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INTRODUCTIONIn 1953, a new dream took shape- to airlink the vastsouth Asian sub continent by a single, modern andefficient airline. The airline was Indian airlines.

Today Indian airlines, together with its fully ownedsubsidiary alliance air, is one of the largest regional airlinesystems 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 is4,000 crores

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SWOT ANALYSISStrength:- 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.

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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 & poorentertainment a factor affecting.

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Opportunity:-

It is an very oldest & reputed company in India, it canadopt a new strategy to acquire the market.

It can merge with other airline industry.

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Threats:-

Indian airlines is facing the major competitors like, AirSahara, Jet airways, air India, Lufthansa, emirates and air

Deccan.

The customers are dissatisfied with their service.

their is a chance to make privatisation.

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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.

Questions

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2.What are the perception of the customers?

The customers are dissatisfied with theservices provided by the Indian airlines.

They have not updated the technologyaccording to the present generation.

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3. Are the understanding of the customers right from thepoint of view of indian airline?

The requirements asking by the customers of Indian

airlines is right from the point. By providing the qualityservices to the customers ,it can be improved. And theyhave to know the needs and wants of the customers.

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4.Use service quality model to analyze thegaps?

If I am the Vijay, I will make companyto involve in the promotional activityand provide the better service to the

customers. To create brand name in theair line industries, By improving the timemanagement.

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CONCLUSION

In this case Indian airlines is showing thenegligence towards their customers, they arenot providing quality service to thecustomers. And they are not maintaining thetime management. So they have to improveall areas to provide a better quality service to

create a brand name in the society.

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