Browsing by Author "Momina Arshad"

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    Impact of Emotional Intelligence of Staff on Passenger Retention.
    (UMT, Lahore, 2024) Momina Arshad
    In the airlines of Pakistan, the emotional intelligence of staff have great impact on passenger retention. The dimensions like self-awareness, self-regulation, motivation, empathy and social skills, leads to passenger’s diffident satisfactory levels and thus, impact their retention ratio. This research highlights the mediating effect of the passenger satisfaction on the relationship between EI of staff and passenger retention, in airline industry of Pakistan. The theory of service-profit chain, shows the unique relationship between EI of staff, passenger satisfaction and retention. The data was has been collected from passengers of PIA, AirBlue, AirSial Serene Airs and Flyjinnah, from Allama Iqbal International Airport, Lahore, by using an adapted questionnaire. The sample size consist of 250 passengers, the quantitative research analysis was carried out using the SPSS software, and the hypothesis were tested. The findings shows a direct and positive relationship between emotion intelligence of staff and passenger retention, in Pakistani airlines.