Impact of Emotional Intelligence of Staff on Passenger Retention.
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Date
2024
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Publisher
UMT, Lahore
Abstract
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.