Title

Study on co-relation of customer satisfaction with employee satisfaction in aviation industry of Pakistan

Degree

Master of Business Administration Executive

Faculty / School

Faculty of Business Administration (FBA)

Year of Award

Spring 2019

Project Type

MBA Executive Research Project

Access Type

Restricted Access

Keywords

Customer loyalty | Competitiveness -- Airlines -- Pakistan | 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.

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