IN PAKISTAN'S AIRLINE INDUSTRY, THE ROLE OF SERVICE QUALITY AND CUSTOMER SATISFACTION

Impact of Service Quality on Customer Satisfaction in the Airline Industry" was the title of this thesis. The study's purpose was to find out how Pakistani Airlines' service quality affects customer satisfaction and to suggest strategies to improve it. Secondary info was collected through searching the library and the Internet. Primary data was collected through floating questionnaires and interviews. The data was examined for frequencies, regression parameters, and cross tabulation using standard statistical procedures and SPSS software. Four Seroquel features, tangibility, responsiveness, reliability, and assurance, have a significant impact on customer satisfaction in Pakistan, according to the research. Empathy, on the other hand, does not appear to affect customer pleasure. As a result, Pakistanis are more concerned about flight safety, dependable people, comfortable cabin seats, and quick responses to their concerns than they are about individual cabin attendant attention.

Keywords: empathy, assurance, reliability, tangibility, responsiveness, customer satisfaction.