Today's Business Dynamics Is Very Fast

Today's business dynamics is very fast; environment is changing. To understandthe changing market behaviour the organization has to do a systematic study. A project work is a scientific and systematic study intended to catch the nerves of the problem or issue with the application of management concept and skills. We wereassigned to understand the customer's perception and attitude towards airlines.

The airline industry is facing tremendous changes linked to advances in Information and

Communication Technologies which revolutionize consumer behavior by enhancing the availability of information and simplifying the booking process. Though success for airlines lies in understanding changing needs of customers little research has been done on the decision making process of passengers. The aim of this paper is to explore how passengers prefer to obtain information, which information sources they perceive as trustworthy, which distribution channels are used for bookings and the evaluation of distinct product attributes. The Airlines industry was selected for an indepth analysis, and inteviews among airlines passengers was conducted in order to obtain up-to date insight into their decision making behavior. Results show that passengers carry out extensive information searches and stress the need for integrated marketing communication. A trend towards disintermediation and re-intermediation was observed. As far as specific product attributes are concerned, airlines passengers place the most importance on safety, punctuality, staff and the seat pitch.

So, for indepth analysis of consumer behavior through airlines I interviewed two persons who are regular customer of airlines services one is a professional in one of the biggest firm of finance and other is a doctor in government hospital.

Firstly, I interviewed a girl who is currently working as a senior manager in ERNST YOUNG, she has done her graduation from SRCC and her age is 28 and belongs to upper middle class family. She told me she regularly uses airline services as she used to visit many different places for official purpose and initially she used to pay the ticket prices and later she used to get it reimburse from the company. She also told me that as she is independent and very well settled all the decision for booking air tickets all solely taken by her.

She also told me that she consider advertisements while booking airline tickets and mass media influence her while booking tickets. She book tickets through internet through travelling agencies sites like ibibo, makemytrip and these sites have multiple airlines firms which help her to compare prices. So, internet plays an important role in selecting best airlines for her.

She also told me that using airlines services is very helpful to her as she uses it for official purpose and it saves lot of time of her and her company also.

While visiting travelling agencies sites she compares prices of various airline companies then decides which airline firm to select and she always take decision of selecting airline tickets carefully as she has to take in consideration various factors like how much time airline company take, at what price they are selling their tickets. These all factors are important as she usually uses airline services for official purpose in which factors like time and cost matter much. According to her, firstly she select airline with good advertisement and good brand