Browsing by Author "M. Mubeen Tariq , Mahnoor Tahir and Bisma Ghulam Ali"

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    Assessment of the Level of Service at Sialkot International Airport:.
    (UMT, Lahore, 2021) M. Mubeen Tariq , Mahnoor Tahir and Bisma Ghulam Ali
    This study aimed to evaluate Service quality and assessed passenger satisfaction at Sialkot International Airport by exploring twenty-three service quality attributes which were grouped into seven dimensions i.e., Access, Check-in, Security Screening, Airport facilities, Orientation, Airport Comfort, and Services. Airports are the place where the passengers interact with the airport services and the whole impression of the airport and have a major role in the satisfaction of the services. The data collection was done by surveying the airport adopted from the previous study and used a convenience sampling technique which means this study collects data from those respondents who were easily available. The survey was conducted on the Likert scale-based questionnaire from 204 international departing passengers which were used to evaluate the overall service quality of Sialkot International Airport. This research uses a quantitative approach and data were analyzed by using Statistical Package for the Social Sciences (SPSS) software (version 26.0) through which mean, standard deviation, and Cronbach Alpha value were calculated of the different variables of service quality. Findings show that there were some service quality variables from which passengers are fully satisfied such as enplaning curbside, parking facilities, security screening waiting time, security screening thoroughness, signs to airport facilities, flight information screens at the terminal, and availability of baggage trolleys as these were the attributes which were highly rated by the passengers but some of the services such as availability of electrical outlets, internet/wi-fi service, availability of restaurants/eating, availability of shopping facilities, restaurants or quality eating facilities value for money, and shopping facilities value for money were those from which passengers were not fully satisfied. This study describes the gap that how previous researches were only linked with airline-oriented services and researches that occurred on Sialkot International airport was based on its master plan, privatization, or architecture, this study fills the gap by researching how to assess service quality for international departing passenger at Sialkot International Airport.