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Abstract

In any business satisfying the customer is the ultimate goal or objective of any marketer. Excellent passenger satisfaction is one of the greatest assets for air business in today’s competitive environment. Passenger satisfaction service arises when a company can provide passengers with benefits that exceed passenger’s expectation and this is considered value-added. If customers are satisfied with the product or service which the company is providing then they will buy more, and do so more often. Passenger gratification is an essential goal for each airline providing passenger services. The on board experience is still something special for the customer. The customers have a wide choice to select the suitable airline product according to their requirements. Therefore, Airlines Companies are continuously working on the in-flight product development and innovation to differentiate themselves from their competitors. There are many factors that can help an Airlines Company to build its customer base, and passenger service and satisfaction can be a determining factor in the success of an entire operation.

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