Understanding LCA service delivery and ASQ framework effectiveness for passenger's health and safety during COVID19 in Kolkata airport.

Abstract

The role played by LCA (low-cost airlines) in India has set a trend of economy travelling that has attracted a lot of aspirational consumers, increasing domestic air traffic in India in last three decades. The criticality of the service delivery amidst the cost pressures to meet passenger satisfaction is being tested during COVID19 LCA remains only mode of transport allowed in India, for domestic travel. The context of COVID19 protocols, and Kolkata airport ground operations preparations is tested on ASQ scale (33 dimensions). Findings show that Kolkata airport is the key service scape that helps the LCA passengers to express satisfaction linked to their expectation set. ASQ dimensions like Airport environment, Kolkata facilities, Finding your way, Arrival-dep services out of eight dimensions are valid, for LCA passengers in Kolkata airport ground service delivery environment. However, ASQ benchmarked scale needs to improve to capture COVID19 specifics in defining passenger satisfaction and reconsider including dimensions linking WHO mandate in the scale.