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.
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