulars No of

Respondents

Percentage

Jet Airways 7 59%

Indian Airlines 2 33%

Air Sahara 1 8%

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


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.

SOURCE TABLE NO:20

Table No. 21: Showing the reasons, why the respondents recommend

specific airlines to their customers

Particulars No of Percentage

Chart no.20 showing the percentage that the respondents(agencies) will recommend to their

customers.

59%33%

8%

Jet Airw ays

Indian Airlines

Air Sahara

Respondents

High Commission 0 0%

Special Offer 4 31%

Discount 3 23%

Others 3 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.


Respondents have suggested the specific airline to their customers according to the

following reasons: Special offer 31%, Discount 23% and others reason 46%.

SOURCE TABLE NO:21

Table No. 22: Showing the percentage of the customers’

reaction when the agencies suggested specific airline to

them.

Particulars

Accept Reject

No of respondent Percentage No of respondent Percentage

Jet Airways 10 100 % 0 0 %

Indian Airlines 10 100 % 0 0 %

Air Sahara 6 60 % 4 40 %


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.

10 10

6

0 0

4

0

2

4

6

8

10

12

Jet Airw ays Indian Airlines Air Sahara

Airlines

No

of

resp

on

den

ts

Accept

Reject

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 No of

Respondents

Percentage

Convenience 6 50%

Discount 2 33%

Trustworthy 2 17%

Others 0 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.

50%

33%

17%0%

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 No of

Respondents

Percentage

Himself or herself 6 50%

Friends 1 8%

Relatives 1 8%

Company 2 34%

Others 0 0%

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


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.

Table no.24 showing the profile of the respondents based on who their customers will

book the tickets for

0

1

2

3

4

5

6

7

Himself orherself

Friends Relatives Company Others

No.

of re

spon

dent

s

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 No of respondents Percentage

Yes 8 80 %

No 2 20 %

Total 10 100 %


We can infer that 80 % of respondents will continue to suggest the specific airline to

their customers while 20 % of respondents will not continue.

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 SERVICE = DELIGHTED CUSTOMERS = BRAND

LOYALTY

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

http://www.servicemanagement.com/

http://www.jetwings.com/

.

1.1. NAME ________________________________________NAME ________________________________________

2.2. AGEAGE _______ _______

3.3. SEX SEX

Male Female

4.4. ADDRESSADDRESS ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

5.5. EDUCATIONEDUCATION

Pre – university Degree Post – graduate Above post – graduate

6.6. OCCUPATIONOCCUPATION

Student Private company Public company Government sector Businessman Others…………………….

7.7. MONTHLY INCOMEMONTHLY INCOME

Less than 20,000 20,001 – 30,000 30,001 – 50,000 Above 50,000

8.8. HOW OFTEN DO YOU TRAVEL BY AIR?HOW OFTEN DO YOU TRAVEL BY AIR?

Weekly

Monthly Yearly Others……………………

9.9. FOR WHICH PURPOSE DO YOU TRAVEL BY AIR?FOR WHICH PURPOSE DO YOU TRAVEL BY AIR?

Business Leisure Others………….

10.10. WHICH AIRLINE DO YOU PREFER?WHICH AIRLINE DO YOU PREFER?

Jet Airways Indian Airlines Air Sahara

11.11. RANK THE LISTED AIRLINES ACCORDING TO YOUR PREFERANCE RANK THE LISTED AIRLINES ACCORDING TO YOUR PREFERANCE


12.12. WHICH CLASS DO YOU TRAVEL BY? WHICH CLASS DO YOU TRAVEL BY?

Executive Class / Business Class Economic Class

13.13. HOW DID YOU SELECT THE AIRLINE? HOW DID YOU SELECT THE AIRLINE?

Friends Family Advertisement Agencies Others………………..

14. WHY DO YOU PREFFER TO TRAVEL BY AIR? WHY DO YOU PREFFER TO TRAVEL BY AIR? (You can select more than one reason)

Air fare Convenience Service Image Accessibility Cabin Crew Punctuality Responsibility Safety Discount Onboard Promotion Food Network Others……………….

15.15. WHAT IS YOUR OPINION ABOUT FOLLOWING SERVICES WHAT IS YOUR OPINION ABOUT FOLLOWING SERVICES PROVIDED BY YOUR AIRLINE?PROVIDED BY YOUR AIRLINE?

Excellent Good Average DissatisfactoryAirfareReservationHelp DeskCheck-in counterInflightSecurity checkingFoodAircraftSchedule ConvenienceOnboard PromotionOthers………

16.16. RANK THE SATISFACTORY LEVEL ACCORDING TO YOUR RANK THE SATISFACTORY LEVEL ACCORDING TO YOUR PREFERENCE.PREFERENCE.

Airfare Reservation Help Desk Check – in Counter Inflight Security Checking Food Aircraft Schedule Convenience Onboard Promotion Others………………..

17.17. ANY SUGGESTIONS ANY SUGGESTIONS__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

DATE ______/______/ 2005DATE ______/______/ 2005PLACE __________________PLACE __________________Signature _____________

Questionnaire for AgenciesQuestionnaire for Agencies

.

1.1. NAME OF AGENCY _______________________________________NAME OF AGENCY _______________________________________

2.2. LOCATION AND ADDRESS LOCATION AND ADDRESS ____________________________________________________________________________________________________________________________________________________________________________________________________________

3.3. SINCE HOW LONG DO YOU HAVE THE AIR TRAVEL AGENCY FOR?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

4.4. WHICH IS THE MOST PREFFERED AIRLINE ACCORDING TO YOURWHICH IS THE MOST PREFFERED AIRLINE ACCORDING TO YOUR CUSTOMERS? (PLEASE RANK)CUSTOMERS? (PLEASE RANK)


5.5. WHAT BENEFITS WILL YOU AVAIL FROM THE AIRLINE?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 6. IS THE DECISSION OF CHOOSING THE AIR LINE BASED ON YOUR ADVICE OR CUSTOMERS CHOICE? ADVICE OR CUSTOMERS CHOICE?

AGENCIES ADVICEAGENCIES ADVICE CUSTOMERS CHOICECUSTOMERS CHOICE

7. CHECK YOUR SATISFACTION LEVEL FROM LISTS OF AIRLINES.7. CHECK YOUR SATISFACTION LEVEL FROM LISTS OF AIRLINES.

Excellent Good Average UnsatisfactoryJet Airways

Indian AirlinesAir Sahara

8. FROM THE FOLLOWING AIRLINES WHICH ONE WOULD YOU8. FROM THE FOLLOWING AIRLINES WHICH ONE WOULD YOU RECOMMEND TO YOUR CUSTOMERS? RECOMMEND TO YOUR CUSTOMERS?


9. WHAT ARE THE REASONS THAT YOU SUGGESTED SPECIFIC9. WHAT ARE THE REASONS THAT YOU SUGGESTED SPECIFIC AIRLINE TO THE CUSTOMERS? 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 SPECIFIC10. WHAT IS THE REACTION WHEN YOU SUGGESTED SPECIFIC AIRLINE TOAIRLINE TO YOUR CUSTOMERS? SPECIFY. . YOUR CUSTOMERS? SPECIFY. .

Accept RejectJet AirwaysIndian AirlinesAir Sahara

11. IF THEY HAVE REJECTED JET AIRWAYS, PLEASE SPECIFY THE 11. IF THEY HAVE REJECTED JET AIRWAYS, PLEASE SPECIFY THE REASON.REASON.

12. FOR WHICH PURPOSE DO THE CUSTOMERS BOOK THE TICKET 12. FOR WHICH PURPOSE DO THE CUSTOMERS BOOK THE TICKET THROUGH THE AGENCY? THROUGH THE AGENCY?

Convenience Discount Trustworthy Others………………

13. THE CUSTOMERS BOOK THE TICKET FOR: 13. THE CUSTOMERS BOOK THE TICKET FOR:

Himself or Herself Friends Relatives Company Others………………..

14. WILL YOU CONTINUE TO SUGGEST THE SPECIFIC AIRLINE TO 14. WILL YOU CONTINUE TO SUGGEST THE SPECIFIC AIRLINE TO CUSTOMRS? CUSTOMRS?

Yes No

15. ANY SUGGESTIONS15. ANY SUGGESTIONS______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Date ______/______/ 2005

Place __________________ Signature _______________

“AWARDS AND APPRECIATION”“AWARDS AND APPRECIATION”

19931993 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

19941994 OCTOCT Service Excellence Award from Global Managers

19951995 AUGAUG 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

19961996 SEPSEP Citibank Diners Club Blue Moon Award for Service Excellence

OCTOCT The Great Management Show Award for Punctuality, Safety,

Quality of Service and Customer Orientation

NOVNOV 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

sponsor’s regions worldwide

19961996 DECDEC H & FS Best Domestic Airline of the Year Award for excellence

in hospitality

19971997 SEPSEP 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.

NOVNOV Best Domestic Airline Award for Service Excellence – Key to

Competitiveness

NOVNOV Best Airline of the Year 1996 – 97 Award conducted by IATA

Agents Association, Kozhikode ( Kerala)

19981998 NOVNOV India’s Best Domestic Airline at the International Brand

Summit, Mumbai

DEC DEC H & FS – Best Domestic Airline of the Year 1998 for excellence

in hospitality

20002000 JANJAN Vocational Excellence Award by Rotary Club of Mumbai, North

End

MARMAR H & FS – Best Domestic Airline of the Year 1999 for excellence

in hospitality

20002000 APRAPR 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”

SEPSEP Priyadarshini Academy Award for “outstanding contribution to

Aviation and Travel Sector”

Ernst & Young “Entrepreneur of the Year” Award for Services

OCTOCT “Distinguished Alumni Award 2000” for the meritorious and

distinguished performance as an entrepreneur

20012001 FEBFEB Air Transport World Award, 2001 for Market Development,

presented in Washington DC

JUNJUN 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”

JULJUL 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

20022002 MARMAR 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

SEPSEP “Best Domestic Airline of the Year 2001” at the Ninth H & FS

National Awards for Excellence inhospitality and Tourism

OCTOCT 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”

20032003 JANJAN India’s Most Respected Company in the Travel and Hospitality

Sector for 2003 by the business weekly, BusinessWorld

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