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check-in counters was provided. Adequate information is .638 provided for the lost and found baggage. Baggage condition is .537 maintained properly ON BOARD SERVICES Cabin Staff .755 .688 Announcements / demonstration skills The staff on board were .661 professional in their approach Pilot Announcement was .600 clear. Availability of .506 Magazines & Catalogues Proper Announcements .437 on Cabin CABIN ATMOSPHERE Seating Arrangement .742 .604 Cabin Staff Grooming / .742 Appearance is neat Food & Beverage .734 Variants were interesting Cabin Temperature is .653 well maintained Comfort with the .515 Ambience It smells good inside the .449 CABIN CLEANLINESS AND SUPPORT SERVICES cabin Cabin Staff Attentiveness is pleasing Cleanliness of Rest Rooms is intact Proper Assistance is provided in the Cabin by the staff On board doctors were available in case of emergency Cleanliness of Cabin is appreciable .716 .497 FACTOR 1 Ten items like transactions through the website, ease of use, good service, fare details, informative, attractive, simple navigation were loaded under Factor one with loading range from 0.846 to .529. The alpha value for the first factor is .762 and the mean value is 2.68 which indicate that there is a strong level of agreement among the respondents for factor one. The items loaded under factor one emphasise the importance of website for customers. Hence the factor one is named as User friendly and Informative Website. .668 .647 .601 .407 www.theinternationaljournal.org > RJEBS: Volume: 02, Number: 09, July-2013 Page 58
FACTOR 2 Seven items like security of payments, best deals provided by agent, complete information are provided, 24 X 7 services, the best possible choice of flight provided, seat blocking facility, updating the details were loaded under Factor two with loading range from 0.838 to .572. The alpha value for the second factor is .731 and the mean value is 2.38 which indicate that there is a strong level of agreement among the respondents for factor two. The items loaded under factor two emerged as the important aspect of booking agent for customers. Hence the factor two is named as Booking and Reliable Agent. FACTOR 3 Items like proper communication, Sales staff approach, efficiency, friendliness and queuing time at sales counter were loaded under Factor three with loading range from 0.929 to .534. The alpha value for the third factor is .625 and the mean value is 3.46 which indicate that there is a strong level of agreement among the respondents for factor three. The items loaded under factor three gained the attention of sales office for customers. Hence the factor three is named as Sales Office. FACTOR 4 Items like security efficiency, boarding announcement is audible, customer baggage, arrival assistance, handling of luggage, and check-in counters were loaded under Factor four with loading range from 0.794 to .537. The alpha value for the fourth factor is .555 and the mean value is 3.81 which indicate that there is a strong level of agreement among the respondents for factor four. The items loaded under factor four attained the importance of good check in service for the customers. Hence the factor four is named as Check-In-Service. FACTOR 5 Items like announcement by cabin staff, plot, approach of cabin staff and availability of catalogues in cabin were loaded under Factor five with loading range from 0.755 to .437. The alpha value for the fifth factor is .688 and the mean value is 3.92 which indicate that there is a strong level of agreement among the respondents for factor five. The items loaded under factor five emphasise the importance of on board service for the customers. Hence the factor five is named as On Board Service. FACTOR 6 Items like comfortable ambience, seating, fragrance, appearance and temperature in cabin were loaded under Factor Six with loading range from 0.742 to .449. The alpha value for the sixth factor is .604 and the mean value is 4.12 which indicate that there is a strong level of agreement among the respondents for factor six. The items loaded under factor six emphasise the importance of comfortable cabin for the customers. Hence the factor six is named as Cabin Atmosphere. FACTOR 7 Items like cleanliness of cabin and rest rooms and availability, attentiveness and assistance of cabin staff were loaded under Factor Seven with loading range from 0.716 to .407. The alpha value for the seventh factor is .497 and the mean value is 4.27 which indicate that there is a strong level of agreement among the respondents for factor seven. The items loaded under factor seven gained the importance of neat cabin with good staff support for the customers. Hence the factor seven is named as Cabin Cleanliness and Support Services. MANAGERIAL IMPLICATIONS The study brings out a strong recommendation in assessing the dimensions that contribute in creating an experience in the context of airline and if replicated in the other services industry as well shall bring in lot more aspects related to experience creations. It is very much essential that a service organisation understands the dimensions that matter to create a delight and thus allows any organisation to put their www.theinternationaljournal.org > RJEBS: Volume: 02, Number: 09, July-2013 Page 59
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Table of Contents Articles THE GLOB
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The capital market of a country can
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Figure 1: Components of Indian Fina
Page 8 and 9:
esults as regards the stability of
Page 10 and 11: 10. Hasan, M., K., Haque, M., & Law
Page 12 and 13: In the first stage of development,
Page 14 and 15: References: 1. Krishnamacharyulu CS
Page 16 and 17: and the additional procedures neede
Page 18 and 19: TO FIND THE RELATIONSHIP BETWEEN ST
Page 20 and 21: Table No.8: Association between Inv
Page 22 and 23: The foremost factor to be considere
Page 24 and 25: economic and social. Some people ma
Page 26 and 27: eliance, and transparency (Gain Raj
Page 28 and 29: loans/borrowings has been invested
Page 30 and 31: Pressure Nowadays, management is in
Page 32 and 33: includes the red flags that were ex
Page 34 and 35: sec110.01). However, it did establi
Page 36 and 37: The Impact of Macroeconomic Factors
Page 38 and 39: Bajaj 2.53 0.003 4.38 0.24 1.68 -0.
Page 40 and 41: Nestle 2012 ITC 2012 Q1 -0.28 -0.28
Page 42 and 43: Suzuki 2011 .22 1.82 1.91 1.87 1.99
Page 44 and 45: performance performance From the ab
Page 46 and 47: 7 FINDINGS Risk Return Analysis In
Page 48 and 49: 1. Review of Literature Table 1: Su
Page 50 and 51: Building on the Markowitz framework
Page 52 and 53: NFL -4064 -8453 -2516 -3477 -1995 -
Page 54 and 55: Ochsner Robert C (1995), “Welcome
Page 56 and 57: quality measures the outcome of ser
Page 58 and 59: Out of 207 respondents, 108 respond
Page 62 and 63: esources to the best utilisation in
Page 64 and 65: ABSTRACT The State-Enterprise Exper
Page 66 and 67: Source: IE Singapore 2011/2012 Sing
Page 68 and 69: on a major property development pro
Page 70 and 71: given that the market at the time o
Page 72 and 73: Dunning, J. H., & Lundan, S. 2008.
Page 74 and 75: Table 1.Gross NPA of Nationalised B
Page 76 and 77: References 1.Internet Banking in In
Page 78 and 79: In addition, innovation implies inv
Page 80 and 81: esearch evidence by Mosey, Clare an
Page 82 and 83: 26. Nonaka, I., & Takeuchi, H. (199
Page 84 and 85: Similarly each organization is face
Page 86 and 87: working capital management impacts
Page 88 and 89: TABLE.2. SCHEDULE OF CHANGES IN WOR
Page 90 and 91: INTERPRETATION: The current ratio s
Page 92 and 93: INTERPRETATION: The working capital
Page 94 and 95: (Net worth =paid capital +reserve &
Page 96 and 97: Corporate Governance and Sustainabi
Page 98 and 99: quality. Derivation of this index w
Page 100 and 101: Environmental, and Natural Resource
Page 102 and 103: has a deeper message, one that has
Page 104 and 105: www.theinternationaljournal.org > R
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