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FLIGHT OPERATIONS AND ENGINEERING FACILITIES These words are extracts from a statement issued by P.I.A. on 1st March, 1975. Having been to Pakistan as P.I.A.'s guest a year or so later I see no reason to change them.
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…
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.
A convenience sample of 498 respondents was used to test the hypotheses of the study through structural equation modelling.
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.
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.
The results indicate that managers should focus on different dimensions of airline service quality in order to enhance customer satisfaction.
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.
The purpose of this paper is to examine the antecedents of repurchase intentions in the Pakistani airline industry. Though research on repurchase intentions has…
The purpose of this paper is to examine the antecedents of repurchase intentions in the Pakistani airline industry. Though research on repurchase intentions has traditionally focused on service quality and satisfaction, recently scholars have proposed that word of mouth (WOM) and thin Pakistan’s airline industr trust also play a vital role in driving repurchase intentions for all services businesses.
The study employs structural equation modeling to examine the hypothesized relationships among antecedents of repurchase intention drawing on a data set of 383 customers listed as “frequent flyer members” within Pakistan’s airline industry.
The results revealed that service quality and trust are directly associated with repurchase intentions as well as through the mediator of customer satisfaction. The findings hold important implications for marketers and academics.
This study makes original contribution to the body of knowledge in the services marketing sector by investigating the effects of service quality and trust through the mediation of customer satisfaction and brand image, and the moderation of WOM factors on predictors of repurchase intention.
Purpose – The purpose of this paper is to evaluate the corporate social responsibility (CSR) content on corporate web sites and in annual reports, to identify the…
Purpose – The purpose of this paper is to evaluate the corporate social responsibility (CSR) content on corporate web sites and in annual reports, to identify the prevailing CSR dimensions and themes employed by the aviation industry of Pakistan. Design/methodology/approach – The authors use a qualitative content analysis of annual reports and corporate web sites to identify primary CSR dimensions and themes in the aviation companies in Pakistan. Findings – Only 13 out of 39 companies (or 33 per cent) clearly identified at least one CSR dimension in their financial reporting and/or on their web site. Overall content analysis revealed prevalence of two distinct CSR dimensions, including Social and Economic as well as Environment, and eight subsequent themes. Research limitations/implications – The present research is limited by a dearth of available CSR data in the aviation industry of Pakistan due to the lack of annual reporting and inconsistent web site information. An implication for future research is to support our rudimentary findings through in‐depth interviews and/or survey results. Practical implications – It is concluded that Pakistani aviation companies must increase CSR disclosure (CSD) in annual reports, in order to meet international requirements. Social implications – CSR information (in the aviation industry) is likely to raise public awareness about social, economic and environmental issues within the Pakistani society. It is subsequently likely to improve conditions for wider use of CSD within Pakistani companies. Originality/value – This is the first paper to analyze CSR disclosures within the aviation industry of Pakistan. The research adds value to the existing body of knowledge about CSR in developing countries, in particular within South Asia.
PAKISTAN: Political calculus shapes airline reforms
This exploratory study focuses on identifying the key cultural and other contextual influences that affect the process and outcome of commercial negotiations between…
This exploratory study focuses on identifying the key cultural and other contextual influences that affect the process and outcome of commercial negotiations between Pakistanis and Non‐Pakistanis. A survey of negotiators was conducted asking for information, based on their experience, about the business negotiation process involving Pakistanis and Non‐Pakistanis. Utilizing the studies of Hofstede, and Salacuse, the responses of Pakistani and Non‐Pakistani negotiators are analyzed and cultural traits displayed by Pakistani negotiators in international business negotiations are identified.