ANALYZING THE DIGITALIZATION FACTORS AFFECTING TO ENHANCE SERVICE QUALITY OF THE SRILANKAN AIRLINE

Abstract

This study was conducted to investigate and identify all digitalization factors affecting to service quality of the airline operation. Quantitative method was carried out with sample size of 160 respondents who travelled with SriLankan Airlines. With intensive and extensive studies have identified its essential to implement some advance technical implementation for defeat with Covid 19 pandemic situation. Some of those digital solutions are very brand new concepts to SriLanka and need considerable budget as well as advance technical knowledge to implement those new norms. Therefore it’s identified some digitalization factors unable to apply as it is when compare with other profitable airlines in the industry. Due to very limited articles and journals within aviation industry in south Asian region it may lead to some kind of research gap as well. Therefore outcomes of this research are very important to take some decision relating to new digital implementation process and decision making to policy makers. The survey result indicated that airline need to make special attention to deliver good customer services to passengers for improve the service quality of the airline operation.