Cabin Service Quality Comparison on Passengers Satisfaction Level Between PIA & Airblue
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Date
2020
Journal Title
Journal ISSN
Volume Title
Publisher
UMT, Lahore
Abstract
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.