Pre-Flight Service Expectations of Domestic Airline Passengers in Pakistan
Pakistan Business Review, 19(2), 394-410
17 Pages Posted: 30 Aug 2017
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
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