Pia Management

In: Business and Management

Submitted By sumbal
Words 6649
Pages 27
Introduction:

Pakistan International Airlines Corporation (PIA) is the first appreciable company of Pakistan in Airline industry; it was founded in 1946 as Orient Airways, PIA became a state corporation on March 11, 1955. After this, Orient's planes were repainted in PIA's green livery. It has its main hubs at Jinnah International Airport, Islamabad International Airport, Allama Iqbal International Airport. It focused cities are Peshawar international Airport and Manchester Airport. The parent company is in control of Secretary of the Ministry of Defense (Government of Pakistan). The company slogan is “Come Fly With Us”. It headquarter resides at Karachi, Pakistan and the key people include Ch. Ahmed Mukhtar (Chairman PIA). PIA’s route network stretches to Asia, the Middle East, Africa, Europe, and North America.

The conceptualization of service quality is the challenging issue for airline industry. There is a general agreement that the evaluation of services is more subjective than that of tangible goods and that an understanding of customers is central to understanding service quality; Kasper et al. (1999: 188), defines service quality as “the extent to which the service, the service process and the service organization can satisfy the expectations of the user.” Some prominent definitions include “conformance to requirements” (Crosby, 1984), “fitness for use” (Juran, 1988), or “one that satisfies the consumer” (Eiglier and Langeard, 1987). As per the Japanese production philosophy, quality implies zero defects in the service offering. Therefore service quality is an enduring construct that encompasses quality performance in all activities undertaken by management and employees.

Since from the very beginning of its operations; as an international airlines PIA has faced a lot of problems in terms of customer relations. Before the event of 9, 11 in 2001, PIA…...

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