Indian aviation industry has transformed significantly, transitioning from centrally
regulated sector to more liberalized one. Studying service quality is important for continuously
enhancing passengers’ experiences, creating competitive advantages and attaining operational
efficiency in the age of competition. The present study analyses the service quality and passengers’
satisfaction and their interrelationship in airlines flying from Silchar airport as no study has been
undertaken on service quality of airlines operating from Silchar airport. Further, the study also
examines the impact of service quality and passengers’ satisfaction. The study focuses on 286
individuals who have travelled from Silchar Airport. To collect data, a structured questionnaire
with seven-point Likert scale was utilized. Statistical tools, such as, descriptive statistics, one way
ANOVA, correlation coefficient and multiple regression have been used for the present study. The
study reveals that service quality dimensions have positive and significant impact on passenger
satisfaction.

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