ABSTRACT This study examines the underlying forces of Service Quality in Jet Airways.

The study examines which dimensions have a positive influence on service quality and which dimensions have the most and least important impact on service quality on Jet Airways. This study analyzed the data from passengers of three classes economy, business and premium. The results suggest that there are different factors of inflight service quality that are important according to the customer seat class. The dimensionality of perceived service quality in Jet Airways was explored and three dimensions were identified. These dimensions include in-flight service, on-ground service and special service. The findings reveal that these three dimensions are positively related to perceive service quality in Jet Airways and of these dimensions, Cuisines provided, Personal entertainment, Convenience & Safety are the most important dimension in in-flight service quality. Check in option, Airport lounges are the most important dimension in on-ground service quality. In special service quality Wheel chair assistance, Travelling with animals are most important dimension.

The 5 Service Quality Dimensions Every company owner wants to get loyal customers which add to repeating purchases and of cause increasing their maximum revenue. But to get there they need to know about the 5 Service Quality Dimensions. Many actually think that service is just a little part of the marketing mix, but it is actually a very important part of both the 4 and 7 P's Each of the 5 Service Quality Dimensions makes an extra addition to the level and quality of service which the company offers their customers. It also makes the service far more unique and satisfying. Dimension 1 - tangibles; The tangible Service Quality Dimension refers to the appearance of the physical surroundings and facilities, equipment, personnel and the way of communication. In other words, the tangible dimension is about creating first hand impressions. A company should want all their customers to get a unique positive and never forgetting first hand impression, this would make them more likely to return in the future. Dimension 2 - reliability; The reliability Service Quality Dimension refers to how the company are performing and completing their promised service, quality and accuracy within the given set requirements between the company and the customer. Reliability is just as important as a goof first hand impression, because every customer want to know if their supplier is reliable and fulfill the set requirements with satisfaction. Dimension 3 - responsiveness; The responsiveness Service Quality Dimension refers to the willingness of the company to help its customers in providing them with a good, quality and fast service. This is also a very important dimension, because every customer feels more valued if they get the best possible quality in the service. Dimension 4 - assurance; The assurance Service Quality Dimension refers to the company's employees. Are the employees skilled workers which are able to gain the trust and confidence of the customers? If the customers are not comfortable with the employees, there are a rather large chance that the customers will not return to do further business with the company. Dimension 5 - empathy; The empathy Service Quality Dimension refers to how the company cares and gives individualized attention to their customers, to make the customers feeling extra valued and special. The fifth dimension are actually combining the second, third and fourth dimension to a higher level, even though the really cannot be compared as individuals. If the customers feel they get individualized and quality attention there is a very big chance that they will return to the company and do business there again.

"Service quality is a focused evaluation that reflects the customer's perception of specific dimensions of service: reliability, responsiveness, assurance, Empathy, tangibles. Satisfaction, on other hand, is more inclusive: it is influenced by perceptions of service quality, product quality, and price as well as situational factors and personal factors Service quality affects customer satisfaction by providing performance (real benefits). For example, if consumers believe they have entered the McDonald's restaurant, they will get food, service, high quality everywhere the same, no matter the location of the restaurant, put forward by Millend M Lele (1995: 126). "The creation of customer satisfaction can provide several benefits, including the relationship between companies and consumers are harmonious, providing a good basis for the purchase and re-creation of customer loyalty, and form a recommendation by word of mouth that can benefit the company" (Fandi Tjiptono, 1997: 24)

Service quality is a term which describes a comparison of expectations with performance.[1] A business with high service quality will meet customer needs whilst remaining economically competitive.[2] Improved service quality may increase economic competitiveness. This aim may be achieved by understanding and improving operational processes; identifying problems quickly and systematically; establishing valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes.[3] Service quality is a business administration term used to describe achievement in service.[4] It reflects both objective and subjectiveaspects of service.[5] The accurate measurement of an objective aspect of customer service requires the use of carefully predefined criteria.[6] The measurement of subjective aspects of customer service depends on the conformity of the expected benefit with the perceived result. This in turns depends upon the customer's imagination of the service they might receive and the service provider's talent to present this imagined service.[7] Pre-defined objective criteria may be unattainable in practice, in which case, the best possible achievable result becomes the ideal. The objective ideal may still be poor, in subjective terms. Service quality can be related to service potential (for example, worker's qualifications); service process (for example, the quickness of service) and service result (customer satisfaction).

Careers
The aviation sector growing at a fast pace. Due to this, the number of aircrafts being used is on the rise and so is the need for pilots, ground staff and cabin crew. The aviation sector would require 7,500-8,000 pilots and an equal number more air cabin crew by 2010. Heavy pay packets are being given away to pilots having a commercial pilot license (CPL).

Courses offered: S.no. Course Eligibility Duration

1 2 3 4 5 6 7

Commercial pilot's licence Private pilot's licence Cabin crew/ In flight services Diploma in aviation management Certificate cource in aviation Aircraft maintenance engineering Aeronautical Engineering

10+2 (PCM) 10th pass 10+2/ graduation 10+2 10+2 10+2 with aggregate of 50% marks in PCM 10+2 with aggregate of 50% marks in PCM

24 months 6 to 9 months 2 years 6 months 3 months 3 years 4years

Institutes 1. Ahemdabad Aviation & Aeronautics Ltd Aviation school AAA Hangar, Old Terminal Airport, Ahmedabad, - 380003, India 2. Indian Aviation Academy 7/8 Rushabh Complex, Opp. Fun Republic Cinema, Off New Link Road, Oshiwara, Andheri (W),Mumbai 400053. Tel.: 26740041/26749058 3. Frankfinn institute of air hostess Best Buliding, 'A' Wing, 5th Floor, S.V. Road, Opposite Andheri Railway Station, Andheri(W), Mumbai 400058 Tel No.: 022-26706039/40/41 4. Air hostess academy AHA HOUSE A-5, Kailash Colony, New Delhi -110048

Tel : 011-46566835 - 43, 46566848 5. International Airlines Academy 4-H, Mount Chambers, 758 Mount Road, Opp. TVS, Chennai-2 (T.N.)

Jobs in Aviation Industry

India would require approximately 7,500-8,000 pilots and an equal number or more air cabin crew by 2010. Heavy pay packets are awaiting pilots with a commercial pilot license (CPL). Even an amateur pilot can start his career with a salary of Rs 2.5-3 lakh a month with a commercial airline. With the sudden increase in the number of airlines, pilots are in great demand. Aviation sector provides the following types of opportunities:

Commercial pilot Co-pilot Air cargo pilot Expat cabin crew Air traffic controller Cabin safety instructor In-flight managers In-flight base managers Cabin services instructor Cabin crew Training instructor Maintenance controllers Licensed aircraft maintenance engineering Quality control manager. Cargo officers Guest service agent Ground staff

SWOTAnalysis
Strengths Market driver Experience exceeding 14 years International operations Largest fleet size Market leader Weaknesses Losing domestic market share Old fleet with average age-4.79 years Scope for improvement in in-flight service Weak brand promotion Opportunities Untapped aircargo market Scope in international service and tourism Threats Strong competitors Fuel price hike Overseas market competition

Product Service On Ground Services Check in options - Airport check-in, Tele Check-in, Web Check-in,Kiosk Check-in, SMS Check-in, Check-in while walk-in,One Time Check-in on Return Journey, Through Check-in Airport Lounges Coach Services In-flight Services Classes of Service - First class, Premiere class & Economy class Convenience & Safety -Towels, Pillows & Blankets, Reading material,First Aid, Smoke detectors, Bassinets, Child Care, life jackets & seat cushion Cuisines Entertainment - Jetscreen Movies, TV programmes, Games, Music, In-flightcommunicator, Online magazines etc. JetWings (in-flight magazine), JetBoutique (in-flight shopping catalogue)

Product - Service Special Services oInfant and child care, wheel chair assistance, expectant mothers,unaccompanied minors, medical emergencies, travelling with animals &carriage of stretchers Jet Mobile Jet Kids Jet Escapes Cargo

Please respond to each statement on the scale provided where 1= strongly disagree, 2=disagree, 3=neutral, 4= agree, 5= strongly agree