Airline Service Quality in Pakistan – A Customer Preferences Approach

Pakistan Business Review, 17(1), 99-112

14 Pages Posted: 30 Aug 2017

See all articles by Sartaj Qasim

Sartaj Qasim

Institute of Business Management (IoBM)

Date Written: April 6, 2015


This study attempts to identify the service and value factors that are given the highest importance by passengers travelling on domestic flights in Pakistan. A survey methodology involving personal interviews with 100 passengers was used on a convenience basis to gather the required information. This methodology has yielded data which was internally consistent in previous studies even though it is a non-probabilistic sampling technique. The study resulted in the following main findings. The results show that passengers of domestic flights in Pakistan attach the highest importance to the timeliness of flights. The next service dimension in order of importance was cabin service followed by cabin crew and convenience of booking.

Keywords: Airline Industry, Service Quality, Customer Preferences, Open Skies Policy, Gateways

JEL Classification: M30, R41, R48, Z32

Suggested Citation

Qasim, Sartaj, Airline Service Quality in Pakistan – A Customer Preferences Approach (April 6, 2015). Pakistan Business Review, 17(1), 99-112, Available at SSRN:

Sartaj Qasim (Contact Author)

Institute of Business Management (IoBM) ( email )

Plot # 84
Korangi Creek
Karachi, Sindh 75190


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