Tangibles Of Airline Industry–
Appearance of physical facilities, equipment, personnel and written materials
Tangible features would be those physical features, which can be seen by the customer. These would be the physical proofs, which would help the customer to judge the quality of service. The customers evaluate the quality of these services on the basis of the tangibles provided by the service providers. The marketers of services emphasize on tangiblising the intangibles.
Incase of the airline it’d be the aircraft that the airline uses, how old they are, and the kind of facilities that are provided inside the aircraft or in the waiting area. The technology used for baggage handling. The coaches used to transport the customer to the aircraft, all of these speak leaps & bounds about the service provider. The kind of skilled staff that they have the uniform that the staff wears. The tangibles would also include the infrastructural facilities present at the airports. This is where we find most of the Indian airports lacking. They have no proper arrangements to handle the customers.
When we look at the aircraft fleet that is a very important tangible feature, and we find that Indian Airlines has a really ancient fleet of aircraft’s which doesn’t make it extremely safe as older planes are more prone to damage. Whereas, Jet Airways has the youngest fleet in the business.
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