Assurance Of Airline Industry–
Employees’ knowledge and courtesy and their ability to inspire trust and confidence
Assurance relates to knowledge and accuracy of employees and their ability to convey trust and confidence. This dimension is of great significance for services where a customer perceives high risk and is not sure of the outcomes. The employees should have a positive morale & should be motivated if they have to promote the firm & create a sense of assurance in the flyer’s mind.
Jet Airways is generally considered the more customer friendly of the domestic airlines. The staff there is nicer to old people or little kids who might be travelling. Though Jet has a very young staff, so some of the members could possibly not match the kind of experience the Indian Airlines crew has. Suppose some senior citizen is travelling alone in an aircraft for the first time the crew should see to it that he is given proper instructions & is comfortably settled in his seat.
Besides this, after the September 11 crisis, there was a lot of scepticism in the fliers & to instill a little confidence in the consumer’s mind, the government paid greater emphasis on security in the aviation policy. This was all so that people would feel safe next time they traveled by air. `They would appoint a committee and look into the recommendations provided by them to better the security arrangements in the airplanes & airports.
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