customer satisfaction in pia

GROUP MEMBERS…

Wajid Ali&

Haifa Saleem

PRESENTED TO…

Ma’am Sana Ashraf

Hajvery University

Full Research Report is available at (www.scribed.com/wajid26)

PAKISTAN INTERNATIONAL AIRLINES (PIA)

الجواب - لوگ کمال باپرواز

Customers Satisfaction

CONTENTS

Introduction Research Methodology Data Collection Data Analysis Findings of Research Conclusion Recommendations

Great People to Fly With

INRODUCTION

Pakistan International Airlines (PIA) was formed in 1955

It is the flag carrier airline of Pakistan, based in Karachi

16th largest airlines in Asia

It has operating scheduled services to 36 destinations throughout Asia, the Middle East, Europe and North America

Also has an extensive domestic network linking 30 destinations

The airline is owned by the Government of Pakistan (87%) and other shareholders (13%)

It has 19,263 employees, 26 operational aircrafts, the Pakistan International Airlines fleet consists of 43 aircrafts



RESEARCH METHODOLOGY

We have used and preferred Quantitative Technique because it provided us convenience as it was less time consuming & low cost technique for us.

SAMPLE SIZE: Fifteen Respondents

SAMPLE AREA: Hajvery University (Euro Campus)

SAMPLE UNIT: Students from different Departments

SAMPLE TECHNIQUE: Simple Random Sampling

RESEARCH DESIGN: Exploratory and Descriptive




DATA COLLECTION

Data was collected by circulating a questionnaire contained 15 questions by us through our personal interaction with the respondents in the Hajvery University (Euro Campus), Lahore.

Secondary Data: The main source of gathering secondary data was internet and Pakistan International Airlines yearly officials report.

Primary Data: Researchers have conducted a survey for the

purpose of gathering primary data. The questionnaire was designed according to the needs of the research. For the purpose of filling the questionnaire the customers were selected randomly.




DATA ANALYSISالجواب - لوگ کمال با

پروازGreat People to Fly With

13%

33%33%

20%

ResponseBest GoodWorst Don't Recall

When we asked the respondents to rate the Reservation Services from PIA agent, we found…

20%

47%

26%

7%

ResponsePatriotism Low air fare Seats availabilityOthers

From respondents when asked for their Decision to Choose PIA for trip, we found…

CONT’Dالجواب - لوگ کمال با


When we asked the respondents about the punctuality of PIA in terms of Arrival & Departure, we found…

7%

20%

53%

20%

ResponseExcellent GoodPoor Worst

When respondents asked to rate the dealing of PIA with Delays and Cancellations, we found…40%

47%

13%

ResponseBest Good averagePoor Very poor



While inquiring about the satisfaction level of respondents for the services of PIA like Meals, Baggage Handling, we found…

33%

33%

33%

ResponseHighly satisfied SatisfiedNeither satisfied nor dissatisfied Dissatisfied

When it was asked from the respondents about the Staff Attitude of PIA, we found…47%

33%

20%

ResponseProfessional Non professionalDon't know Others



When we asked respondents about an Urgent Improvement in services provided by PIA, we found…

14%

60%

ResponsePIA ticket counter Meals qualityDelays & Cancellation Others

When the respondents asked for their willingness about the improvement in services & image of the PIA through Proposed Privatization, we found…

7%

33%60%

ResponseYes May or May notNo Don't know

FINDINGS OF RESEARCHالجواب - لوگ کمال با


The problem begun right from the reservation desk because almost 53% respondents complained about the poor services from PIA reservation agent.

Majority of respondents choose PIA for travel because of the price differences in other international carrier and PIA.

Around 60% respondents showed their utmost dissatisfaction towards the handling of PIA with delays & cancellations.

Almost 73% respondents were highly concerned about PIA’s punctuality in terms of arrival and departure.

The quality of meals, baggage handling and flight attendant’s services caused highly dissatisfaction among majority of respondents.


CONCLUSIONالجواب - لوگ کمال با


After conducting this research the we are able to say that the people of Pakistan want to travel through PIA but according to them they are compelled to travel by other airlines because of mentioned findings.

So it can be said that this is the time when the management and the Government of Pakistan need to take some serious steps towards the uplifting of PIA through improving their services quality and dealing properly & sincerely with the concerns shown by the majority of the respondents.

Also because Pakistan at this time is facing economic problems while PIA is proving a white elephant for the country’s economy, so if PIA can gets dependence from political influence & makes the desired improvements then the day is not far when it will start contributing in the country’s economy.


RECOMMENDATIONSالجواب - لوگ کمال با


PIA must train their reservation agents for better dealing with the passengers.

They must made improvements on urgent basis in the area of handling with delays and cancellations because inefficiency in this area making an ill-will of PIA in the minds of passengers.

For last many years people are complaining and questioning the punctuality of PIA in terms of arrival and departure so they must tackle with this problem on urgent basis.

PIA should not discourage its loyal customers by degrading them with their attitude.




Majority of passengers choose PIA because of low air fare so fares should be matched with other competitive airlines if not less.

Food quality should be improved because a large number of respondents were not happy with the quality of meals.

Government of Pakistan should go for the new subsidiary company of PIA because respondents are very hopeful for betterment in PIA structure through this move.

Government of Pakistan must drop the proposed plan of privatization of PIA because majority of respondents are not in favor of this move.



Thank You!



customer satisfaction in pia

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