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Measuring and Comparing the Desired and Actual Service Quality of Pakistan International Airline

Author

Listed:
  • Muhammad Farooq*

    (Postgraduate Center, Limkokwing University of Creative Technology, Malaysia)

  • Saeed Muhammad

    (Postgraduate Center, Limkokwing University of Creative Technology, Malaysia)

  • Valliappan Raju

    (Postgraduate Center, Limkokwing University of Creative Technology, Malaysia)

  • K. Ramanathan Kalimuthu

    (Postgraduate Center, Limkokwing University of Creative Technology, Malaysia)

  • Abdul Qadir

    (Assistant Director, Pakistan Housing Authority, Pakistan)

Abstract

Service quality is a critical component in any company’s performance. Bad service creates a lousy brand image in the eyes of customers which is difficult to remove. Pakistan International Airline (PIA), a well-known airline in Pakistan is receiving criticism from its passenger’s regarding service quality. However, there are very few studies focusing on the improvement of service quality of PIA. In this research, the authors have identified the critical components of customer satisfaction with the help of Parasuraman service quality model. The authors have identified the desired and actual quality gap. The study concludes that reliability and empathy are the top most essential components of customer satisfaction. There is a significant difference in all desired and actual components of service quality. The components which PIA needs immediate improvement are its ability to provide dedicated services and better food quality during flight.

Suggested Citation

  • Muhammad Farooq* & Saeed Muhammad & Valliappan Raju & K. Ramanathan Kalimuthu & Abdul Qadir, 2019. "Measuring and Comparing the Desired and Actual Service Quality of Pakistan International Airline," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 5(2), pages 484-490, 02-2019.
    • Handle: RePEc:arp:tjssrr:2019:p:484-490
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    References listed on IDEAS

    as
    1. Gupta, Himanshu, 2018. "Evaluating service quality of airline industry using hybrid best worst method and VIKOR," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 35-47.
    2. Tsafarakis, Stelios & Kokotas, Theodosios & Pantouvakis, Angelos, 2018. "A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 61-75.
    3. Seo, Eun-Ju & Park, Jin-Woo, 2018. "A study on the effects of social media marketing activities on brand equity and customer response in the airline industry," Journal of Air Transport Management, Elsevier, vol. 66(C), pages 36-41.
    4. Faisal Khalil-Ur-Rehman* & Muhammad Farooq & Tansholpan Bekmyrza & Waqar Younas & Valliappan Raju, 2018. "Investigating the Factors Impacting the Student Satisfaction With the Universities: A Comparative Study of Malaysia and Pakistan," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 117-126:2.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. Muhammad Farooq & Valliappan Raju, 2019. "Impact of Over-the-Top (OTT) Services on the Telecom Companies in the Era of Transformative Marketing," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 20(2), pages 177-188, June.
    2. Muhammad Farooq & Valliappan Raju, 2019. "Want to Stay the Market Leader in the Era of Transformative Marketing? Keep the Customers Satisfied!," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 20(3), pages 257-266, September.

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