Examining the impact of service recovery on customer satisfaction and loyalty in the Indian Aviation Sector

Abstract

Customer service pressures are now higher in service organisations than ever before. No matter how excellent a company's service is, it might
still not meet consumers' increasingly high expectations, as today's consumers are more demanding yet less loyal. The airline industry in
particular is very complex, requiring airport, airline, and ground staff to collaborate closely to provide services to passengers. This study
investigates how service recovery affects customer satisfaction and loyalty in the Indian aviation sector. Structural equational modelling (SEM)
was used to analyse the relationships. A well-structured questionnaire was used to collect information from 388 passengers who had experienced
service failure in the recent past. Data was analysed using SPSS and AMOS. Before the application of SEM, Various tests were employed to
check the reliability (Cronbach's alpha) and validity (Convergent and discriminant) of the data. The findings confirm that service recovery
positively affects customer satisfaction and loyalty.