• Pawanjot Kaur
• Dr. Sarang Narula

This paper analyzed the impact of customer relationship management (CRM) elements on customer satisfaction and loyalty. CRM is one of the crucial strategies which can be employed by the organizations to improve competitive advantage. Seven CRM factors used in this study are Customer focus, Responsiveness, Staff assistance, convenience, post-flight services, other relationship maintaining practices and customization services. The sample size consisted of 300 passengers from different districts of Punjab and Union Territory Chandigarh. Multiple regression analysis is used to examine the relationship of the CRM factors on satisfaction and loyalty. The finding shows that Customer Focus, Responsiveness and Convenience factor gives a significant impact on passenger satisfaction whereas customer focus, responsiveness, staff assistance, other relationship practices, and convenience significantly contribute to passenger loyalty.

Customer Relationship Management, relationship development, customer loyalty, customer satisfaction

"Impact of Customer Relationship Management on Passengers' Satisfaction and Loyalty in Indian Aviation Industry", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 4, page no.232-236, April-2019, Available :http://www.jetir.org/papers/JETIR1903F33.pdf

"Impact of Customer Relationship Management on Passengers' Satisfaction and Loyalty in Indian Aviation Industry", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 4, page no. pp232-236, April-2019, Available at : http://www.jetir.org/papers/JETIR1903F33.pdf