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World Journal of Engineering
Research and Technology

( An ISO 9001:2015 Certified International Journal )

An International Peer Reviewed Journal for Engineering Research and Technology

ISSN 2454-695X

Impact Factor : 5.924

ICV : 79.45

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Indexing

Abstract

CUSTOMER SERVICE PERFORMANCE AT AIRPORT: A STUDY OF AIRLINE PASSENGERS OF INDIA

Pramod Matolia* and Dr. Pawan Kumar Verma

ABSTRACT

It is obvious that customers are important stakeholders in organization’s growth and their internal satisfaction is a priority to top management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service performance has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used service quality dimensions to evaluate service quality. What about the relationship between customer experience and service performance dimensions; the relationship between service performance and its dimensions: Sense: The S-P-C (stimuli, processes and consequences) for achieving sense impact through sight, sound, scent, taste and touch. And to provide aesthetic pleasure, excitement, beauty and satisfaction through sensory stimulation. Feel: To understand what stimuli can trigger certain emotions to engage in. As we will see, most affect occurs during consumption. Think: To request the understanding with the objective of creating, problem solving experience that engross customers creatively ad well as plea customers’ thinking through surprise, intrigue. Act: To deepen customers’ lives by improving their physical experiences, showing them substitute ways of doing things, substitute lifecycle and interactions. Relate: To request the individual’s desire for self-Improvement, to request the need to be perceived positively by others, and relate the person to a wider social system, thus creating strong brand relations and brand communities.

[Full Text Article]