ISSN: 2320-5407 Int. J. Adv. Res.

12(12), 32-40

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RESEARCH ARTICLE

PASSENGERS’ PERCEPTION TOWARDS SERVICE QUALITY OF INDIGO DOMESTIC AIRLINES

Rosina Baby V.1 and Prof. (Dr.) N.K. Babu2

1.Research Scholar, Sri C Achutha Menon Government College, Thrissur, University of Calicut and
AssisantProfessor, PG & Research Department of Commerce & Management Studies, Sree Neelakanta
GovernmentSanskrit College, Pattambi, Palakkad.

2. Research Supervisor, Sri C Achutha Menon Government College, Thrissur.

…………………………………………………………………………………………………….... Manuscript
InfoAbstract…………………….………………………………………………………………

Manuscript HistoryReceived: 05 Service quality assesses how effectively a service organization deliversits
October 2024Final Accepted: 07 offerings in comparison to customer expectations. It is important tomeasure
November 2024Published: service quality to understand the needs and wants of customersand to know
December 2024 whether they are satisfied after the service delivery. Thestudy aims to evaluate
the passengers’ perception towards the servicequality of IndiGo Domestic
Key words:-Service Quality, Passenger
Perception,SERVPERF Model, Low-Cost Airlines. It also compares the servicequality of IndiGo Domestic Airlines with
Airlines the demographic details ofpassengers. SERVPERF model was used for
measuring service qualityof IndiGo airlines. The study found that the service
quality of IndiGoDomestic Airlines is good and the passengers have good
perceptionregarding the same. Here, assurance and empathy factors have
highestmean score and hence these factors are highly contributing to
ensurethe service quality of the airline. There exists significant difference inthe
perception of different age group passengers. Passengers in the 41-60 age
group have perceived low level of service quality on assuranceand empathy
as compared to other age group passengers.

Copyright, IJAR, 2024,. All rights reserved.

……………………………………………………………………………………………………....
Introduction:-
One of the fastest growing industries in India was the civil aviation industry during the last three years. Despite
thechallenges faced by the airline industry during the COVID-19 pandemic, it has now fully recovered. As a
result, theair traffic movement has increased tremendously from 188.89 million in FY22 to 327.28 million in
FY23. Domestictraffic contributes around 69% of the total airline traffic in South Asia and India’s airport capacity
had increased tohandle around 1 billion trips annually in 2023. India has become the third-largest domestic
aviation market in theworld and is expected to overtake the UK to become the third-largest air passenger market
by 2024. India’s largestpassenger airline is IndiGo with highest market share. 61% of India’s domestic market
share is handled by IndiGoairlines. It is one of the fastest growing airlines in the world and it is operating
services to 85 domestic destinationsand 32 international destinations with more than 2000 flights a day.

Service quality measures how well a service organization delivers its service as per the customer's
expectations. Itis important to measure service quality to understand the needs and wants of customers and to
know whether theyare satisfied after the service delivery. Service quality contributes directly towards customer
satisfaction andcustomer loyalty. In Indian domestic aviation market , there is cut throat competition particularly
among the lowcost airlines such as Air india Express, IndiGo, spiceJet and Akasa Air. To remain competitive in
the market and to
Corresponding Author:- Rosina Baby V.Address:- Research Scholar, Sri C Achutha 32
Menon Government College, Thrissur, Universityof Calicut and Assisant Professor, P G
Department of Commerce & Management Studies,Sree Neelakanta Government
Sanskrit College, Pattambi, Palakkad.
ISSN: 2320-5407 Int. J. Adv. Res. 12(12), 32-40

attain the objectives, a thorough understanding about the service quality of IndiGo domestic airlines is essential.
Theresearch aims to evaluate the passengers’ perception towards the service quality of Indigo domestic airlines.

Objectives of the Research:-

1. To evaluate passengers’ perception towards service quality of IndiGo domestic airlines
2.To compare the service quality of IndiGo Domestic Airlines with the demographic details of passengers

Literature Review:-
Jiang et al., (2017) examine the gap between passenger expectations and perceptions of the service
quality ofChina’s four major domestic airlines. The findings of the study indicated that there exists
significant gap betweenpassengers’ expectations and perceptions for all four airlines. The Chinese
passengers perceived high service qualityon the dimension ‘assurance’ among various SERVQUAL
dimensions. Cheaper airfare and flight schedule &frequency are the priority factors of passengers while
choosing an airline in China. Further, the study concluded thatservice quality of airline should be
improved in China rather than offering cheap airfare in order to retain in thecompetitive market.

Rahman & Rahman (2023) Investigated service quality of Bangladesh domestic airlines and tried to identify
theinfluencing variables of the service quality of domestic airlines. The findings of the study revealed that pilot
skill,technical safety, comfort level, aircraft fitness and physical condition are the most influencing factors of
airlineservice quality. Also the results showed that customer satisfaction with toilet condition at airport,
cleanliness ofairport and luggage handling is very low in case of Bangladesh domestic airlines.

Ganiyu (2016) explored the service quality dimensions of airlines in Nigeria by using SERVQUAL model.
As perthe findings of this study, all dimensions of service quality were positively correlated and
interrelated. At the sametime, the service quality of Nigerian domestic airlines found to be very poor.
The study also mentioned that flightpattern, reliability, facilities, assurance, responsiveness, employee
and customization are the factors with whichcustomers were highly dissatisfied.

Biswakarma & Gnawali (2021) analysed the impact of service quality dimensions on the overall quality
ofdomestic airlines in Nepal during covid 19. The study found out that all dimensions of service quality
have apositive impact on the overall services of domestic airlines. But the dimensions of reliability,
tangibility andresponsiveness have more importance and need to focus more during pandemic period.

Khanh Giao & Vuong (2021) evaluated the effect of service quality on passenger loyalty. The findings of
the studydemonstrated that service quality has a significant influence on passenger loyalty.
Furthermore, the result indicatedthat perceived value, passenger trust and satisfaction have mediating
roles in between service quality and passengerloyalty.

Previous researchers studied the service quality of IndiGo Domestic Airlines. But no study was conducted
toevaluate the service quality of IndiGo Domestic Airlines from the perception of passengers who have travelled
fromKerala Airports. This study aims to evaluate the service quality of IndiGo Domestic Airlines from the
perception ofKerala passengers by using SERVPERF model of service quality.

Research Methodology:-
Cronin & Taylor (1992) developed SERVPERF model to measure service quality of various industries. The
researchused SERVPERF model for measuring service quality of IndiGo airlines. Unlike SERVQUAL model,
SERVERFmodel only measures customers’ perceptions not expectations. It is a performance based model and
measuresservice quality based on five dimensions namely tangibility, reliability, responsiveness, assurance and
empathy. Customer perceptions were measured on 5 Point Likert Scale ranging from strongly agree (5) to
strongly disagree(1). The study used survey method for collecting primary data. Convenience sampling was
adopted to select thesamples. The data was collected from the domestic passengers of IndiGo Airlines from the
Cochin internationalAirport, Kerala. The period of study was from April 2024 to August 2024. Email addresses of
respondent werecollected from the passengers at the airport as well as from the travel agents. Questionnaires
were sent throughemails. 200 questionnaires were distributed to passengers and completely answered 135
questionnaires were chosenfor analysis. The study is limited to the domestic passengers of IndiGo Airlines in
Kerala.

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Different statistical techniques were used in the study to analyse the data. The passengers’ perceptions
wereanalysed by using mean and standard deviation. One sample t- test was applied for measuring the level of
servicequality. In order to compare the service quality with the demographic details of passengers, the Analysis
ofVariance (ANOVA) test has been employed.

Results and Discussions:-

Objective No.1To evaluate passengers’ perception towards service quality of IndiGo Domestic
Airlines.This section of analysis deals with the evaluation of passenger’s perception towards the
IndiGo Domestic Airlines.In order to do so, descriptive statistics and One-sample ‘t’ test are applied.
Former is used to describe the servicequality with the help of different factors/ statements. Later
test is applied to check the level of service quality. Theproposed results are given below.

Table 1:- Descriptive Statistics of Service Quality of IndiGo Domestic Airlines.

Std.Deviation
Code Factors/ Statements N Mean

TA1Aircraft looks modern and new1353.503.968TA2Physical facilities of airlines is

good1353.540.952TA3Employees are professional looking1353.1851.134TA4Aircraft
material are good1353.970.854

RE1On time performance1353.622.904RE2A sincere interest in solving customer's

queries1353.711.960RE3Flight cancellation and reschedule1353.1481.162RE4Insist on
error free records1353.563.974

RES1 Employees updated right information at right time 135 3.614 .791
RES2 Employees provided prompt service at check in point 135 3.770 .984
RES3 Employees provided prompt inflight services 135 3.525 .836
RES4 Employees not too busy to respond to requests. 135 3.763 .848
AS1Feel confidence in travel with the airline1353.644.926AS2Feel safe in
transactions1353.725.867AS3Feel happy with employees
courteousness1353.911.823AS4Feel happy with employees knowledge to
answerquestions1353.822.921

EM1 Received personalized attention 135 3.696 .908

EM2 Operating hours convenient to me 135 3.429 1.004
EM3 Have customer's best interests at heart 135 3.807 .988
EM4 Understand the specific needs 135 3.888 .959
Source: Primary Data

The above table describes the passenger’s perception on service quality of IndiGo Domestic Airlines.
Regarding‘tangibility’ factor of service quality, the passengers have good level of perception on ‘aircraft material’
with themean score of 3.970 (SD = 0.854). In the case of ‘Reliability’ factor of service quality, the passengers’
have goodlevel of perception on ‘sincere interest in solving the queries’ with mean score of 3.711 (SD = .960).

Similarly, with respect to the ‘Responsiveness’ factor of service quality, the passengers’ have good level
ofperception on ‘prompt services of the employees’ with mean score of 3.770 (SD = 0.984). Likewise, in regard
to‘Assurance’ factor of service quality, the passengers’ have good level of service quality on ‘happiness
withemployees courteousness’ with the mean score of 3.911 (SD = 0.823). Further, relating to ‘empathy’ factor
ofservice quality, the passengers’ have good level of perception on ‘understanding of their specific need’ with
meanscore of 3.888 (SD = 0.959).

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Overall, there is good level of perception among passengers of IndiGo Domestic Airlines with the mean
score ofabove 3.5. It means, this airline provides good services for their passengers regarding their
tangibility, reliability,responsiveness, assurance and empathy factors of service quality.

The level of Passenger’s perception towards service quality of IndiGo Domestic AirlinesIn order to
check the level of Passenger’s perception towards service quality, One-sample ‘t’ test is applied.
Following hypothesis is formulated and tested accordingly. H01: There is an average level of
Passenger’s perception towards service quality. H11: There is no average level of Passenger’s
perception towards service quality. The results are presented below:

Table 2:- Level of Service Quality of IndiGo Domestic Airlines.One-Sample StatisticsOne-Sample

Test (Test Value = 3)DimensionsNMeanStd. Deviation tdfSig. (2-
tailed)Tangibility1353.5500.795168.037**134.000Reliability1353.5111.753027.886**134.000Respon
siveness1353.6685.6485011.978**134.000Assurance1353.7759.7006612.867**134.000Empathy13
53.7056.7713810.627**134.000Source: Primary Data**Significant at 1% level of significance

The above table discusses the One-sample Statistics and test result of the level of service quality of
IndiGo DomesticAirlines regarding the factors of tangibility, reliability, responsiveness, assurance and
empathy. As evident from thetable, there is good level of perception on service quality of all the factors with
mean score of above 3.5. Morespecifically, the service quality of IndiGo Domestic Airlines is good and the
passengers have good perceptionregarding the same. Here, assurance and empathy factors have highest
mean score and hence these factors are highlycontributing to ensure the service quality of the airline.

The result of One-sample ‘t’ test reveals the significance values are less than 0.01, and hence the null
hypothesis isrejected at 1% level of significance. Accordingly, with respect to the mean score of above
3.5, there exists goodlevel of passengers’ perception on service quality of IndiGo Domestic Airlines.
IndiGo Airlines give due attentionon on-time performance of flights. Airline employees provide prompt
services to passengers and employees’courteousness towards passengers is also good.

Objective No.2To compare the service quality of IndiGo Domestic Airlines with the demographic
details of passengers(Gender, Age & Occupation)Here, the comparative analysis of passengers’
perception on service quality according to the demographic details iscarried out. In order to do
the same, Independent sample ‘t’ test and One-way ANOVA/ Welch test are applied. Prior to that,
Levene’s test for Equality of Variance is carried out to check the homogeneity assumption of
thepopulation variance. Regarding the homogeneity assumption, One-way ANOVA is followed or
otherwise Welch testis applied. Further, Post-hoc analysis is conducted for the significant result
of mean difference. Accordingly, TukeyHSD post-hoc test for One-way ANOVA and Tamhane’s T2
test for Welch test is employed. The results arepresented below.

Gender-wise comparison of passengers’ perception on service qualityHere, gender is considered

as the demographic variable for measuring the significant mean difference in thepassengers’
perception on service quality. In order to do the same, ‘Independent Sample ‘t’ test is applied.
Following hypothesis is formulated and tested accordingly,

H02: There is no significant difference in the perception on service quality between male and female passengers.
H12: There is significant difference in the perception on service quality between male and female passengers.

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Table 3:- Gender – wise comparison of passengers’ perception on service quality.

Group StatisticsIndependent Sample ‘t’ testDimensionsGenderNMeanStd.Deviationt
valuedf
Sig. value
Male 102 3.5343.76837
Tangibility 3.5985.88375 .402 133 .689
Female 33
Male 102 3.6779.72619
Reliability 3.6536.83407 .899 133 .370
Female 33
Male 102 3.6618.64930
Responsiveness 3.6894.65560 .212 133 .832
Female 33
Male 102 3.7770.66926
Insurance 3.7727.80128 .030 133 .976
Female 33
Male 102 3.7059.73577
Empathy 3.7045.88489 .009 133 .993
Female 33
Source: Primary Data

The above table discloses the result of gender-wise comparison of perception of passengers on service
qualitydimensions. From the descriptive statistics it is clear that, male and female passengers have same
level of perceptionregarding all the factors of service quality. In order to prove the significant difference in
the mean score,Independent Sample ‘t’ test is carried out. The result indicates that there exists no
significant difference betweenmale and female passengers regarding the perception level on service quality
dimensions. Since the ‘p’ value aregreater than 0.05, the null hypothesis is failed to reject at 5% level of
significance. Hence, they have no differentperception on service quality of IndiGo Domestic Airlines.

Age-wise comparison of passengers’ perception on service qualityAge is considered as another

factor variable of demographic profile of the passengers to compare their perceptionlevel on
service quality of IndiGo Domestic Airlines. The age group is divided in to four categories namely,
lessthan 21, 21-40, 41-60 and Above 60. In order to check the age-wise comparison of service
quality, One-wayANOVA/ Welch test is applied according to the homogeneity assumption of the
population variance. Thisassumption is tested by applying Levene’s test of Equality of Variance.

Following hypothesis is formulated and tested. H03: There is no significant difference in the perception of
passengers on service quality according to their agegroups. H13: There is significant difference in the
perception of passengers on service quality according to their age groups. Table 4:- Age-wise comparison
of passengers’ perception on service quality.

One-
Descriptive Statistics Levene’s Test wayANOVA/Welch test
Std.Deviatio Levene’s
Age groups N Mean n Sig. value F Value Sig. value
Statistics
Less than 21 11 3.7727.68424
21-40 75 3.6300.79309
41-60 47 3.3777.81739 .343.794 1.318 .271
Above 60 2 3.3750.53033
Total 135 3.5500.79516
Less than 21 11 3.5455.61051
21-40 75 3.6233.72290
41-60 47 3.3191.81877 1.495 .219 1.618 .188
Above 60 2 3.6250.17678
Total 135 3.5111.75302
Less than 21 11 3.7727.70227
21-40 75 3.7400.65171
.784.505 1.282 .283
41-60 47 3.5213.63166
Above 60 2 3.8750.17678

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Total 135 3.6685.64850

Less than 21 11 3.8636.77753
21-40 75 3.9533.62018
41-60 47 3.4734.72276 .877.455 4.991** .003
Above 60 2 3.7500.70711
Total 135 3.7759.70066
Less than 21 11 3.8182.73392
21-40 75 3.8733.64903
41-60 47 3.4096.89447 1.306 .287 3.793* .012
Above 60 2 3.7500.00000
Total 135 3.7056.77138
Source: Primary Data*Significant at
5% level of significance**Significant
at 1% level of significance

The above table reveals the age-wise comparison of perception of passengers regarding the service
qualitydimensions. From the values of mean and standard deviation, it is understood that all age group
passengers havesame level of perception towards the service quality dimension namely, tangibility,
reliability and responsibility. Onthe other hand, there is mean difference in the perception of passengers
on assurance and empathy factors of servicequality.

In order to check the statistical difference, One-way/Welch test is applied. Before that, there is a need to
prove thehomogeneity assumption of population variance by applying Levene’s test for Equality of Variance.
Here, regardingall the factors of service quality, homogeneity assumption is proved with the insignificant test
statistics. Accordingly, One-way ANOVA is applied for the mean comparison between two variables.

The result of One-way ANOVA discloses that there exists no significant difference in the perception level
ofpassengers regarding the tangibility, reliability and responsiveness factors of IndiGo Domestic Airlines according
totheir age groups. Since the ‘p’ value is insignificant, the null hypothesis is failed to reject at 5% level of significance.

On the other hand, there exists age-wise significant difference in the assurance and empathy factors of
servicequality. Here, the ‘p’ values are less than 0.01 (.003) and 0.05 (.012) respectively for assurance
and empathy, thenthe null hypothesis is rejected. Accordingly, there exists significant difference in the
perception of different agegroup passengers.

Table 5:- Multiple Comparisons of age on service

quality. Tukey HSDDependent Variable(I) Age(J)
Age Mean Difference (I-J) Mr.
-.39023*
Less than 21 .015
-.47993**
Insurance 41-60 21-40 .001
-.27660*
Above 60 .041
-.40861*
Less than 21 .010
-.46376**
Empathy 41-60 21-40 .006
-.34043*
Above 60 .022
Source: Primary Data*Significant at
5% level of significance**Significant
at 1% level of significance

The above table exhibits the result of Tukey HSD post-hoc test for multiple comparisons of age groups of
thepassengers towards the assurance and empathy factors of service quality. Both the cases, 41-60 age
grouppassengers have only neutral level of perception towards the assurance and empathy factors of
service quality. Allother age group passengers have good level of perception towards the same.
Accordingly, 41-60 age grouppassengers are significantly different from other age group passengers
regarding the perception level on assuranceand empathy.

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Occupation-wise comparison of passengers’ perception on service qualityOccupation is selected

as another factor variable of demographic profile of the passengers to compare theirperception
level on service quality of IndiGo Domestic Airlines. The Occupation Status is divided in to
sixcategories namely, Self Employed, Private Sector Employee, Govt./Public Sector Employee,
Professional,Homemaker and Student. In order to check the occupation-wise comparison of service
quality, One-way ANOVA/Welch test is applied according to the homogeneity assumption of the
population variance. This assumption is testedby applying Levene’s test of Equality of Variance.

Following hypothesis is formulated and tested. H04: There is no significant difference in the perception of
passengers on service quality according to theiroccupation status. H14: There is significant difference in
the perception of passengers on service quality according to their occupationstatus

Table 6:- Occupation-wise comparison of passengers’ perception on service quality.

One-way ANOVA/
Descriptive Statistics Levene’s test
Welch test
Std.Deviatio Levene’sS
Occupation N Mean n tatistics Sig. value F Value Sig. value
Self-Employed 11 3.754 .992
Private Sector Employee 73 3.520 .727
Govt./Public Sector
10 3.750 .816
Employee
1.812 .115 1.336 .253
Professional 11 3.559 .846
Home Maker 16 3.568 .811
Student 14 3.642 .560
Total 135 3.550 .795
Self-Employed 11 3.772 .711
Private Sector Employee 73 3.545 .693
Govt./ Public Sector
10 3.850 .724
Employee
.805 .548 1.397 .230
Professional 11 3.527 .726
Home Maker 16 3.546 .832
Student 14 3.517 .592
Total 135 3.511 .753
Self-Employed 11 3.701 .750
Private Sector Employee 73 3.637 .609
Govt./Public Sector
10 3.750.637
Employee .542.744 1.789 .120
Professional 11 3.509.808
Home Maker 16 3.593.651
Student 14 3.589.609
Total 135 3.668 .648
Self-Employed 11 3.827.840
Private Sector Employee 73 3.780.613
Govt./Public Sector
10 3.975.671
Employee
1.352 .247 1.911 .097
Professional 11 3.609.875
Home Maker 16 3.625.821
Student 14 3.714.634
Total 135 3.775 .700
Self-Employed 11 3.812.741
1.557 .177 1.535 .152
Private Sector Employee 73 3.736.638

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Govt./Public Sector
3.625.891
10
Employee
Professional 11 3.573.970
Home Maker 16 3.531.978
Student 14 3.678.723
Total 135 3.705 .771
Source: Primary Data

The above table explains the result of occupation-wise comparison of service quality of IndiGo Domestic
Airlines.According to the descriptive statistics (mean and standard deviation), there is no significant difference
in the meanscore of different occupation status of the passengers. Hence, they have almost same perception
towards thedimensions of service quality. In order to prove the mean difference statistically, One-way ANOVA/
Welch test isapplied according to the homogeneity assumption of equal variance. Levene’s test for Equality of
Variance is usedto test the assumption. The result presents that there is homogeneity in the population
variance with the insignificanttest statistics of 1.812, .805, .542, 1.352, and 1.557 respectively for tangibility,
reliability, responsiveness, assuranceand empathy. Therefore, One-way ANOVA is employed to measure the
mean difference among differentoccupation status of the passengers regarding service quality dimensions.

The test result of One-way ANOVA depicts that, there is no occupation-wise significant difference
amongpassengers regarding the perception on service quality dimensions namely, Tangibility (f =1.336, p
=.253),Reliability (f = 1.397, p =.230), Responsiveness (f =1.789, p = .120), Assurance (f =1.911, p =.097),
and Empathy (f= 1.535, p =.152). Since all the ‘p’ values are greater than 0.05, the null hypothesis is failed
to reject at 5% level ofsignificance. Hence, it can be conclude that there exists no significant difference
among passengers of differentoccupation status regarding the perception on service quality dimensions.

Overall, the passengers from different occupation status have almost same level of perception towards the
servicequality of IndiGo Domestic Airlines.

Conclusion:-
The research evaluates the passengers’ perception towards service quality of IndiGo Domestic Airlines. It
alsocompares the service quality of IndiGo Domestic Airlines with the demographic details of passengers.
SERVPERFmodel was used for measuring service quality of IndiGo airlines. The results of the study
revealed that passengersperceived good level of service quality on all dimensions. There exists no
significant difference between male andfemale passengers regarding the perception level on service quality
dimensions. The passengers from differentoccupation status have perceived same level of perception
towards the service quality of IndiGo Domestic Airlines.Whereas, there exists age-wise significant difference
in the assurance and empathy factors of service quality. Passengers in the 41-60 age group have perceived
low level of service quality on assurance and empathy ascompared to other age group passengers. Despite
the passengers feel good about employees courteousness, theairlines should give proper training to the
staff for improving their professionalism while dealing with the customers. Also the airlines should take
proper steps to reduce flight cancellations and rescheduling to have competitiveadvantage in the market.

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