Resumen
This study makes an attempt to measure the customer satisfaction level based on service quality asperceived by air travelers among five Indian domestic airlines. Service quality attributes included inthe study are Ticket booking experience; Check-in process; Luggage handling; In-flight experience;Cabin crew; Arrival services and Complaint handling approach of domestic airlines operating in India.A questionnaire was designed with above set of attributes and responses of 120 travelers of fivedomestic airlines viz., Go Air, Jet Airways, Indigo, Spice Jet and Air India (Domestic) were recorded ona five point Likert scale. About 120 respondents were interviewed from different tourist destinationsin the four districts of Sikkim state of India. A convenient sampling method was followed. Perceptionsof only those travelers were captured who had actually undergone the experience of travelling by atleast two domestic airlines. Using Kruskal-Wallis test, it was checked whether travelers perceive anysignificant difference between satisfaction levels among five airlines for each of the above sevemidentified attributes. The domestic airline preferences of customers with respect to each of the servicequality attribute were also traced during the study. It was observed that Spice Jet has scored highestpreference on 'ticket booking', 'in-flight experience' and 'cabin crew' service attributes; whereas theperception of travelers towards 'check-in process', 'luggage handling', 'arrival services' and 'complainthandling' attributes of Jet Airways, was significantly different from the others. Indian customers alsosee the quality of services in connection with the value to money.