تلخیص
The underlying aim of this research article is to gain insights into
prevailing level of the service quality of Pakistan International Airline
(PIA). Service Quality of any airline is an established forerunner of
passenger satisfaction and passenger loyalty. Passengers’ and front line
employees’ perceptions on various dimensions of the service quality
were obtained through self-administered questionnaires and the factors
antecedents to passenger loyalty were determined. The key findings of
the research confirm that PIA service quality is near to average which
shows a waning state of its passenger satisfaction and loyalty. The
Research not only enriches the existing literature in services marketing
and consumer behavior rather it also contributes in facilitating PIA
administration in their efforts to rebuild their customer relationship
thereby repositioning airline in its strategic group
Qadar Bakhsh Baloch, Janat Jamshed, Gohar Zaman. (2014) Enhancing Service Quality & Reviving Competitiveness of Pakistan International Airline, Abasyn Journal of Social Sciences, Volume-07, Issue-2.
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