systematisation of service delivery – the convenience of the ticket booking system, and responsiveness – how well problems were handled by the Jet Airways customer care if any took place, such as flight delays and any complaints the customers had. First of all, the question 1 of the questionnaire asked ‘How often the respondents travel with Jet Airways’. The responses were rated on the basis of the 4-point Likert - scale answer choices” 1 – Regularly, 2 – Often, 3 – Occasionally, 4 – Not very…
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