Degree
Master of Business Administration Executive
Faculty / School
Faculty of Business Administration (FBA)
Year of Award
2019
Project Type
MBA Executive Research Project
Access Type
Restricted Access
Keywords
Customer loyalty | Competitiveness | Airlines | Customer satisfaction
Executive Summary
Employees play a significant role in the success and failure of any airline organization. This research paper is aimed at establishing the fact that there is a positive and direct correlation between employee satisfaction and customer satisfaction with respect to the Airline Industry of Pakistan. A study sample of 130 has been selected for this research. Questionnaire survey applies in the research using a 5-Likert scale. Unstructured interviews and focus group discussions were also part of the research. Multiple regression analysis was used to prove the study hypotheses in SPPS. The dimensions of employee satisfaction studies in their research were working environment and work commitment. The research findings suggested that there is a very positive and strong correlation between employee satisfaction and customer satisfaction. Future research will be conducted to find in-depth detailed analysis and relationship between customer satisfaction and employ the satisfaction of other industries to compare the results.
Pages
43
Link to Catalog Record
https://ils.iba.edu.pk/cgi-bin/koha/opac-detail.pl?biblionumber=107803
Recommended Citation
Lila, J. R. (2019). Study on co-relation of customer satisfaction with employee satisfaction in aviation industry of Pakistan (Unpublished graduate research project). Institute of Business Administration, Pakistan. Retrieved from https://ir.iba.edu.pk/research-projects-emba/22
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