Abstract
Present study is to know the professional perception towards the new scheme of the government UDAN (Ude Desh Ka Aam Naagrik). The study of UDAN Services examined with the suitable set of standard conduct variables based model. Selected customers based on using UDAN service. The results obtained presented with the relationship of Occupation with the use of service of the customers. UDAN users are categorized in to different occupation which is student, self-employed.
In service and others. Primary data were collected through well-
structured questionnaire. Data is analyzed with the ANOVA using SPSS.
Findings include customers having occupation self-employed are more satisfied on meals were timely delivered than those of other
occupation. Suggestions include Better customer services should be provided. More service quality. Sanitation must be taken care of. Also Delay in flights should be reduced, as far as feasible.
• Key words: Aviation, Customer, Occupation, UDAN, Satisfaction
Introduction and Review of Literature
There was a time, when travelling by air was exclusively the privilege of the rich, and all which is now changing.
The aviation industry in India has developed
exponentially over the years. With the prosperous Indian
finances, earnings grades increasing, the Indian traveler
does not have to contemplate too far, as timesaving and
low-priced journey is now made accessible. As lifestyles
become busier and the pay tests become heavier, the
Indian traveler will not compromise on value, ease or
time. Catering to the rising expectations, many new
companies have gone into the aviation arena, boarding
on new concepts and innovative designs.
Introduction
• Overview of Airline Industry in India
The open sky policy of the government has
helped a lot of companies entering the aviation
market in India. At present, private airlines
account for around 75% portion of the domestic
aviation market. India has become the 9th
largest aviation market in the world.
Review of Literature
• K Vasantha (1997)
• John and Robin (2001)
• David and Robin (2002)
• Bhagyalakshmi and Nargundkar (2006)
• Philemon et al. (2007)
• Agarwal and Dey (2010)
Etc.
Research Methodology
• Scope of the Study
The present study is confined to know the customer based brand equity towards UDAN services in India
• Objectives of the Study
The main objective of the study is to examine customer based brand equity towards UDAN scheme. In the broader framework, the specific objectives of the study are as under:
• To study the relationship between demographic variable professionals and the customer satisfaction.
• To suggest the measures for improving the UDAN
services
Research Hypotheses
To validate the results of the study, the following hypotheses have been formulated:
• H 01 : There is no significant relationship between demographic factor professionals towards the perception towards UDAN
• Sample Profile
• In the present study, the population considered is all the
customers of aviation industry. But the target population is
defined by considering all the customers using UDAN service
during the target period of study i.e. 2017. Judgment sampling
was used to collect the data as student doing professional
course MBA, service persons, self-employed and housewife
having used UDAN service. As the population was not
defined, therefore standard proportion formula was adopted
for sample selection.
• Data Collection
• The present study was based on both primary
and secondary data. Primary data were collected
through well-structured questionnaire on 5-point
Likert scale i.e. Strongly Disagree (SD), Disagree
(D), Indifferent (I), Agree (A) and Strongly Agree
(SA). After examination, 103 questionnaires were
found complete in all respect and considered for
further analysis. Secondary data include the
research studies and articles published in various
journals, magazines, newspapers and websites.
Results and Discussion
Table 1: Quality of in-flight service was satisfactory Professionals
N Mean SD ANOVA
f p
Student 32 3.625 .8328
.643 .589
Service 40 3.575 1.0350
Self Employed 25 3.600 1.1180
Others 6 4.167 .7528
Total 103 3.631 .9801
Degree of freedom=3, 99
Source: Survey As is vibrant from Table 1, which shows that others like housewife (Mean=4.167, SD=0.7528) are more satisfied quality of inflight service than self-employed (Mean=3.60, SD=1.118), Students (Mean=3.625, SD=.8328), and in Service (Mean=3.575, SD=1.0350).
Statistically, ANOVA results show that there is no significant
difference in average agreement on customer satisfaction in UDAN
services among the customers of different professionals (p=0.589,
df=3, 99) at 5 percent level of significance. Therefore, the null
hypothesis (H 01 ) is accepted
Table 2: Meals were timely delivered Professionals
N Mean SD ANOVA
f p
Student 32 3.53 .7613
1.534 .211
Service 40 3.425 .9842
Self Employed 25 3.880 1.1299
Others 6 3.167 .9832
Total 103 3.553 .9674
Degree of freedom=3, 99 Source: Survey
Similarly, as is vivacious from in Table 2, which shows that self-employed
(Mean=3.880, SD=1.1299) are more satisfied on meals were timely delivered than
student (Mean=3.53, SD=.7613), Service (Mean=3.425, SD=.9842), and others like
housewife (Mean=3.167, SD=.9832). Statistically, ANOVA results show that there is no
significant difference in average agreement on customer satisfaction in UDAN services
among the customers of different professionals (p=0.211, df=3, 99) at 5 percent level
of significance. Therefore, the null hypothesis (H 01 ) is accepted
Table 3: Quality of food and beverage was satisfactory Professionals
N Mean SD ANOVA
f p
Student 32 3.656 .9370 .218 .884
Service 40 3.575 .9306
Self Employed 25 3.520 1.1944
Others 6 3.333 .5164
Total 103 3.573 .9762
Degree of freedom=3, 99
Source: Survey
Table 4: The punctuality of flights and ground deserved to be appreciated Professionals
N Mean SD ANOVA
f p
Student 32 3.938 .8007 2.134 .101
Service 40 3.375 1.1252
Self Employed 25 3.720 1.1000
Others 6 4.000 .6325
Total 103 3.670 1.0231
Degree of freedom=3, 99
Source: Survey
Table 5: Ticket was available properly online as well as offline Professionals
N Mean SD ANOVA
f p
Student 32 3.938 .6690 4.560 .005
Service 40 3.325 1.1851
Self Employed 25 4.000 1.0000
Others 6 4.500 .8367
Total 103 3.748 1.0358
Degree of freedom=3, 99
Source: Survey
Table 6: Location of airline offices and authorized agents was in reach Professionals
N Mean SD ANOVA
f p
Student 32 3.750 .6720 5.020 .003
Service 40 2.975 1.2707
Self Employed 25 3.800 .9129
Others 6 3.500 .5477
Total 103 3.447 1.0547
Degree of freedom=3,99
Source: Survey
Table 7: Airfares price: was the price reasonable Professionals
N Mean SD ANOVA
f p
Student 32 3.688 .9311 2.422 .070
Service 40 3.300 1.1368
Self Employed 25 3.600 .7638
Others 6 2.667 .8165
Total 103 3.456 .9978
Degree of freedom=3, 99
Source: Survey
Table 8: Decoration: Interior design of aircraft Professionals
N Mean SD ANOVA
f p
Student 32 3.625 .7513 .316 .814
Service 40 3.400 1.1048
Self Employed 25 3.480 1.0050
Others 6 3.500 1.0488
Total 103 3.495 .9689
Degree of freedom=4,199
Source: Survey
Table 9: On board entertainment Professionals
N Mean SD ANOVA
f p
Student 32 3.750 .8032 1.979 .122
Service 40 3.375 .8969
Self Employed 25 3.880 1.0132
Others 6 3.333 1.3663
Total 103 3.612 .9418
Degree of freedom=4,199
Source: Survey
Table 10: Loyalty program VIP card frequent flyer programme Professionals
N Mean SD ANOVA
f p
Student 32 3.688 .8590 .957 .416
Service 40 3.325 .9167
Self Employed 25 3.440 1.0440
Others 6 3.667 1.2111
Total 103 3.485 .9483
Degree of freedom=3, 99
Source: Survey
Table 11: Flight safety Professionals
N Mean SD ANOVA
f p
Student 32 3.875 .8707 .453 .715
Service 40 3.675 .9971
Self Employed 25 3.640 1.1860
Others 6 4.000 1.0954
Total 103 3.748 1.0070
Degree of freedom=3, 99
Source: Survey
Findings
This section includes findings on customer satisfaction in UDAN based on the responses
• Self-employed are more satisfied on-meals served in flights than other groups
• Others like housewife are more satisfied
quality of inflight service than self-employed,
student and in service.
• Others like housewife are more satisfied on flight safety to be appreciated than in student
• Student are more satisfied on flight safety to be appreciated than other group
• Self-employed are more satisfied on-board entertainment deserved to be appreciated than in service persons
• Statistically, ANOVA results show that there is no significant
difference in average agreement on customer satisfaction in
UDAN Services among the customers of different
professionals at 5 percent level of significance. Therefore, the
null hypothesis (H 01 ) is accepted.
Suggestions
• UDAN scheme should be affordable for all so price should be reduced to enhance more booking It should be done with collaboration with private partnership.
• Traffic congestion and safety issues are other points for consideration.
• Reduced check in time will be more beneficial.
• MRP of items and other services should be checked.
• Better food options should be provided to
passengers
• Better customer services are expected. more service quality. Sanitation must be taken care of.
• Delay in flights should be reduced, as far as feasible.
• Online and Offline Ticketing Should be reliable for first time users.
• Interior should be more comfortable.
• Baggage security is also suggested to be taken care of.
• Work life balance of employees must be improved
Conclusion
Present study is to know the customers perception towards the new scheme
of the government UDAN (Ude Desh Ka Aam Naagrik) scheme. The analysis is
in conformity with the objectives of the study and the hypotheses
formulated. The collected data are analyzed through SPSS 21 version. Findings
include there is a significant difference in average agreement on customer
perceptions towards UDAN. UDAN users are categorized in to different
occupation which is student, self-employed. In service and others. Primary
data were collected through well-structured questionnaire. Data is analyzed
with the ANOVA using SPSS. Findings include customers having occupation
self-employed are more satisfied on meals were timely delivered than those
of other occupation. Suggestions include Better customer services should be
provided. More service quality. Sanitation must be taken care of. Also Delay
in flights should be reduced, as far as feasible. Online and Offline Ticketing
Should be reliable for first time users, Interior should be more comfortable,
Baggage security is also suggested to be taken care of, Work life balance of
employees must be improved
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