Pre-Flight Service Expectations of Domestic Airline Passengers in Pakistan

Pakistan Business Review, 19(2), 394-410

17 Pages Posted: 30 Aug 2017

See all articles by Sartaj Qasim

Sartaj Qasim

Institute of Business Management (IoBM)

Date Written: July 7, 2017


This study identifies the pre-flight service expectations given the highest importance by passengers on domestic flights in Pakistan. Their importance has grown due to the intense competition in the airline industry. The pre-flight services are an essential component of the journey experience and are likely to enhance the passengers’ satisfaction. A survey methodology involving personal interviews of domestic passengers was used to gather the required information. Passengers in Pakistan accorded highest priority to the provision of trolleys followed by porter services and ticket offices. The study recommends airlines to develop their marketing strategy based on customer-centric communication and development of a service recovery process.

Keywords: Airline Industry, Pre-Flight Service Quality, Customer Expectations, Customer Satisfaction, Service Recovery

JEL Classification: M30, R41, R48, Z32

Suggested Citation

Qasim, Sartaj, Pre-Flight Service Expectations of Domestic Airline Passengers in Pakistan (July 7, 2017). Pakistan Business Review, 19(2), 394-410, Available at SSRN:

Sartaj Qasim (Contact Author)

Institute of Business Management (IoBM) ( email )

Plot # 84
Korangi Creek
Karachi, Sindh 75190


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