Service Quality and Customer Satisfaction (Paperback)

The topic of the research was comparative study between PIA and Emirates on service quality and customer satisfaction. The purpose of the research was to investigate the relationship between two variables. The sample size of the research was sixty (60). The tool for data collection was a well designed questionnaire. Five point Likert (1-5) scale was used to measure the responses. Simple random sampling technique was used to collect data. Initially descriptive statistics was used and frequency distribution for questions was established. In the second phase, the effect of different indicators of service quality on customer satisfaction was analyzed through correlation. It was concluded that customer satisfaction is positively related with the service quality. The present study showed that the correlation values for Reliability, Assurance, Responsiveness, Empathy, Tangible, Food and Entertainment of Emirates were greater than PIA which indicated better service quality of Emirates. The results revealed that the organization must focus on all these indicators of service quality in order to maximize the customer satisfaction.