2020

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Browsing 2020 by Author "HAFIZ BABAR RIAZ and MUHAMMAD SALEEM"

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    Cabin Service Quality Comparison on Passengers Satisfaction Level Between PIA & Airblue
    (UMT, Lahore, 2020) HAFIZ BABAR RIAZ and MUHAMMAD SALEEM
    Air travel is always classified as the most intangible and tangible services provider industry all over the world (Kloppenborg, 1992). And measure the quality of services is more important to every airline to increase its revenue and customer loyalty with the airline (Chen, 2010). Service quality only measures to determine the efficiency, competitiveness, and growth for every airline in the world (Lin & Wu, 2011). Firstly, the team is using the methodology of the survey-based research method on the randomly selected passengers of Pakistan International Airlines & Airblue at Allama Iqbal International Airport Lahore. The methodology of survey-based is used because according to kinkpe CVA the survey methodology has the capacity of getting information from larger samples used to get a smaller sample size from a large population and used it to research and make generalizability on a larger population (Investopedia, 2020). The purpose of this study is to compare the passenger’s satisfaction level about cabin service quality, relevant to service quality dimensions (Tangibility and Empathy). These two-dimension elements have a significant impact on passenger satisfaction level about cabin service quality. After analyses, the results, elements under tangibility, and empathy show a positive tendency toward PIA and the negative tendency toward Airblue (travel I. , 2019). During the comparison of cabin service quality of PIA and Airblue, at some points, we got to see a huge difference between the elements and at some points very close differences between the elements. Customer satisfaction is the overall customer attitude toward a service provider (O. C. Hansemark and M. Albinsson, 2004). Passengers of PIA showed a positive tendency on each element as compare to Airblue while on the other hand passengers of Airblue showed a negative tendency on elements as compared to PIA passengers showed a high satisfaction level as compare to Airblue. We compared two different airline cabin services quality under tangibility and empathy, further research may be enhanced using other dimensions of service quality. As most of the elements of cabin service quality show a negative tendency toward Airblue, it should enhance their service quality looking at the market competition to satisfy the customers. The survey should be done by random sampling not by the snowfall sampling but due to Covid-19 we had to depend on it. As we have done a lot of work on it. We think there is maybe some more work that can be done if someone wants to survey the same research with different dimensions.