Chapter 1,2,3,4,5

CHAPTER I

INTRODUCTION AND DESIGN OF THE STUDY

Consumer satisfaction is important to the marketer because it is generally

assumed to be a significant determinant of repeat sales, positive word – of – mouth,

and because if reflects a positive from the outlay of scarce resources and the

fulfillment of unmet needs. Traditional approaches to the study consumer behavior

have emphasized the concept of consumer satisfaction as the post purchase period.

Satisfaction is believed to medicate consumer learning from prior experience and to

explain key post purchase activities. Such as complaining, word of mouth, and

product usage.

Satisfaction is a post choice evaluative judgment concerning a specific

purchase selection. Although attitude like, the concept of satisfaction is distinguished

from attitude toward the product or brand, which represents a more generalized

evaluation of a class of purchase objects. In fact satisfaction has been established as a

key casual agent responsible for experience based attitude change. Whether the buyer

is satisfied after purchase depends on the offer’s performance in relation to the

buyer’s expectations. In general, satisfaction is a person’s feelings of pleasure or

disappointment resulting from comparing a product’s perceived performance (or

outcome) in relation to his or her expectations.

1

As this definition moves clear, satisfaction is a function of perceived and

expectations. If the performance falls short of expectations the consumer is

dissatisfied. If the performance matches the expectations the consumer is satisfied. If

the performance exceeds expectations the consumer is highly satisfied or delighted.

Many companies are aiming for high satisfaction because customers who are

just satisfied still find it easy to switch over when a better offer comes along. Those

who are highly satisfied are much less ready to switch over. High satisfaction or

delight creates an emotional bond with the brand, not just a rational preference. The

result is high customer loyalty. How do buyers from their expectations? From the

past buying experience, friends, and associates advice and marketers and competition

information and promise. One of the Honda’s ads says “one reason, our customer are

so satisfied is that w aren’t. Niscan invites potential infinite buyers to drop inn for a

‘guest drive’ because the Japanese word for customer is “Honored guest”.

The key to generate high customer loyalty is to deliver high customers value.

According to Michael Lanning, in his delivering profitable value, a company must

develop a competitively superior value proposition and a superior “value – Delivery

System”. A company value proposition is much more than its positioning on a single

attributes, it is a statement about the resulting experience customers will have from

the offering and their relationship with the supplier. The brand must represents a

promise about the total resulting experience that customers can expect whether the

promise is kept depends upon the company’s ability to manage its value delivered

2

system. The valued delivery system includes all the communication and channel

experience, a customer will have on the way to obtain the offer.

THE INDIAN CUSTOMER

Every buyer is a product of his own economic and social environment. In

applying the theories to understand the behavioral dynamics of the Indian customer,

one has to be cautious. Most of the buyer behavior models and finding have been

developed with the sophisticated 100 western buyers as the focus. But to understand

the peculiarities of the Indian customer, to construct his buying profile, he has to be

studied in relation to his environment in culture and tradition, his educational and

economic status, his level of exposure and the degree of his sophisticated.

A comprehensive study of the Indian customer has not been undertaken so far,

of course, quite few a studies have been conducted by a academic institutions and

individual research on isolated aspects of the buying behavior of the Indian customer.

Due to the diversity in religion and caste, languages and cultural styles, customs and

calendars, it will be mire practicable to classify the Indian customer on the basis of

this economic status as the rich Indian customer, the middle class customer and the

lower class customer. Numerically the first group is a negligible minority.

Though this group indulges in conspicuous consumption of a high order. It

does not form a demand base large enough for a manufacturing firm to concentrate

upon. The third category, the lower class customer group stands out as a striking

3

contrast to the first. Its purchasing power is very low. It is the middle class that

constitutes the largest consuming sector of manufacturing goods in the country today.

For any market in the country, this group may offer maximum scope and the

maximum demand potential.

REVIEW OF LITERATURE

Consumer attitudes has been defined as” a social movement seeking to augment

the rights and powers of buyers in relation to sellers’ (kotler 1972, 49).millennia saw it

as “ A citizens’ movement which will make broad-reaching social, ecological and

political demands on suppliers of goods and services”(1990,5). Moneys defined it as

“the voicing of consumer discount and the furtherance of corrective action” (1960, 6).in

a third-world perspective, it has been defined as “the efforts made either by the

consumer himself, the government, and/or independent organizations to product the

consumer from the unscrupulous practices of business in their quest for profit” (onah

1979, 126)

Note that, according to Mayer (1989), consumer in developing countering

differs from that developed of countries in that two broad factors shape the LDC’S

consumers. The first factor is the indigenous characteristics of markets and consumers.

This is reflected by (a) lack of adequate levels of quality control locally manufactured

products, (b) inadequate transports and storage facilities and (c) low importance placed

on consumer satisfaction by sellers who willingly sells adulterated goods.

4

The second “factor is external influence resulting from developed nation

exporting goods, consumption standards, and aspirations, as well as conception of

consumer policy to developing countries(Meyers 1989) .as a result, consumerism in

most LDCs is more a matter of government policy via legislation and efficient

enforcement than a matter of engaged public support (kayank 1982)

Attitudes are basically a psychological state care should be taken in the effort of

quantitative measurement, although a large quantity of research in this area has recently

been developed. Work done by berry, brooder between 1990 and 1998 defined ten

‘quality values’ which influence satisfaction behaviors, further expanded by beery in

2002 and known as the ten domains of satisfaction. These ten domains of satisfaction

include quality, value, timeless, efficiency, ease of access environment, inter-

departmental team work, front line service behaviors, commitment to the customer and

innovation. These factors are emphasized for continuous improvement and

organizational change measurement and are most often utilized to develop the

architecture for satisfaction measurement as an integrated model.

Work done by Parasuramant, Zeithaml and Berry 1985 and 1988 provides the

basis for the measurement of customer satisfaction with a service by using the gap

between the customer’s expectation of performance and their perceived experience of

performance. They provide the measure with a satisfaction “gap” which is objective

and quantitative in nature. Work done by Cronin and Taylor propose the “confirmation

disconfirmation “theory of combining the ‘gap’ described by PARASURAMAN,

5

ZEITHAML AND BERRY as two different measures (customer satisfaction and

expectation of performance) in to a single measurement of performance according to

expectation according to garb rang customer satisfaction equals performance divided by

expectation performance. Usual measure of customer satisfaction involve a survey with

a set of statements using a to liker technique to scale. The customer is asked to evaluate

each statement and in terms of their consumer Attitudes of the performance of the

organization being Attitudes measured

A considerable body of literature in a range of different disciplines exists on

consumption, consumer behavior, and consumer decision-making process. Research in

economics, business, marketing, psychology and sociology domains studies consumer

behavior from different theoretical premises: “for economists, consumption is used to

produce utility; for sociologists, it is a means of stratification; for anthropologists – a

matter of ritual and symbol; for psychologists – the means to satisfy or express

physiological and emotional needs; and for business, it is a way of making money”

(Fine 1997).

For more than a decade now, a range of studies that address environmentally

sound consumer behaviour, e.g. car use, waste sorting, minimization and recycling

practices have been conducted. However, few studies evaluated consumer acceptance of

the zPSS concept – a consumption based on non-ownership of physical products, see,

for example, studies on car sharing schemes (Schrader 1999; Meijkamp 2000), ski

rental and washing services (Hirschl, Konrad et al. 2001).

6

One reason explaining the lack of studies in the area could be that, there are still

not many PSS schemes in place to serve as test grounds. Another reason could be

uniformity of research focus. The reason is probably that PSS ideas have been promoted

by researchers from the environmental management, marketing, design and engineering

fields, and to a lesser extent by sociologists, who hold the banner of research in

customer satisfaction.

OBJECTIVES OF THE STUDY

The following are the various objectives of the study:

To analysis Overall satisfaction factors.

To analyze profiles of the Chennai Airport.

To compare and contrast the factors for the customer satisfaction.

To give the findings and suggestion to the Chennai Airport.

STATEMENT OF THE PROBLEM

This study is an attempt to find out the nature of purchasing behavior and the

various possibilities of the customer satisfaction in the shopping malls. It is expected

that the results and findings of the study would enlighten the shopping malls as to

hoe they should make their purchasing decisions.

7

SCOPE OF THE STUDY

This study concentrates on the growth profile of the Chennai Airport Service

and the area profile of the study. This study is carried out on a short term analysis on

relating to the performance of service with their customer.

METHODOLOGY

A research design is truly and simply basic frame work on plan for a study that

guides collection of data and analysis of the data. In customer surveys we adopted

this descriptive research for collecting and analysis of the data.

SELECTION OF THE UNIT

This study is carried out in various selections of units namely Chennai Airport

Service. We have adopted convenience sampling technique in our survey. In this

method the sampling units are chosen primary in accordance with the investigator is

convenience. The total sample consists of 55 respondents who are living in Muthupet

and surrounding places.

DATA COLLECTION METHOD

Primary Method

In this study primary data in collected through questionnaire. This method of

data collection is quite popular. Researcher collected the data by giving questionnaire

to the respondents directly by hand and collects thee information immediately.

8

Secondary Data

Secondary data are collected for some earlier research work and are applicable

or usable in the study research. Secondary data are less expensive and can be

collected within a short period of time.

ANALYSIS OF DATA

To collect the required data direct interviews and enquires were made with the

respondents in the area. For this purpose, schedules were specially framed and used

for the customers. Before administering the interview schedule, a pilot study,

interview schedule were modified and administered according to nature of

households. The heads of the families or any of the families or any of the family

members contacted and interviewed. The data collected from respondents were

edited, analyzed and presented in form of tables. In this study, convenient sampling

method is used to collect data from the respondents. Further, statistical tool like

tables, percentage and diagrams are extensively used.

LIMITATIONS OF THE STUDY

The following are the various limitations to the study:

Time is a major factor which limits the research from undertaking a detailed study.

The findings are based on information given by the respondents.

The respondents might have given wrong answer to the research at some sequence.

9

The researcher found it to go for more sampling among respondents is difficult.

The researcher found it difficult to visit all the places the researcher might be

biased.

CHAPTER SCHEME

Chapter I - It deals with introduction and design of the study.

Chapter II - This chapter contains the profiles of the study area.

Chapter III -This chapter contains the analysis and Interpretation of the Study.

Chapter IV - This final chapter contains the findings, suggestions and Conclusions.

10

CHAPTER – II

PROFILES OF CHENNAI AIRPORT

Chennai Airport History:

Chennai International Airport, earlier known as Madras International Airport,

is located 7 km to the south of Chennai. It was in the year 1912 when the first

domestic flight had flown between Karachi and Delhi by the Indian state Air services

in association with the Imperial Airways, UK. It was one of the primary airports in

India and in the year 1954, was the last destination of Air India's first flight which

flew to Madras (Chennai) from Bombay (Mumbai) via Belgaum. The first

operational passenger terminal was constructed at the northeast side of the airport and

it was known as Meenambakkam Airport. The domestic operation started in 1985

and the airport started operations of International flights in 1989. The airport got its

new building in 2003 whereas the old one is used for cargo purpose at present.

Chennai Airport Terminals:

Terminal 1:

Kamaraj Terminal is a domestic terminal which connects the city with 20

destinations across India. There are several flights of some prominent airlines such as

Air India, Indigo 6E, Jet Airways/ Jet lite, Kingfisher and Spice jet.

Terminal 2:

The second terminal is for international operations and it is known as Anna

Terminal that connects the city with all the major destinations like London,

Frankfurt, Dubai, Muscat, Bahrain, Dhahran, Jeddah, Singapore, Kula Lampur and

11

Sri Lanka. The terminal operates airlines such as Air India, Indian Airlines, British

Airways, Lufthansa, Singapore Airlines, Malaysian Airlines, Air Lanka, Oman Air,

Gulf Air and Saudi Airlines.

Facilities at Chennai Airport

Baggage Services:

At the airport, passenger will get luggage trolleys to carry their baggage

easily. One can also find baggage wrapping machine at the airport. The baggage

service is quite well and one can comfortably carry his or her luggage in and out of

the airport. For physically challenged people, wheel chairs with escorts are also

provided.

Places to Shop and Eat:

There are a lot of things to eat and shop at the airport such as TR Book Stall,

Handloom Handicraft stalls, Snack Bar, Tea Coffee bar, and several Juice Counter as

well as restaurants. You will also find reserved lounge / executive lounge as well.

Here, one can also find Auto Vending Machines (for snacks, newspapers, magazines

etc.)

Duty Free Shopping:

The airport has some duty free shops like Flamingo’s attractive duty free

shops. From these shops, you can buy things like Duty Free Alcohol of brands like

Johnnie Walker, Bayle’s, Smirnoff Vodka, Chive’s Regal, Jack Daniels, Jim Beam,

Courvoisier, Bush mills as well as cigarettes, cigars, perfumes, cosmetics and

tobacco.

12

Connectivity with the City from Chennai Airport

Bus stand:

The total distance between the Chennai airport and the state bus terminal is

about 14 km and it takes hardly 20 minutes to reach. You will easily get private cabs

and taxis as well as buses to reach the airport from the bus stand.

Railway Station:

The airport is approximately 19 km from the railway station and it takes

around 30 minutes to reach. From the railway station, you can easily hire taxis to

reach the airport.

Chennai Airport Authority:

Airports Authority of India (AAI) is the operator of the Chennai International

Airport and it manages all the things at the airport. To provide ultra modern

amenities and comfort, AAI takes various steps every year. The authority also

manages the services like cargo and custom for security purposes.

Chennai Airport Awards & Honors

The airport bagged ‘Airport of the Year’ award in 2012 for cargo handling. It

was the third successive award in this category from 2010 to 2012 for the airport.

About Madras (MAA)

Located by the Bay of Bengal on the Coromandel Coast of west India,

Chennai has a tropical climate and is one the most important ports in the country,

handling a substantial portion of India's entire maritime cargo. It is also a city of

colorful cultures, beautiful scenery and thriving commerce. Chennai is well-

connected to the rest of the country with numerous flights, trains, and bus services

13

offered. Though trains are still much cheaper, cheap air tickets are making the option

of air travel much more affordable and popular, and the capital of Chennai has many

airlines offering budget and discounted tickets to and from Chennai Airport.

Airlines to Chennai

Air India Express to Chennai

MDLR Airlines to Chennai

Kingfisher Red Airlines to Chennai

Jet Lite to Chennai

Air India to Chennai

Go Air to Chennai

Spice Jet Airlines to Chennai

Flights Routes to Chennai

New Delhi to Chennai Flight

Mumbai to Chennai Flight

Bangalore to Chennai Flight

Kolkata to Chennai Flight

Hyderabad to Chennai Flight

Guwahati to Chennai Flight

Srinagar to Chennai Flight

Goa to Chennai Flight

Kochi to Chennai Flight

14

http://www.makemytrip.com/flights/kochi-chennai-cheap-airtickets.html

http://www.makemytrip.com/flights/goa-chennai-cheap-airtickets.html

http://www.makemytrip.com/flights/srinagar-chennai-cheap-airtickets.html

http://www.makemytrip.com/flights/guwahati-chennai-cheap-airtickets.html

http://www.makemytrip.com/flights/hyderabad-chennai-cheap-airtickets.html

http://www.makemytrip.com/flights/kolkata-chennai-cheap-airtickets.html

http://www.makemytrip.com/flights/bangalore-chennai-cheap-airtickets.html

http://www.makemytrip.com/flights/mumbai-chennai-cheap-airtickets.html

http://www.makemytrip.com/flights/new_delhi-chennai-cheap-airtickets.html

http://www.makemytrip.com/flights/chennai-spicejet_airlines.html

http://www.makemytrip.com/flights/chennai-goair.html

http://www.makemytrip.com/flights/chennai-air_india.html

http://www.makemytrip.com/flights/chennai-jetlite.html

http://www.makemytrip.com/flights/chennai-kingfisher_red_airlines.html

http://www.makemytrip.com/flights/chennai-mdlr_airlines.html

http://www.makemytrip.com/flights/chennai-air_india_express.html

Ahmadabad to Chennai Flight

Bhuj to Chennai Flight

Tuticorin to Chennai Flight

Top Airlines in India

Indian Airlines Tickets

Jet Konnect Tickets

Air Asia Tickets

Indi Go Airlines Tickets

Kingfisher Red Airlines Tickets

Spice Jet Airlines Tickets

MDLR Airlines Tickets

15

http://www.makemytrip.com/flights/mdlr-airlines.html

http://www.makemytrip.com/flights/spicejet.html

http://www.makemytrip.com/flights/kingfisher-red-airlines.html

http://www.makemytrip.com/flights/indigo-airlines.html

http://www.makemytrip.com/flights/air-asia.html

http://www.makemytrip.com/flights/jet-konnect.html

http://www.makemytrip.com/flights/indian-airlines.html

http://www.makemytrip.com/flights/tuticorin-chennai-cheap-airtickets.html

http://www.makemytrip.com/flights/bhuj-chennai-cheap-airtickets.html

CHAPTER – 3

DATA ANALYSIS AND INTERPRETATIONS

Table – 01

GENDER OF THE RESPONDENTS

Inference:

The above table shows that the classification of the respondents on the basis of

gender. 85.5% of the respondents are male, 14.5% of the respondents are female.

Majority of the respondents are male. (85.5%)

16

Gender Frequency Percent

Male 47 85.5

Female 8 14.5

Total 55 100

Chart – 01

GENDER OF THE RESPONDENTS

86%

14%

Male Female

Table – 02

17

AGE OF THE RESPONDENTS

Respondents Frequency Percent

Below 25 25 45.5

26 - 35 17 30.9

36 - 45 6 10.9

46 - 55 5 9.1

Above 55 2 3.6

Total55 100

Inference:


age group. 45.5% of the respondents belong to the age group of below 25, 30.9% of

the respondents belong to the age group of 26-35, 10.9% of the respondents belong to

the age group of 36-45, 9.01% of the respondents belong to the age group of 46-55,

3.6% of the respondents belong to the age group of above 55.

Majority of the respondents belongs to the age group below 25.

(45.5%)

Chart – 02

18

AGE OF THE RESPONDENTS

Below 25 26 - 35 36 - 45 46 - 55

25

17

6 5

45.5

30.9

10.99.1

Frequency Percent

Table – 03

19

EDUCATIONAL QUALIFICATION

Inference:


educational qualification.14.5% of the respondents are SSLC, 43.6% of the

respondents are graduate, 29.1% of the respondents are professional course, 12.7% of

the respondents are others.

Majority of the respondents are graduate. (43.6%)

Chart – 03

20

Qualification Frequency Percent

SSLC 8 14.5

Graduate 24 43.6

Professional Course 16 29.1

Others 7 12.7

Total 55 100

EDUCATIONAL QUALIFICATION

SSLC Graduate Professional Course Others0

5

10

15

20

25

30

35

40

45

Table – 04

21

OCCUPATION OF THE RESPONDENTS

Inference:


occupation of the respondents. 18.2% of the respondents are business, 7.3% of the

respondents are government employee, 25.5% of the respondents are private

employee, and 49.1% of the respondents are others.

Majority of the respondents are others. (49.1%)

Chart – 04

OCCUPATION OF THE RESPONDENTS

22

Occupation Frequency Percent

Business 10 18.2

Government Employee

4 7.3

Private Employee 14 25.5

Others 27 49.1

Total 55 100

Business Government Employee Private Employee Others0

5

10

15

20

25

30

35

40

45

50

Table-05

PARKING FACILITIES

23

Inference:


parking facilities. 43.6% of the respondents are highly satisfied, 40 % of the

respondents are satisfied, 12.7% of the respondents neutral, 3.65% of the respondents

dissatisfied.

Majority of the respondents are highly satisfied. (43.6%)

24

Parking Frequency Percent

Highly Satisfied 24 43.6

Satisfied 22 40.0

Neutral 7 12.7

Dissatisfied 2 3.6

Total 55 100

Chart – 05

PARKING FACILITIES

Highly Satisfied Satisfied Neutral Dissatisfied

0

5

10

15

20

25

30

35

40

45

25

Table-06

CHECK IN FACILITIES

Inference:


check in. 23.6% of the respondents are highly satisfied, 56.4% of the respondents are

satisfied, 14.5% of the respondents are neutral, 5.5% of the respondents are

dissatisfied.

Majority of the respondents are satisfied. (56.4%)

26

Check In Frequency Percent


Satisfied 31 56.4

Neutral 8 14.5

Dissatisfied 3 5.5

Total 55 100

Chart – 06

CHECK IN FACILITIES

Highly Satisfied Satisfied Neutral Dissatisfied0

10

20

30

40

50

60

27

Table – 07

BAGGAGE TROLLEY & SCREENING

Baggage Frequency Percent


Satisfied 15 27.3

Neutral 15 27.3

Dissatisfied 14 25.5

Highly Dissatisfied 3 5.5

Total 55 100

Inference:


baggage trolley & screening. 14.5% of the respondents are highly satisfied, 27.3% of

the respondents are satisfied, 27.3% of the respondents are neutral, 25.5% of the

respondents are dissatisfied, 5.5% of the respondents are highly dissatisfied.


28

Chart – 07

BAGGAGE TROLLEY & SCREENING

Highly SatisfiedSatisfied

NeutralDissatisfied

0

5

10

15

20

25

30

Frequency

Percent

Series3

29

Table – 08

QUEUING FOR IMMIGRATION AND SECURITY

Inference:

T h e a b o v e t a b l e s h o w s t h a t t h e c l a s s i f i c a t i o n o f t h e r e s p o n d e n t s o n t h e b a s i s o f

queuing for immigration and security. 29.1% of the respondents are highly satisfied,

34.5% of the respondents satisfied, 27.3% of the respondents are neutral, 5.5% of the

respondents are dissatisfied, 3.6% of the respondents highly dissatisfied.


Chart – 07

QUEUING FOR IMMIGRATION AND SECURITY

30

Queuing for Immigration

Frequency Percent


Satisfied 19 34.5

Neutral 15 27.3

Dissatisfied 3 5.5


Total 55 100

30%

36%

28%

6%


Table – 09

IMMIGRATION STAFF ATTITUDE

31

Inference:


immigration staff attitude. 21.8% of the respondents are highly satisfied, 25.5% of



Majority of the respondents are neutral. (36.4%)

Chart – 09

IMMIGRATION STAFF ATTITUDE

32

Staff Attitude Frequency Percent


Satisfied 14 25.5

Neutral 20 36.4

Dissatisfied 6 10.9


Total 55 100

23%

27%

38%

12%


Table – 10

WAITING HALL FACILITIES

33

Waiting Hall Frequency Percent


Satisfied 17 30.9

Neutral 12 21.8

Dissatisfied 4 7.3


Total 55 100

Inference:


waiting hall facilities. 38.2% of the respondents are highly satisfied, 30.9% of the

respondents are satisfied, 21.8% of the respondents are neutral, 7.3% of the



Chart – 10

WAITING HALL FACILITIES

34

39%

31%

22%

7%


Table – 11

ANNOUNCEMENT OF FLIGHTS

35

Announcement Frequency Percent


Satisfied 28 50.9

Neutral 14 25.5

Dissatisfied 1 1.8

Total 55 100

Inference:


announcement of flights. 21.8% of the respondents are highly satisfied, 50.9% of the


respondents are dissatisfied.


Chart – 11

ANNOUNCEMENT OF FLIGHTS

36

22%

51%

25%

2%


Table – 12

FLIGHT INFORMATION SCREENS

37

Information Screens Frequency Percent


Satisfied 28 50.9

Neutral 10 18.2

Dissatisfied 3 5.5

Total 55 100

Inference:


flight information screens. 25.5% of the respondents are highly satisfied, 50.9% of


respondents are dissatisfied.


Chart – 12

FLIGHT INFORMATION SCREENS

38

25%

51%

18% 5%


Table – 13

DISPLAYING EMERGENCY CONTACT NUMBERS

39

Contact Numbers Frequency Percent


Satisfied 15 27.3

Neutral 13 23.6



Total 55 100

Inference:


displaying emergency contact numbers. 21.8% of the respondents are highly

satisfied, 27.3% of the respondents are satisfied, 23.6% of the respondents are

neutral, 18.2% of the respondents are dissatisfied, 9.1% of the respondents are highly

satisfied.


Chart – 13

DISPLAYING EMERGENCY CONTACT NUMBERS

40

24%

30%

26%

20%


Table – 14

RESTAURANT FACILITIES INSIDE THE AIRPORT

41

Restaurant Facilities Frequency Percent


Satisfied 13 23.6

Neutral 13 23.6



Total 55 100

Inference:


restaurant facilities inside the airport. 23.6% of the respondents are highly satisfied,

23.6% of the respondents are satisfied, 23.6% of the respondents are neutral, 21.8%

of the respondents are dissatisfied, 7.3% of the respondents are highly dissatisfied.


Chart – 14

RESTAURANT FACILITIES INSIDE THE AIRPORT

42

Highly Satisfied

Satisfied

Neutral

Dissatisfied

0 5 10 15 20 25

Percent Frequency

Table – 15

PRICE FOR FOOD AND DRINKS

43

Price for Food Frequency Percent


Satisfied 3 5.5

Neutral 6 10.9



Total 55 100

Inference:


price for food and drinks. 7.3% of the respondents are highly satisfied, 5.5% of the



Majority of the respondents are highly dissatisfied. (52.7%)

Chart - 15

PRICE FOR FOOD AND DRINKS

44

Highly Satisfied

Satisfied

Neutral

Dissatisfied

0 5 10 15 20 25

Percent Frequency

Table – 16

DUTY FREE SHOPS

45

Duty Free Shops Frequency Percent


Satisfied 10 18.2

Neutral 22 40.0



Total 55 100

Inference:

The above table shows that the classifications of the respondents on the basis

of duty free shops. 9.1% of the respondents are highly satisfied, 18.2% of the



Majority of the respondents are neutral. (40%)

Chart – 16

DUTY FREE SHOPS

46

Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied

0

5

10

15

20

25

30

35

40

Frequency

Percent

Frequency Percent

Table –17

MONEY CHANGER OFFICE

47

Money Changing Frequency Percent


Satisfied 13 23.6

Neutral 14 25.5



Total 55 100

Inference:


of money changer office. 14.5% of the respondents are highly satisfied, 23.6% of the


respondents are dissatisfied, 7.3% highly dissatisfied.

Majority of the respondents are dissatisfied. (29.1%)

Chart – 17

MONEY CHANGER OFFICE

48

Highly Satisfied

Satisfied

Neutral

Dissatisfied

05

1015

2025

30

Percent Frequency

Table – 18

ATM FACILITIES

49

ATM Facilities Frequency Percent


Satisfied 13 23.6

Neutral 17 30.9



Total 55 100

Inference:


of ATM facilities. 12.7% of the respondents are highly satisfied, 23.6% of the




Chart – 18

ATM FACILITIES

50

Highly Satisfied

Satisfied

Neutral

Dissatisfied

0 5 10 15 20 25 30 35

Percent Frequency

Table – 19

INTERNET & WI-FI FACILITIES

51

Internet Frequency Percent


Satisfied 14 25.5

Neutral 11 20.0

Dissatisfied 4 7.3


Total 55 100

Inference:


of internet & Wi-Fi facilities. 38.2% of the respondents are highly satisfied, 25.5% of




Chart – 19

INTERNET & WI-FI FACILITIES

52

Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied0

5

10

15

20

25

30

35

40

45

FrequencyPercent

Table – 20

RELIGIOUS FAITH ROOM FACILITIES

53

Religious Frequency Percent


Satisfied 15 27.3

Neutral 11 20.0

Dissatisfied 5 9.1


Total 55 100

Inference:


of religious faith room facilities. 12.7% of the respondents are highly satisfied, 27.3%

of the respondents are satisfied, 20.0% of the respondents are neutral, 9.1% of the



Chart – 20

RELIGIOUS FAITH ROOM FACILITIES

54

18%

39%

29%

13%


Table – 21

TOILET FACILITIES

55

Toilet Facilities Frequency Percent


Satisfied 16 29.1

Neutral 12 21.8



Total 55 100

Inference:


of toilet facilities. 23.6% of the respondents are highly satisfied, 29.1% of the




Chart – 21

TOILET FACILITIES

56

Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied0

2

4

6

8

10

12

14

16

18

0

5

10

15

20

25

30

35

Frequency

Table – 22

TERMINAL CLEANLINESS

57

Terminal Frequency Percent


Satisfied 18 32.7

Neutral 10 18.2



Total 55 100

Inference:


of terminal cleanliness. 23.6% of the respondents are highly satisfied, 32.7% of the




Chart – 22

TERMINAL CLEANLINESS

58

Highly S

atisfied

Satisfied

Neutral

Dissatisfied

Highly D

issatisfied

05

101520253035

Frequency

Percent

Series3

Series4

Frequency Percent Series3 Series4

Table – 23

MEDICAL FACILITIES

59

Medical Frequency Percent


Satisfied 18 32.7

Neutral 9 16.4

Dissatisfied 7 12.7


Total 55 100

Inference:


of medical facilities. 20.0% of the respondents are highly satisfied, 32.7% of the


respondents are dissatisfied, 18.2% of the respondents are highly satisfied.


Table – 24

GUIDANCE FACILITIES

60

Guidance Frequency Percent


Satisfied 20 36.4

Neutral 13 23.6

Dissatisfied 4 7.3


Total 55 100

Inference:


of guidance facilities. 25.5% of the respondents are highly satisfied, 36.4% of the




Table – 25

TELE COMMUNICATION FACILITIES

61

Tele Communication Frequency Percent


Satisfied 18 32.7

Neutral 12 21.8

Dissatisfied 8 14.5


Total 55 100

Inference:


of tele communication facilities. 29.1% of the respondents are highly satisfied, 32.7%

of the respondents are satisfied, 21.8% of the respondents are neutral, 14.5% of the



Table – 26

REST ROOM FOR TRANSIT PASSENGERS

62

Rest Room Frequency Percent


Satisfied 19 34.5

Neutral 16 29.1

Dissatisfied 7 12.7


Total 55 100

Inference:


of rest room for transit passengers. 21.8% of the respondents are highly satisfied,

34.5% of the respondents are satisfied, 29.1% of the respondents are neutral, 12.7%

of the respondents are dissatisfied, 1.8% of the respondents are highly satisfied.


Table – 27

WHEEL CHAIR

63

Wheel Chair Frequency Percent


Satisfied 23 41.8

Neutral 13 23.6

Dissatisfied 2 3.6


Total 55 100

Inference:


of wheel chair. 27.3% of the respondents are highly satisfied, 41.8% of the




Chart – 27

WHEEL CHAIR

64


NeutralDissatisfied

Highly Dissatisfied

0

5

10

15

20

25

30

35

40

45

Frequency Percent

Table – 28

GROUND STAFF APPROACH

65

Ground Staff Frequency Percent


Satisfied 14 25.5

Neutral 17 30.9



Total 55 100

Inference:


of ground staff approach. 18.2% of the respondents are highly satisfied, 25.5% of the



Majority of the respondents are neutral (30.9%)

Chart – 28

GROUND STAFF APPROACH

66

Highly Satisfied Satisfied Neutral Dissatisfied0

5

10

15

20

25

30

35

Frequency Percent

Table – 29

OVERALL SATISFACTION

67

OS Frequency Percent


Satisfied 22 40.0

Neutral 19 34.5

Dissatisfied 1 1.8


Total 55 100

Inference:


of overall satisfaction. 21.8% of the respondents are highly satisfied, 40.0% of the




Chart – 29

OVERALL SATISFACTION

68


NeutralDissatisfied

Highly Dissatisfied

0

5

10

15

20

25

30

35

40

Frequency Percent

CHAPTERS – 4

FINDINGS, SUGGESTIONS AND CONCLUSION

FINDINGS:

69

Majority of the respondents are male. (85.5%)

Majority of the respondents belongs to the age group below 25. (45.5%)

Majority of the respondents are graduates. (43.6%)

Majority of the respondents are others. (49.1%)












Majority of the respondents are neutral. (40%)

Majority of the respondents are dissatisfied. (29.1%)






70






Majority of the respondents are neutral (30.9%)


71

SUGGESTIONS

I suggest that to increase Indian airlines services.

Immigration staffs attitude is bit harsh sometimes they show the face.

Airline staff should kindly understand the passengers situation of the

behave and be kind to all. They should speak politely to everyone.

Improve the maintenance of environment factor like. A/C, Bathing room

and ect.,

It must to improve and maintain international standard level of facilities

and services.

72

CONCLUSION

Our Chennai airport facilities are satisfied except few facilities like religion

faith room and price of retail out lets products.

Still our airport to be updated the facilities in periodic wise and maintain in

formation stranded of facilities.

Similarly the airport has to introduce more retail out lets various scale and

standards. The Chennai airport has included new facilities and infrastructure.

The international standard level of facilities and services in Chennai airport to

be developed and properly maintained.

73

BIBLIOGRAPHY

BOOKS:

1. Pillai RSN, Bagavathi: Modern marketing principles and practices, Sultan

chand ana company ltd, New Delhi

2. Sherlekar S.A: marketing Management, Himalayan Publishing House,

Mumbai

3. Sherlekar S.A: Normally Prased K. Salvakone Victor S.J Principles of

Marketing, Himalayan House, Mumbai.

4. Research Methodology –

WEBSITES:

www.google.com

www.shodhganga.inflibnet.ac.in

www.marutisuzuki.com

74

CHAPTER – 5

QUESTIONNAIRE

A STUDY ON AIR TRAVELLER’S PERCEPTION TOWARDS

AIRPORT SERVICES AT CHENNAI

QUESTIONNAIRE

Personal Information:

Name :

Native Place :

Gender : Male Female

Age : Below 25 26-35 36-45 46-55 Above 55

Education : SSLC Graduate Professional courses Others

Occupation : Business Government Emp. Private Emp.

Others

Experience in Air Travel: _________________

75

S.NO Particulars HS S N DS HDS1 Parking Facilities

2 Check In

3 Baggage Trolley & Screening

4 Queuing for immigration and security

5 Immigration Staff Attitude

6 Waiting Hall facilities

7 Announcement about flight

8 Flight information Screens

9 Displaying emergency contact numbers

10 Restaurant Facilities inside the Airport

11 Price for Food and Drinks

12 Duty free shops

13 Money changer office

14 ATM facilities

15 Internet & Wi-Fi facilities

16 Religious faith room facilities

17 Toilet facilities

18 Terminal cleanliness

19 Medical facilities

20 Guidance facilities

21 Tele communication facilities

22 Rest room for transit passengers

23 Wheel chair

24 Ground staff approach

25 Overall satisfaction

Any other Suggestions:

HS- Highly Satisfied S- Satisfied N- Neutral DS- Dissatisfied HDS- Highly dissatisfied

76

Chapter 1,2,3,4,5

Documents

Transcript of Chapter 1,2,3,4,5