Understanding Customer Perception While Booking Flight Tickets

Abstract

Enthusiast researchers & professionals are always trying to understand the bridging gap of airlines attractiveness and passenger satisfaction, which is a vast open field of research for them. Though a lot of previous studies have contributed a lot in focusing towards the aspects of customers like choice of airline, satisfaction, behavior and loyalty. This study mostly focusses on college going millennials (both undergraduate and post graduate) students what factors they consider while booking their flight tickets. The study is carried out keeping in mind the Indian Domestic Aviation Sector. The findings of the study indicate ‘ticket price’ and ‘convenience in booking tickets’ are of much importance, including other six factors as well. The study aims to find out important attributes which influence the decision making while reserving tickets. The findings may be utilized in understanding in better the future prospects keeping in mind the young population of India.