Understanding the customer preferences of non-scheduled operators in India

Abstract It is important for the service providers to understand the expectations of the customers to be more competitive in the market. The study aims to understand the customer preferences in the non-scheduled operators in the Indian market. A self-administered questionnaire was shared with 480 customers about their preferences and expectations from the non-scheduled operators. This study presents pioneering research in the field of charter industry in the Indian aviation sector. The results of this study provide a contribution towards a better understanding of the customer segment, so that the charter companies can mold their strategies to address the needs of the customers and be more profitable. This study also tries to understand the current satisfaction level of the clientele. The study also finds which initiatives would encourage customers to choose a non-scheduled operator. The author could not find any research done in the non-scheduled segment of the aviation industry and therefore, this study is one of its kind in the entire Indian sub-continent and will become a basis of future researches in this field.