GAP Analysis
Gap analysis of Indigo airline: On time every time.
Indigo promotes three major things as a part of its advertisisng- on time performance, affordable fares and hassle free passenger experience.
There are many factors that affect passengers such as, flight delays, misbehaviour by staff, etc. and they result in a complaining behaviour. Whereas, there are so many situations wherein situations can‟t be controlled such as, weather problems, technical fault, etc. Although these situations are not in control but can reduce the complaining behavior which depends on “how situation is handled by airline staff”.
However, genuine customers’ complaint can enhance service quality of airlines. Some airlines have customer feedback form for rating of the services rendered by them and feedback helps the airline industry in identifying its strengths and weaknesses.
Gap analysis of Indigo Airlines deals with namely the following gaps which are discussed in details as follows:
a) Customer Gap: Indigo can work upon their advertising and promotional activities so as to make their customers more aware about their schemes and offers.
b) Performance Gap: There can be more frequent flights to common destinations. Also Indigo can work upon their huge costs incurred to keep the environment of airlines clean. Customers should be conveyed the concerns of cleanliness.
c) Service device and standards gap: Some customers often complain about the comfort standards in the economy class of Indigo Airlines. There have been complaints regarding customers being disappointed about the late food delivery by the air staff.
However, genuine customers’ complaint can enhance service quality of airlines. Some airlines have customer feedback form for rating of the services rendered by them and feedback helps the airline industry in identifying its strengths and weaknesses.
d) Listening gap: It is heard many a times that employees of Indigo Airlines do not communicate in the upward direction and thus
Indigo promotes three major things as a part of its advertisisng- on time performance, affordable fares and hassle free passenger experience.
There are many factors that affect passengers such as, flight delays, misbehaviour by staff, etc. and they result in a complaining behaviour. Whereas, there are so many situations wherein situations can‟t be controlled such as, weather problems, technical fault, etc. Although these situations are not in control but can reduce the complaining behavior which depends on “how situation is handled by airline staff”.
However, genuine customers’ complaint can enhance service quality of airlines. Some airlines have customer feedback form for rating of the services rendered by them and feedback helps the airline industry in identifying its strengths and weaknesses.
Gap analysis of Indigo Airlines deals with namely the following gaps which are discussed in details as follows:
a) Customer Gap: Indigo can work upon their advertising and promotional activities so as to make their customers more aware about their schemes and offers.
b) Performance Gap: There can be more frequent flights to common destinations. Also Indigo can work upon their huge costs incurred to keep the environment of airlines clean. Customers should be conveyed the concerns of cleanliness.
c) Service device and standards gap: Some customers often complain about the comfort standards in the economy class of Indigo Airlines. There have been complaints regarding customers being disappointed about the late food delivery by the air staff.
However, genuine customers’ complaint can enhance service quality of airlines. Some airlines have customer feedback form for rating of the services rendered by them and feedback helps the airline industry in identifying its strengths and weaknesses.
d) Listening gap: It is heard many a times that employees of Indigo Airlines do not communicate in the upward direction and thus