Browsing by Author "SHANIA ALIVA RODRIGUES"

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    A study on customer satisfaction of airline services in south goa
    (ASST. PROF. SEEMA K. BHENDE, 2026) SHANIA ALIVA RODRIGUES; ANDREA CAROL COUTINHO; FENWICK JOY FERNANDES; NIKITA ISHWAR DEVGEKAR; PRIYA RAMPRAKASH KANAUJIYA
    The study on customer satisfaction towards airline services in South Goa was initiated to understand how passengers evaluate airline service quality in an increasingly competitive aviation industry. With growing travel options and rising customer expectations, airlines must identify the factors that influence passenger satisfaction, loyalty, and airline selection. The research specifically aimed to examine the role of in-flight services, service quality, staff behaviour, communication, and pricing in shaping passenger experience. A descriptive research design with a quantitative approach was adopted for the study. Primary data was collected through a structured online questionnaire from 308 passengers travelling to and from South Goa. Convenience sampling was used, and the collected data was analysed using statistical tools such as percentages, mean, correlation, and linear regression. The findings revealed that ticket price, service quality, and comfort are major factors influencing airline choice. In-flight services particularly seat comfort, cabin crew service, safety measures, and entertainment were found to significantly enhance passenger satisfaction. The study also identified a strong positive relationship between customer satisfaction and loyalty. Additionally, staff behaviour and communication had a significant impact on overall passenger experience. Overall, the study highlights that improving service quality and human interaction is essential for enhancing passenger satisfaction and loyalty.