A study on inflight service quality of Srilankan Airlines as perceived by Maldivian passengers / Aminath Nuzula

Abstract

The main purpose of this research study is to assess the perceptions and expectations of inflight service quality in Srilankan airlines among Maldivian passengers. This study has also identified the areas where service needs to be improved in Srilankan Airlines. The main purpose of this research was achieve using three research objectives.
This study comprises of six main chapters; introduction, literature review, methodology, research findings and analysis, discussion of research findings and conclusion & recommendation.
The introduction chapter comprises of an overview of the Srilankan airlines operation in Maldives, research background, research purpose and aims, research objectives, research hypothesis and the significance of the study.
The literature review chapter comprises of literature findings of past studies related to measuring service quality of Airlines using different models, especially with the help of SERVQUAL, theoretical frameworks and a review of all the literatures. The literature reviews were compiled from materials available from online articles, online journals, and books and from other available online resources.
The research methodology chapter comprises of main five areas; research design, population and sampling, instrumentation, data collection, data analysis, reliability, validity, confidentiality, ethical considerations that were maintained throughout the study and the framework of data analysis.
In the fourth chapter, findings and analysis of the research questionnaire is presented. All the objectives of the research objectives were achieved through hypothesis testing. The data required for hypothesis testing were gathered by using several questions from the questionnaire.
The fifth chapter, discussion chapter, includes a critical discussion of research findings. These discussions were carried out referring to the chapter two.
Finally, in the sixth chapter, the conclusion of the study and recommendations based on the research findings in relation to objectives were given.