Analysis of Service Quality of Biman Bangladesh Airlines

Abstract

ABSTRACT Service provided by air transportation is the standard mode of transportation around the world. Bangladesh air transportations provide different qualities in air transportation service for their travelers or passengers. This research paper provides level of service quality of Biman Bangladesh Airlines for their passengers. The purpose of this study is to investigate the passengers overall satisfaction level on Biman Bangladesh Airlines. Passengers travel to various destinations like domestic destination as well as international destination through Biman Bangladesh Airlines. Passengers desire the quality service from Biman Bangladesh Airlines both dimentions. Passenger’s satisfaction is widely varied in accordance with the quality of the service, appearance of the aircraft, fare of the routes, schedule of flight, and charges and refund policies. A structured questionnaire was developed to collect required primary data based on passengers’ perception over Biman Bangladesh Airlines service. Questionnaire analysis was performed to identify the dimensions that are likely to direction passenger satisfaction evaluation. The outcome of the analysis helps to identify particular factor that helps to understand the passengers’ satisfaction over such varied factors. The findings are expected to help the Biman Bangladesh Airlines authority to address the gap and to improve satisfaction level for their passengers.