qoas presentation

8/8/2019 QoAS Presentation

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Quality of service and

consumer satisfaction

OMESTIC AIRLINES

.Prof Sri Ram Khanna

Paramjeet Singh

. - .www consumer voice org


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ecent QoS Studies by Consumer Voice.1 : ,Assessment of Quality of Banking Services Savings

, , ( / )ATM Credit Debit Cards 2005 06 =Sample size3100

.2 Assessment of quality of Insurance services( / ): , ,2005 06 Vehicle Life Home and Medical Sample

=Size 3700

.3 Assessment of Quality of Health Services ( / )2007 08=Sample 4000

.4 Assessment of Quality of Mobile Services ( / )2007 08=Sample 4500

.5 Assessment of Quality of Broadband Services

( / ) =2007 08 Sample 1500


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bjective of Study Customer loyalty is a direct result of customer

satisfaction , ,Satisfaction on the other hand is largely influenced

by value of service provided to customers

, -Therefore customer perceived quality and price is the

driver of growth of airline industry ,Therefore our study focused on quality of service as

perceived by consumers


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anking of services based ononsumers experience on various.arameters onsumers perception on problems with irline services onsumer perception on airlinesedressal mechanism .

Adapted from Which? UK, and Euroconsumer model

Focus of This Study( )Primary Survey of Consumers as Users


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FACTORS QOAS MODEL

Q1Booking

Q1Booking

Q2Check in

Q2Check in

Q3In flightfactors

Q3In flightfactors

Q4Baggagehandling

Q4Baggagehandling

Q5Redressal

Q5Redressal

Totalquality

TC

ConsumerSatisfaction

PS


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, ,Desk research of literature QoS reports models andregulations of DGCAs

Situation analysis involving interaction with stakeholders , , ,Airline Operators Consumers Regulatorsconsumer organisations and consumer activists

Recording factors under parameters from each of thestake holders altogether 153 factors were recorded

Brain storming session to understand factors which are.important and have influence on QoAS

Methodology


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Methodology situation analysisSN Dimensions .otal no offactors1 FP Factors 42 easons for preferred airline 313 easons for booking ticket online 84 easons for booking ticket through Travel agent 45 erception of Website of main airline 46 ,nformation system delay cancellation and change in schedule 107 ,erception on tele web check in facility 58 erception on assistance during checkin 39 erception on ground staff 910 ercpetion on busses for boarding and deplaning 611 erception on Boarding plane and deplaning 212 ercption on quality of crew members 1713 -ercption on inflight meal services FSC 514 -ercption on inflight meal services LCC 615 erception on other inflight services 616 /ercption on cleanliness in the aircraft washroom 417 erception baggage handling mechanism 918 wareness about redressal mechanism 619 omplaint and redressal 620 uggestions for improvement 621 wareness about service differences of various categries ofpassangers 2otal factors 153

Altogether 21 dimensions and 153 factors were listed during the situtionanalysis


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Methodology Importance Imflience Matrix

Out of 153 factors 130 were considered to be important and which could

influence the QoAS


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Draft questionnaire was prepared based on important andinfluential factors

.This was pilot tested in Mumbai and Delhi Stakeholders consultation to expose the methodology and

.get the feed back from stakeholders Suggestions of all the stakeholders were incorporated in

.the final questionnaire .Final questionnaire based on feed back from pilot test

....Methodology contd


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Descriptive comparison: Reported at the individual level.of a service provider

Analytic Comparison Using the statistical tools such as ANOVA and Post hoc

.Analysis for qualitative ranking rTwo values were:considered for this purpose

( ):verall analyses of variance ANOVA est on homogeneity of variances within subgroups :Regression analysis to find out the factors those

impact the quality of service

&Analysis Reporting


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Basis: AAI statistics for the year 2008/09

......Sample Constructity wise and airline wise target sample

S.No. Airline City Total

Bangalore Chennai Delhi Hyderabad Kolkata Mumbai1 Air India 35 65 145 40 65 150 500

2 Go Air NA NA 40 NA NA 55 95

3 Indigo 65 35 115 45 80 80 420

4 Jet Airways 95 90 150 45 65 265 710

5 Jet Lite 35 35 95 35 45 75 320

6 Kingfisher 165 115 205 120 105 205 915

7 MDLR NA NA 35 NA 35 NA 70

8 Paramount 35 35 NA 35 NA NA 105

9 Spicejet 50 40 130 35 35 75 365otal 480 415 915 355 430 905 3500.NA stands for Not Applicable No sample was considered in the case of NA on account of two

. ( ) . ( ) reasons 1 The airline does not have the operation in this city 2 The figure arrived wastoo low therefore statistically not considered to be included


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....Sample Distribution .Initially it was decided to conduct survey at the airports

,However due to complexities and procedural delays with

,regard to police verrification of investigatirs it wasdecided to carry out survey in the cities based on proper

.sample distribution

.City sample was broken down based on PIN codes

%75 of PIN codes covered in Delhi and Mumbai

% , .50 of PIN codes in Bangalore Chennai Hyderabad and Kolkata

PIN code areas were selected in the in all the zones of a city


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....Respondent selection criteria

Respondents were selected based on number of flights

.they have travelled in the last 12months Only those were considered as qualified respondentswho had taken at least 6 flights in the last 12

m .onths Qualifiedrespondents Main Airline was determined

/through highest number frequency of an Airlines/ .s he had chosen to travel in the last 12 months / /All the questions information sought from him her

were regarding the MAIN AIRLINE


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Results QoAS

DOMESTIC AIRLINES


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Achieved sample

=ot a l a c h i e v ed3 7 1 5


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-Sample profile Education

Over 3 out of 5 (63%) PAX contacted were graduate.Nearly 30% were post graduate.

S l fil


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-Sample profile age

Majority (60%) were young in the age group of 25-35 years.Other 18% were between 36 - 45 years

%5 were below 45 years


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-Sample profile Occupation

Half of them had their own business.40% were employee of private companies

% .Only 8 were Govt or public sector emp


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( )Frequency of Travel 12 months

otalFlights

3938771 52198 78839

7.

8

8.4

9.2

9.4

9.4

10

.2

11.

0

3434 4092 91053948 34936 10023

4334

otalPax

3715 have taken altogether around 35,000 flights. Average 9.4 flights per PAXHyderabad occupies top position 11 flights per PAX in last 12 months.People largely travel for business purpose 3104 PAX h ad taken 21,500flights.Average business travel 7 flights per PAX.Again Hyderabad at the top 8.8 flights per PAXHowever, 2757 had also travelled for personal reason. 5 flights per PAX.

In Mumbai on average a PAX had taken 5.5 flights for personal purpose in thelast 12 months

City wise


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( )Frequency of Travel 12 months

961769106316

374033702457

143368540 8

74 129 468 528 939 889 1639 1623 2190

People have travelled mostly on Kingfisher 2190 PAX took over9600 flights average 4.4 flights per PAX in last 12 months .

Jet airways is the 2nd most travelled airline 1623 PAX took over6900 flights average 4.3 flights per PAX in last 12 months.

Kingfisher is preferred both for business as well as personal tour.

Airline wise

M i R t h i li


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Main Reason to choose airline

Top Reason for LCCs

Top Reason for FSCs

Air India, Kingfisher, Indigo

Jet Aiways, Indigo, MDLR

H d l b k ti k t


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...How do people book tickets

Generally booking is done though Travel agents indicated by over 44%.However, 2 out of 5 (40%) book directly though their airline.Over 22% book through OTAs and its growing found highest in Delhi

Yatra.com (57%) and Makemytrip.com (47%) are the most popular engine.

M d f b ki g ti k t


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...Mode of booking tickets

Web site, both in the case of booking through airline or OTAs, is the majormode of booking.

In the case of booking through airline, nearly one fourth also use OTC mode.

Only 10% book through toll free/ phone in the case of OTAs

A b t d f h k i


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- ...Awareness about modes of check in

.l l w e r e a w a r e a b o u t c o u n t e r c h e c k i n O th e r m od e s m o r eop u l a r a m o n g s t F S C s

&A U g f d f h k i


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& - ...Awareness Usage of modes of check in

& .l l w e r e a w ar e u s i n g c o u n t e r c h e c k i n Ot h e r m od es m o r e p o p u l arm o n g st F S C s


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Comparison of consumer

satisfaction with quality ofservice between airlines


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Overall atisfaction with web site of airline whileooking tickets

h e re w a s n o s i g ni fi c a n t di f f e r en c e i n t he s a t is f a c t i ons c o r e s


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atisfaction on different aspects of booking tickets throughirlines website

Web site of Kingfisher received higher score on most of the aspects.

LCCs web site also received high score on many aspects


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Overall atisfaction with airline information system

%i g n i f i c a n t d i f fe r e n c e f o u n d @ 9 5 c o n f i d e n c e l e ve l

ll Airline= .verage 7 6


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atisfaction on different aspects of Airlines information system

Paramount received high score on three aspects.

Most of the airline got similar score on all aspects.


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Overall -atisfaction with the quality of check in at theAirport



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Overall atisfaction with the cabin crew members

%i g n i f i c a n t d i f fe r e n c e f o u n d @ 9 5 c o n f i d e n c e l e ve l Overall atisfaction with different aspects of the quality


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f cabin crew members

Paramount received high score (8 8.99) on all the aspects.

Go Air too scored high on many aspects.


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vailing meal facility

In all the FSCs meal is provided complementaryAround 50% in LCCs avail food on payments.Around one third do not avail meal facility.Rest indicated they get food on complementary basis


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Overall atisfaction with quality of meal served

%i g n i f i c a n t d i f fe r e n c e f o u n d @ 9 5 c o n f i d e n c e l e ve l Overall atisfaction with different aspects of the quality


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f meal served in the airline

Paramount received high scores (8 8.99) on three aspects.

MDLR also attaned high scores on two aspects.


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Overall atisfaction with other inflight services

%i g n i f i c a n t d i f fe r e n c e f o u n d @ 9 5 c o n f i d e n c e l e ve l Overall atisfaction with different aspects of other


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nflight services

Paramount received high scores (8 8.99) on most of the aspects.


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Overall atisfaction with the quality of baggageandling mechanism

%i g n i f i c a n t d i f fe r e n c e f o u n d @ 9 5 c o n f i d e n c e l e ve l Overall atisfaction with different aspects of baggage


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andling mechanism

Paramount received high scores (8 8.99) on most of the aspects.


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ver had a problem with any of the airline


All Airline average = 4.5%


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. . . .ature of problem



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omplaint to and responses from Airline

,l m o s t a l l t h e t ra v e l e r s o f a l l t h e a i r l i n e w h o h a d,a d e c o m p la i n t s re g a r d i n g d e f i c ie n c i e s o f s e r v ic e g o te s p o n s e fr o m t h e a i r l i n e


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as the problem solved

o A i r w a s a b l e t o s o lv e t h e p r o b l e m c o m p l e te l y o f a l l t hec o m p l a i n a n t s, %o w e v e r n e a r l y 1 5 c o m p l a i n a n ts o f A i r I n d i a a n d P a ra m o u n te l t t h a t t he re p r o b l e m w a s no t s o l v e d at a l l


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Overall atisfaction with the quality of airline service

%i g n i f i c a n t d i f fe r e n c e f o u n d @ 9 5 c o n f i d e n c e l e ve l Overall atisfaction with different aspects of quality of


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irline service

Paramount and Go Air received high scores (8 8.99) on most of the aspects.

Kingfisher also performed well. Overall atisfaction with different aspects of quality of


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. . . .irline service . . .o n t d

Paramount and Go Air received high scores (8 8.99) on most of the aspects.

Kingfisher also performed well. ill you recommend your airline to your relatives or


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lose friends?


re l i ab l e s a t i s fa c t i o n i n di c a t or i s t h e re c o m m e n d a ti o n of t h e s e r vi c ero v i d er t o a c l os e f r i e n d o r r el a t i v e


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aariablesthose impact the domestic airline service inndia?

he r e g r es si o n m o d e l f o un d t h a t o u t o f 1 5 v a r i a b l e s a n a l y s e dlt o g e t h er 1 0 v a r i a b l e s h ad a n i m p a c t on t h e q u a l i t y o f%er v i c e @9 5 c o n f i d e nc e l e ve l

r el ia bl e s at is fa ct io nn d i c a t o r i s t h e r e c o m m e n d a t i o nf t h e s er v i c e p r o v i d e r t o al o s e f r ie n d o r r e l a t i v e


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.Prof Sri Ram Khanna

Paramjeet Singh

AND

Voice Research Team

. - .Www Consumer voice Org

THANK YOU

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