Exploring the Airline Companies Working in Pakistan and Consumer Satisfaction

Abstract

Pakistan Airline industry faces competition with not only international airlines but also within local airlines on the various routes to the Middle East and the Gulf. Previous researches were also read thoroughly to have knowledge about what passengers want ji"om their flying experience. Due to severe competition and increasing oil prices, international aviation industry regulations and some internal factors such as different services of satisfaction, mishandling of resources both in case of manpower and other resources. The theOl'y used in this research is 'expectation confirmation theOl'y' which is that before experiencing anything people have desire and expectation and after experiencing it, they have opinion about it. Aviation industl'Y is fClcing a deep business failure but within that failure they still have to try their best compete with their competWon and make their costumers satisfied. The researcher conducted quantitative research method by taking sample size of total hundred respondents were involved in this research those had a domestic flying experience in the selected airlines. The present research is done to !mow about the current situation of Pakistan airline industry that is Airblue, Shaheen, PIA, Serene and the factors declining the services of the organization. The result of this research indicated that poor management, lack of service provisions are some of the factors identified through this piece of research which determines the most affable airline of Pakistan domestic airlines.