This study aims to identify the major problem areas related to the
passenger service quality in Indian Airlines before and after the
corporate restructuring. For this purpose a descriptive research has
been conducted with the help of personal interview and close ended
questionnaire on the basis of 11 parameters of passenger service
quality. Data has been collected from 106 passengers. Factor analysis
and Chi- Square Test have been used with the help of SPSS software
to analyze the data and to identify the most fragile areas related to
passenger service quality in pre and post restructuring and compare it
with the significant areas of private airlines operating in India.This
study identifies several technical problems along with human factors
because of which IA has not yet achieved the desired state of performance
to retain their existing position or to regain their previous status.

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