Evaluating service quality in the airline industry : a case study of Royal Nepal Airlines Corporation | |
| Author | Shrestha, Rajendra Kumar |
| Call Number | AIT Thesis no. ISE-97-51 |
| Subject(s) | Airlines--Nepal Royal Nepal Airlines Corporation Airlines--Customer services |
| Note | A thesis submitted in partial fulfillment of the requirements for the degree of Master of Engineering, School of Advanced Technologies |
| Publisher | Asian Institute of Technology |
| Series Statement | Thesis ; no. ISE-97-51 |
| Abstract | This study is based on a case study on evaluating the service quality of Royal Nepal Airlines Corporation (RNAC). The objective of the study is to assess and evaluate the service quality provided by RNAC and provide recommendations to improve it. three questionnaire are prepared after some modifications based on SERVQUAL model and respondents are from three different groups, namely, managers, employees and customers. The primary data are analyzed for reliability and validity of measuring scale. Then the reliable and valid scale items are considered for further quality analysis. After a gap analysis taking customers' expectation as a benclrnrnrk and importance of each item as weight, it is found that more or less all the five gaps suggested by SERVQUAL model are existing in RNAC. So there is a need of cultural change, led by management and driven by employees. |
| Year | 1997 |
| Corresponding Series Added Entry | Asian Institute of Technology. Thesis ; no. ISE-97-51 |
| Type | Thesis |
| School | School of Advanced Technologies (SAT) |
| Department | Department of Industrial Systems Engineering (DISE) |
| Academic Program/FoS | Industrial Systems Engineering (ISE) |
| Chairperson(s) | Paul, H.; |
| Examination Committee(s) | Pandey, P. C.;Nagarur, N. N.; |
| Scholarship Donor(s) | Asian Institute of Technology Partial; |
| Degree | Thesis (M.Eng.) - Asian Institute of Technology, 1997 |