INTRODUCTION

In 1953, a new dream took shape- to airlink the vast south Asian sub continent by a single, modern and efficient airline. The airline was Indian airlines. Today Indian airlines, together with its fully owned subsidiary alliance air, is one of the largest regional airline systems in Asia with a fleet of 62 aircraft. Indian airlines has been setting the standards for civil aviation in India since its inception in 1953. It has many firsts to its credit. Indian airlines total staff strength of 18562 employees. Its annual turn over is 4,000 crores

SWOT ANALYSIS
Strength: It is fully owned by the central government. It is well known for its providing good food in world

wide.
Its annual turnover is INR 4,000 crores. Total staff strength is 18,562 employees.

Weakness:They recruited more man power. Stiff to face the private sector. Lack of effective advertising and promotions. Business class people have to wait for plane & poor

entertainment a factor affecting.

Opportunity: It is an very oldest & reputed company in India, it can

adopt a new strategy to acquire the market.

It can merge with other airline industry.

Threats: Indian airlines is facing the major competitors like, Air

Sahara, Jet airways, air India, Lufthansa, emirates and air Deccan. The customers are dissatisfied with their service. their is a chance to make privatisation.

Questions

1.Expectations of the customers are: They need entertainment in business class & time management. Well Communication should needed.

The quality of service should be improved.

2.What are the perception of the customers? The customers are dissatisfied with the services provided by the Indian airlines. They have not updated the technology according to the present generation.

3. Are the understanding of the customers right from the point of view of indian airline? The requirements asking by the customers of Indian airlines is right from the point. By providing the quality services to the customers ,it can be improved. And they have to know the needs and wants of the customers.

4.Use service quality model to analyze the gaps? If I am the Vijay, I will make company to involve in the promotional activity and provide the better service to the customers. To create brand name in the air line industries, By improving the time management.

CONCLUSION
In this case Indian airlines is showing the negligence towards their customers, they are not providing quality service to the customers. And they are not maintaining the time management. So they have to improve all areas to provide a better quality service to create a brand name in the society.

THANK YOU