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首页> 外文期刊>International Journal of Basic and Applied Sciences >Assessment of perceived service quality using servqual mod-el: a case study of Pakistan international airline (PIA) in-flight hospitality
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Assessment of perceived service quality using servqual mod-el: a case study of Pakistan international airline (PIA) in-flight hospitality

机译：使用servqual模型评估感知服务质量：巴基斯坦国际航空公司（PIA）机上接待的案例研究

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The service industry is rapidly growing worldwide with latest and sophisticated tools and strategies for satisfaction of their ultimate customers. Provision of an exceptional service is the lifeblood of airline survival, with the airline’s mid-flight operations being the most crucial fragment of the whole service encounter. This study hence quantifies and weighs the perceived service quality against the desired service quality expected by the customers of Pakistan International Airlines during flight operations, through the 5 main dimensions of SERVQUAL exemplified by the 30 service attributes. The main objective of this study is to find out gap between perceived service quality and expected service quality. This research is quantitative in nature, Factor Analysis and one sample T-Test were used for analysis of data and close-ended questionnaires were used to collect the data from sample of 120 passengers who travelled through PIA at least once is last 12 months. According to the results shown by the Factor Analysis, 8 components were retained or extracted out of 30 variables; all the variables have high correlation with components as overall correlation measured by Factor Analysis is 0.804 which is excellent in the practice. According to KMO and Bartlett’s test, the sampling accuracy remained .857 which is quite good measurement. In addition to that, one sample T- test shows that variable Assurance scores 2.88 average mean perception out of 3.0 average mean expectation touches the expectations but not up to desire level of quality. However, other variables like responsiveness, Empathy, Reliability and Tangibility score 2.78, 2.67, 2.67, and 2.64 respectively. Average Mean Difference Gap (P-E) shows variable Assurance reveals low level of gap -0.12. However, this does not fill the quality gap of minimum 3.0 of Average Mean Expectation. This study exhibits tremendous service gap in other variables as Responsiveness -0.22, Empathy -0.33, Reliability -0.33 and Tangibility possesses -0.35 in terms of Average Mean Difference Gap. The necessity of this research study was deeply felt as a thin of number of passengers prefers PIA services. The service quality of PIA is diminishing with poor service strategies, insufficient facilities and lack of inflight hospitality measures for passengers; therefore, this research will help the key decision makers to identify the areas to improve, and take necessary remedial actions.
机译：服务行业在全球范围内迅速发展，其最新和完善的工具和策略可以使最终客户满意。提供卓越的服务是航空公司生存的命脉，而航空公司的飞行中运营是整个服务遭遇中最关键的部分。因此，本研究通过SERVQUAL的5个主要维度（以30种服务属性为例），将感知的服务质量与巴基斯坦国际航空公司的客户在飞行过程中期望的期望服务质量进行了权衡。这项研究的主要目的是找出感知服务质量与预期服务质量之间的差距。这项研究本质上是定量的，因子分析和一个T检验样本用于数据分析，封闭式问卷调查用于收集来自过去12个月至少一次通过PIA的120名乘客的样本的数据。根据因素分析显示的结果，从30个变量中保留或提取了8个成分;所有变量与组件之间的相关性都很高，因为通过因子分析测得的整体相关性为0.804，这在实践中是极好的。根据KMO和Bartlett的测试，采样精度保持为.857，这是相当不错的测量。除此之外，一项T检验样本显示，在3.0的平均期望值中，可变的Assurance得分平均得分为2.88，与期望值相符，但未达到期望的质量水平。但是，其他变量，如响应能力，同理心，可靠性和可塑性分别分别为2.78、2.67、2.67和2.64。平均均差差距（P-E）显示变量保证揭示了低水平的差距-0.12。但是，这并未填补平均期望值的最小值3.0的质量缺口。这项研究在其他变量上显示出巨大的服务差距，例如，响应平均-0.22，同理心-0.33，可靠性-0.33和可切性具有-0.35的平均均差。由于只有一小部分乘客喜欢PIA服务，因此深深地感到了这项研究的必要性。 PIA的服务质量因服务策略不佳，设施不足以及缺乏机上旅客接待措施而降低;因此，这项研究将帮助关键决策者确定需要改进的地方，并采取必要的补救措施。

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