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An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines: Findings from foreigners and overseas Pakistani customers

Faizan Ali (International Business School, Universiti Teknologi Malaysia, Kuala Lumpur, Malaysia)
Bidit Lal Dey (Newcastle Business School, Northumbria University, Newcastle, UK)
Raffaele Filieri (Newcastle Business School, Northumbria University, Newcastle, UK)

International Journal of Quality & Reliability Management

ISSN: 0265-671X

Article publication date: 5 May 2015

Abstract

Purpose

The purpose of this paper is to assess foreigners and overseas Pakistanis’ evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and its effect on customer satisfaction.

Design/methodology/approach

A convenience sample of 498 respondents was used to test the hypotheses of the study through structural equation modelling.

Findings

The results of this study indicate that all of the hypotheses are supported and customer satisfaction of PIA customers is influenced by all of the five service quality dimensions (AIRQUAL), including airline tangibles, terminal tangibles, personnel, empathy, and image.

Research limitations/implications

This research examines the relationship between service quality dimensions and customer satisfaction. The study focuses on the evaluation of overseas Pakistanis and foreigners regarding the service quality of PIA. The main limitation of this study is that it focuses on PIA: thus, the results cannot be generalised.

Practical implications

The results indicate that managers should focus on different dimensions of airline service quality in order to enhance customer satisfaction.

Originality/value

This study would enable PIA to have a better understanding of the effects of service quality, which will lead to passengers’ satisfaction and encourage the development of long-term relationships with their customers.

Keywords

Citation

Ali, F., Dey, B.L. and Filieri, R. (2015), "An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines: Findings from foreigners and overseas Pakistani customers", International Journal of Quality & Reliability Management, Vol. 32 No. 5, pp. 486-502. https://doi.org/10.1108/IJQRM-07-2013-0110

Publisher

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Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited