Abstract
In India, the domestic airlines industry is going through an interesting phase with three-way competition among Indian Airlines, Jet Airways and Air Sahara and the possibility of emerging competition from budget airlines in the future. This article examines two areas related to the domestic airlines industry: the market dynamics of the industry and some aspects of customer satisfaction. The changing market dynamics over the last few years and its various causal factors are also seen. The initial findings of a research study are highlighted and the relative importance of satisfaction variables and the linkage between customer satisfaction and future usage are examined.
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