2015
DOI: 10.1108/ijqrm-07-2013-0110
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An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

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Cited by 104 publications
(87 citation statements)
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References 54 publications
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“…Ali et al [6] Study the Pakistanis and foreigners' customers evaluated the service quality of Pakistan International Airlines (PIA), have argued the primary concern of marketers be to attract and retain customers. The field of relationship marketing mains based on customer satisfaction, perceived quality of service, Price, trust and organisational commitment.…”
Section: Literature Reviewmentioning
confidence: 99%
“…Ali et al [6] Study the Pakistanis and foreigners' customers evaluated the service quality of Pakistan International Airlines (PIA), have argued the primary concern of marketers be to attract and retain customers. The field of relationship marketing mains based on customer satisfaction, perceived quality of service, Price, trust and organisational commitment.…”
Section: Literature Reviewmentioning
confidence: 99%
“…Customer turnover intentions bring adverse effects on brands' survival, decrease sales, lower profitability and sustainability in long run (Han & Sean, 2015). Customer turnover in local aviation industry resulting in inadequate profits, loss of market share, harming competitive abilities and increasing challenges for local flying carrier's survival (Ali et al, 2015). Therefore, brands prefer to adopt customeroriented approaches and engage customers in citizenship behavior to lower the turnover intentions of customers (Revilla-Camacho et al, 2015).…”
Section: Turnover Intentionsmentioning
confidence: 99%
“…The essence of a product and service brands' triumph lies in its customers. The brands which fail to put their fingers on the pulse of true customers' needs on right time ends up with loss of significant count of customers (Ali et al, 2015). Since customers are the lifeblood of running a business, the brands develop and promote customer-oriented strategies to reduce their customers' loss and their turnover intentions (Halbesleben & Buckley, 2004).…”
Section: Introductionmentioning
confidence: 99%
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