Impact of Work Routine on Customer Experience at IndiGo Airlines

The aviation industry is highly service-oriented, where employee work routines play a crucial role in shaping customer
experience. This study examines the impact of work routines on customer experience at IndiGo Airlines, India's leading
low-cost carrier. The research focuses on how structured schedules, workload management, shift patterns, and strict
operational procedures influence employee performance and, consequently, passenger satisfaction. Using the
SERVQUAL model framework, primary data was collected from 120 passengers via a structured questionnaire. The
findings validate that well-designed work routines enhance productivity, minimize delays, and fulfill the core brand
promise of a 'hassle-free' flight. However, the rigidity of these routines exposes a gap in empathetic complaint resolution.
The study concludes with actionable recommendations, asserting that effective human resource management, flexible
scheduling, and employee well-being initiatives are essential for IndiGo to maintain operational standards while
elevating the emotional resonance of its customer experience.