Impact of Service Quality on Customer Demand in Airline Industry: A Study on British Airline

TASK 4
Research project
To critically ascertain the impact of service quality on
customer demand in airline industry:
A study on British Airline.

Aim and objective
Aim
To critically ascertain the impact of service quality on customer
demand in airline industry: A study on British Airline.
Objectives
To critically study the concept of service quality with reference
to the airline industry.
To ascertain the importance of service quality for British
Airways.
To determine the relationship between service quality and
customer demand for British Airlines.
To recommend new method through which service quality of
British Airways can be improved to hold back the customer
demand of company.

Research methodology
Research design: Conclusive
Research approach: Inductive
Data collection: Primary (Questionnaire), Secondary (Books,
journals, past researches, company data and news articles )
Sampling: 40 customers of British Airways
Data analysis: Qualitative (Themes)

Theme 1: Customers are using airline services of British
Airways for 3 years and above.
Less than one year
1 to 2 years
2-3 years
More than 3 years
0
2
4
6
8
10
12
14
16
Customers are using airline services of British Airways for 3
years and above
Number of respondents