Browsing by Author "Ali Haider, Hanzala Shahid"

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    Passengers Loyalty
    (UMT, Lahore, 2023) Ali Haider, Hanzala Shahid
    Purpose: This research aims to investigate the nature and strength of the relationship between service quality and passenger loyalty in the Pakistani airline industry. Additionally, it seeks to explore the mediating role of passenger satisfaction and the impact of price on passenger satisfaction and the relationship between service quality and passenger loyalty. The study also aims to identify the key factors influencing passenger satisfaction within the Pakistani airline industry. Methodology: The research adopts a quantitative approach and collects data through an online survey distributed to a random sample of passengers who have flown with Pakistani airlines in the past year. Service quality is measured using the AIRQUAL scale, focusing on the dimensions of airline tangibles, terminal tangibles, and empathy. The study examines the relationships between service quality, price, passenger satisfaction, and passenger loyalty using statistical analysis techniques. Findings: The findings reveal positive associations between service quality and price, service quality and passenger satisfaction, service quality and passenger loyalty, price and passenger satisfaction, and price and passenger loyalty in the Pakistani airline industry. The analysis indicates that passenger satisfaction mediates the relationship between service quality and passenger loyalty. Improvements in service quality led to higher levels of passenger satisfaction, which, in turn, results in increased passenger loyalty. Originality/Value: This research contributes to the existing body of knowledge by examining the relationships between service quality, price, passenger satisfaction, and passenger loyalty within the specific context of the Pakistani airline industry. The study provides valuable insights for airlines to enhance service quality, implement competitive pricing strategies, and foster passenger loyalty. By understanding these dynamics, airlines can improve customer retention and strengthen their market position in the highly competitive airline industry