Service Quality And Customer Satisfaction

The book "Service Quality and Customer Satisfaction" offers a comprehensive analysis of the relationship between service quality and customer satisfaction, based on a comparative study between PIA and Emirates. The research examines how various indicators of service quality, such as reliability, safety, responsiveness, empathy, and tangible aspects, influence customer satisfaction. By using a well-designed questionnaire and a five-point Likert scale for data collection, a thorough analysis is presented based on a sample size of sixty individuals. The results indicate that Emirates performs better than PIA on most service quality indicators, suggesting higher customer satisfaction. These findings are significant for organizations looking to improve their service quality and maximize customer satisfaction.