Pakistan International Airlines Customer Survey

This assignment analyzes customer satisfaction with Pakistan International Airlines (PIA) by examining a provided customer survey. The survey delves into aspects like in-flight experience, reservation process, website usability, and the perceived impact of workforce development on customer service. Students are expected to interpret the survey data to understand customer perceptions and identify areas for improvement within PIA.

Impact of Work Force
Development on the customer
service delivery: Pakistan
International Airline

ACKNOWLEDGEMENTS
I'm offering my thanks with affection and genuineness to them who were related with me
to achieve this task work. All the diligent work, commitment towards obligation and the
affection or resilience which my manager has indicated I'm thankful to. Toward the end I need to
thank my family and companions for their inclusion and collaboration in my information
gathering on leading my examination take a shot at the to investigation the effect of workforce
improvement on client benefit conveyance under this I have taken Pakistan International Airlines
(PIA) in this setting to do further examination.

ABSTRACT
The present dissertation would be dealing with Impact of workforce development into
improving customer service delivery taking Pakistan International Airlines (PIA) into account.
Customers been the most important and basic part of all organisations which are operating within
market without the involvement of whom it would not be easy for them to obtain profits. In this
matter, it is required for a firm to improve its quality of service so that more and more customers
are getting attached with organisation and assisting into gaining market share. Pakistan
International Airlines is having its headquarters at Karachi, Pakistan and was founded in the year
1946 which prior was called as Orient Airways based on Calcutta (now called as Kolkata in
India). After the partition of India and Pakistan in year 1947, it moved to Pakistan which in 1955
was nationalised and then renamed to as Pakistan International Airlines (PIA). As in this current
time, when need of the skilled and qualified workforce is increasing on daily bases and that too
within whole market as well, this will be then leading to increase in customer service and their
timely delivery of all service. Need of technological changes and advancement in each and every
sector would be causing writing and include this topic into form of dissertation.

TABLE OF CONTENTS
CHAPTER 1: INTRODUCTION ...................................................................................................4
1.1 Background:.....................................................................................................................4
1.2 Aims of study:..................................................................................................................5
1.3 Objectives:........................................................................................................................5
1.4 Rational of the study:........................................................................................................5
1.5 Research Questions:.........................................................................................................5
1.6 Significance of the study:.................................................................................................6
1.7 Structure of dissertation:...................................................................................................6
1.8 Time scale:........................................................................................................................7
CHAPTER 2: LITERATURE REVIEW ........................................................................................9
2.1 Introduction:.....................................................................................................................9
2.2 Workforce development improves customer service delivery for Pakistan International
Airlines...................................................................................................................................9
2.3 Impact of workforce development on employees and customer service in PIA............12
2.4 Strategies that are implemented to enhance customer service of PIA............................15
CHAPTER 3: METHODOLOGY ................................................................................................17
3.1 Introduction:........................................................................................................................17
3.2 Research technique.........................................................................................................17
3.3 Research Approach:........................................................................................................18
3.4 Research Philosophy:.....................................................................................................19
3.5 Research design:.............................................................................................................20
3.6 Data collection:...............................................................................................................20
3.7 Sampling.........................................................................................................................22
3.8 Reliability and Validity:.................................................................................................22
3.10 Ethical consideration:...................................................................................................22
3.11 Research limitation:......................................................................................................23
CHAPTER 4: FINDINGS / RESULTS.........................................................................................25
4.1 Introduction:...................................................................................................................25
4.2 Data Analysis..................................................................................................................25
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4.3 Data Analysis for Interview questions...........................................................................38
CHAPTER 5: CONCLUSIONS/ RECOMMENDATIONS.........................................................41
5.1 Conclusion:.....................................................................................................................41
5.2 Recommendations:.........................................................................................................42
REFERENCES .............................................................................................................................43
APPENDIX....................................................................................................................................47
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ILLUSTRATION INDEX
Illustration 1: Flown with PIA before............................................................................................17
Illustration 2: From where they found out about PIA....................................................................18
Illustration 3: Reservation was made by yourself at time of ticket booking.................................19
Illustration 4: Reservation at time of ticket booking.....................................................................20
Illustration 5: Choice of language at time of ticket booking.........................................................21
Illustration 6: Designing of webpage ............................................................................................22
Illustration 7: Terms and Conditions.............................................................................................23
Illustration 8: Online check-in.......................................................................................................24
Illustration 9: Instruction structure.................................................................................................24
Illustration 10: Signing in..............................................................................................................25
Illustration 11: Check in reminders................................................................................................26
Illustration 12: Service in aircraft..................................................................................................26
Illustration 13: Pleasant service.....................................................................................................27
Illustration 14: Frequency of travel................................................................................................28
Illustration 15: Recommendation to others....................................................................................29
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CHAPTER 1: INTRODUCTION
1.1 Background:
Customers been the most important and basic part of all organisations which are
operating within market without the involvement of whom it would not be easy for them to
obtain profits (Ali, Dey and Filieri 2015). In this matter, it is required for a firm to improve its
quality of service so that more and more customers are getting attached with organisation and
assisting into gaining market share. This would be easy if firm is getting all employees which are
also called as workforce trained and developed so that customer service quality or delivering
these service to them becomes easy. Workforce development is essential in terms of company
employees are the essence of any company or sector so they could be helpful in growth and
development of firm in market.
It is necessary to sharpen their skills and knowledge that is based on that particular sector
or industry in which they are working. Airlines industry is that which is based on manufacturing
and operating of all kinds of aircraft within country or on international level, this is a kind of
transport service which is concerned to that of air traffic controller and safety of passengers of
airlines (Deresky, 2017). The current dissertation would be based on how does work force
development programs would be affecting and impacting customer service delivery of Pakistan
International Airlines (PIA). As with the change in aviation industry which is then causing
higher need of development of workforce and customer timing in service delivery; so, this
research will be very much essential.
Pakistan International Airlines is having its headquarters at Karachi, Pakistan and was
founded in the year 1946 which prior was called as Orient Airways based on Calcutta (now
called as Kolkata in India). After the partition of India and Pakistan in year 1947, it moved to
Pakistan which in 1955 was nationalised and then renamed to as Pakistan International Airlines
(PIA). At present, PIA is having about 14000 employees and the service which they provide is of
world class as airlines are having punctuality of about 88%. It has around 100 flights which are
taking place on daily bases on both national and international level. The company is mainly been
owned by Government of Pakistan with having about 84% of its share and rest 13% is with some
private shareholders.
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1.2 Aims of study:
To examine the impact on the customer services delivery of the work force development:
Pakistan International Airline (PIA).
The research helps in developing the understanding that will explore the in-depth
workforce development will improve the delivery of customer services for the customers of PIA
which will see employees are trained in respect to the provision services to customers.
1.3 Objectives:
 To understand the importance of workforce development for the employees of PIA.
 To evaluate the impact of workforce development on the customer service delivery of
PIA.
 To recommend the strategies to enhance the workforce development on the customer
service delivery of PIA.
1.4 Rational of the study:
As in this current time, when need of the skilled and qualified workforce is increasing on
daily bases and that too within whole market as well, this will be then leading to increase in
customer service and their timely delivery of all service (Kotler, 2015). Need of technological
changes and advancement in each and every sector would be causing writing and include this
topic into form of dissertation. It will be important for us to understand the meaning of
workforce development and then its effect on customer service delivery as well. The topic is
important to study at current times as this will be telling about how aviation industry is changing
and then how would all workforce development will be causing beneficial for improving
customer service. Recruitment and training of staff of aviation industry is not an easy task which
leads to many problems. Air staff should comply with the new and extensive set of regulation
and requirement for making sure that it is safe and secure airfield environment. Further,
workforce development play a significant role as it provides knowledge and skills to air staff so
that they can work effectively and efficiently
1.5 Research Questions:
1. To what extent does workforce development improve customer service delivery for PIA
customers?
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2. What does workforce development mean for the employees of PIA?
3. Which strategies can be implemented to enhance the customer service of PIA?
1.6 Significance of the study:
The current dissertation is very much useful for many people who could be involved in
this research project who could be mainly students who are pursuing PhD degree. They could
also be writing and researching on same topic so for them, this would be easy to do research on.
On the same time this, dissertation will also be useful for teachers and writers who are already
holding degree of research methodology and then they are writing or researching on various
kinds of topic. This would also be important for those who are working or associated with
Pakistan International Airlines so that they could have a look on how important workforce
development is on delivering service to its customers.
1.7 Structure of dissertation:
Chapter 1: Introduction- this part is the opening segment of any paper which would incorporate
sub headings like that of foundation, points and destinations or research, inquiries, level headed
and centrality of study which would go to be incorporated. This part would inform concerning
what the point is about and what will this mean. This part will tell and will contain early on
passage about both subject and about organization foundation will incorporate about data of
organization and of theme. The essentialness of study will incorporate for whom the
investigation is been done and who all eventual utilizing the paper in their working.
Chapter 2: Literature Review- Under this segment, we would incorporate basic investigation of
entire point. Consequently, implying that distinctive writers who have composed on this point in
their books, articles and diaries would be incorporated inside this piece of writing survey. The
part will be finished by making topics which depend on look into question which is been done in
first section. After subjects have been readied we would be fundamentally inspecting the entire
research venture by putting a few advantages and disadvantages of theme which will be further
characterising the entire research venture.
Chapter 3: Research Methodology- In this part of paper, different strategies will be incorporated
which will set foundation of concentrate on the bases of which study would be done and
information will be gathered. In this part, researcher will incorporate different strategies like that
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of research write, theory, outline, information accumulation and investigation of information.
Chapter 4: Results and discussion- This is the most imperative part as will tell about what are
different outcomes which are from there on directing task and breaking down whether the subject
is been satisfied or not.
Chapter 5: Conclusion and Recommendation- In the wake of influencing discourse to part, we
will influence conclusion and afterwards giving suggestion on the part and entire research to
work.
1.8 Time scale:
Activity Duration (in days)
Initiation of the
plan for the
project
30
Establishing
conceptual
framework based
on the studies in
journals and
literatures
10
Preparing the
questionnaire for
the selected
respondents
10
Raising the
questionnaire to
the participants
selected and
collecting
adequate
secondary
qualitative data
10
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Reviewing and
analysing the data
gathered from the
primary &
secondary source
of data
15
Coming up with
the findings and
analysis and
terminating the
entire research
15
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CHAPTER 2: LITERATURE REVIEW
2.1 Introduction:
This is an important chapter which will be telling and including writing of various
writers, scholars, philosophers and authors who have written in their part on same topic.
Everything must be in connection with our topic which is examining impact of workforce
development on customer service delivery of Pakistan International Airlines. Then at the end, it
will be easy for us to conclude on this part and mentioning about what could be our
recommendations in accordance with subject. In general, four types of literature reviews are
there which could be like exploratory, instrumental and evaluative as well as the systematic one.
So, in this current dissertation, we would be including systematic literature which will be telling
us about what the topic is all about with major focus on questions which we have included at
starting of our work. Under this type, we would be making various themes on basis of which
thematic analysis would be done.
2.2 Workforce development improves customer service delivery for Pakistan International
Airlines.
As per the view of Lee, Kim and Jeon, (2013) workforce development is known as
human resource function which would be helping staff of organisation in acquiring their skills
and knowledge which they would be requiring in all type of organisation. All the functions of
human resource department would be included within this like that of planning, selecting,
recruitment, training, developing and giving incentives or salary to them. While the main
purpose of target would be that of educating, training and developing them so that they are
involving staff in better way and this will be enabling staff to deliver the best form of service to
its customer. This would be playing very important role in the airlines company as well which is
like that of improving productivity of company. It becomes quit important that management of
company is been helping and enabling all employees of company with their work so that they
could be getting best out of all employees. For any service providing company it becomes vital
that they are giving the best quality of service to all customers which they are handling. As
customers are those people who are giving company profits and revenue to company and thus
providing the higher amount of sale.
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Asim, (2013) included that sustainability and survival of any airline company would
majorly be depending upon quality of service which they are giving to customers. Then this
would be leading to their loyalty, cost saving of company, increased market share and at last this
will be leading to higher and better profitability of company. It was also seen that if customer is
not satisfied with work or quality of service then they would not be expecting to go or take the
service of same company again in the future. If company is giving quality of service to its
customer then they could also be maintaining higher quality standard affecting the competitive
analysis of company in market, gaining good support form customer and then ultimately
enhancing market share of firm. All these are very much important and vital part of any airline
company as they are mainly dealing with the service to customer and they are not having any
kind of product with which they could deal with.
Pakistan International Airline (PIA) is most efficient and profitable aviation company of
Pakistan which is having major market share. But this was not the same through the whole
working or long run phase of company as in the initial 2 years of company was facing loss which
then recover in the year 1957. It also noticed many serious threats or mistakes which was causing
mainly due their bad service quality. In January 2016 about 7 passengers of PIA who were
travelling from Karachi to Saudi Arabia were throughout their whole journey were standing. This
was looked out as very serious problem and security issue for all those 7 passengers over the
journey of 3 hours (Pakistan Airline Allowed 7 Passengers To Stand In Aisles Through Entire
Flight. 2018). Afterwards it was also noticed that company took no serious actions towards the
staff or flight attendant of PIA and only said that action would be taken and investigation is been
carried over. This issue is been regarded to as very much serious risk towards the safety and
security of the passengers who were travelling via this flight. As it as said that if in case of any
emergency those 7 passengers would not be having any oxygen mask with them all and also
causing congestion during any emergency evacuation. It was also included that all boarding
passes of those 7 passengers were hand written and were not computer generated captain of that
flight was informed too late after which he said to adjust with the excess passengers.
Kaur, Sharma and Mahajan, 2012 said that this is a serious threat and problem as flight
and management of company are having full responsibility of customer who are travelling
through their airline and they must be keeping in mind their role and responsibilities as well.
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They are to give better quality of service to their customer so that they are not been hampered in
any way out. There are many controversies which are been involved by PIA which always are in
news. One of the aircraft of company was found missing in books of account of company which
was then after raised in Parliament of Pakistan. All these cases it was seen that how much
careless PIA is for its service and its customers which they should be taking care of. Customer
service would not only mean that company is providing good service to customers at time when
they are attending their company. This would also be including quality of service before booking
of tickets and then after sale service to customer which includes the feedback of them regarding
their service and timing and other factors.
It was also said that training and development of employees which will then be enabling
or raising the quality of work which they are doing and at the end this would be leading to good
and standard quality of service which they will be giving to their customers. As airlines industry
is mainly a customer oriented industry this need to give positive impact on sector as well. PIA is
also concentrating on the training of their staff especially those who are new and young one in
this track they are giving ab initio flight training. Under this training program all young people
will be attending training so that they could be giving dedicated service to company in return
they are given free of charge training. Al-Jabaly and Khraim, (2014) said that workforce
development plan would be giving company a chance under which they would be exploring
various methods and techniques in developing their employees or staff of company. This will be
making low skilled labour a high skilled one through various way especially via good training
techniques.
Workforce development program is focusing on problems which employee face while
they are giving service to their customers and then trying to solve them so that workers could do
better. In traditional one focus was on problems that are arising at time of workforce
development but now they take more holistic approach under which poor transportation of jobs
are seen. Ameme, (2015) included that there are two approach which is sector based and place
based both of them could analysed which one to be suitable at different time period. Sector based
approach will be trying to focus mainly on various industries and sectors which will be in need to
develop workplace skills. Concerning with the demand of sectors this could be either
requirement of new people in sector or industry who are enabling company to grow. Although
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there exist some barriers including what employee know and what they are wanting which would
be hindering the demand and supply of skilled labour.
Whereas Ochieng and Ahmed, (2014) said that place based approach would be describing
about supply of good and qualified workers i.e., where will be training program of workers
would be done. This is very good approach helping government and management to know about
number of unemployed workers. As within this only focus is to place the individual in job
requirement this would not be taking under consideration about their growth in that job. In this
development of individual staff of Pakistan International Airlines Human resource management
of company will be playing a vital role thus extending the way in which staff are been trained,
developed and appreciated as well. Under this department lay the growth of whole company as
HR department is always responsible for recruitment, training, developing and appraisals
activities of staff. So this would be directly linked to level of higher quality of service employees
of company giving to their customers.
2.3 Impact of workforce development on employees and customer service in PIA.
As Stock, (2015) introduced workforce as the employees who are working within one
organisation and then who are enabling company to grow with use of their skills, knowledge,
intelligence and qualification which they are having. Their development would be meaning how
their skills and knowledge could be combined and upgrade thus helping company, customer and
employees themselves. This development would meaning that they are doing good at their job
level which is also been appraised by their boss and customers. If customer are appreciating
work of employees who are within one particular company then they would be visiting that
company on regular bases. This could be then giving good business to that particular company in
terms of higher sales, revenue or profits.
Impact of workforce development on employees and then on customers service in
Pakistan International Airlines could be judged by Wood, Barone, Murphy and Wardlow, (2012)
in various ways. This will be making employees of company more productive as they are then
satisfied with their own work. Till the time when employees are not happy or satisfied with the
work which they are delivering to their customers. They could not be able to improve their work
or efficiency so they themselves at first must be analysing what changes they should be doing in
their work and productivity. With the level and amount of employee development is there in
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particular company higher would be their job satisfaction and enhancing their commitment as
well.
As Metabis and Al-Hawary, (2013) said that all of them are closely linked to each other
which are employee training, their performance, productivity, delivering of service and
maintained quality of service given to customers. Customers are main essence of any company
as they are the one who are helping firm to increase their profit sharing ratio with the other
competitor firm of market. If customer are feeling that service of airlines company is not good or
satisfactory then surely they would not be preferring that company next time. They would also
not be suggesting their friends or family about that airlines within which they have travelled and
not found it good. As it was seen that during the flight of Karachi to Saudi Arabia in January
2017 about 7 passengers were there who did not got seat to sit and they were standing throughout
their journey of 3 hours. Those 7 passengers would now not be feeling to travel again from
Pakistan International Airlines even they would not be suggesting it to anyone else.
So PIA must be focusing on how they are dealing with their customer before and after
service both need to be given equal importance by them as included by Borlase, (2016). This
will be dealing with higher and increasing demand for workplace training and workforce
development in practice of many companies of world. This would not only be improving moral
and job satisfaction of employees but this will also be good source of greater sales and customer
service within context of company.
Improved moral and job satisfaction: this is considered to as important element of any
HR developing manager who are taking responsibilities of all employees who are working in
company. This would be done through various training programs of company which is instilling
loyalty and commitment among employees of company as said by Sarker, (2014). But this could
only be focusing said changes in hard working employees of Pakistan International Airlines only
the one who are least interested would not be looking this thing as challenge.
Sales and customer service: this is common phenomenon in terms when training and
workforce development plans are been regularly implemented. That employee who is having
very good training and developed enough the one who knows everything about their job or
knowing more than others are subjected to give better service to their respected customers.
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There are number of companies which are mainly set up to deliver the best form of
individual to service and product based organisation of world. They then focus on how to
develop one individual who is having educational qualification but not having any skills or
knowledge about what he must be doing. Companies like that of The Training Associates, Actio
Learning, NIIT and Raytheon which are providing higher qualified employees who are having
both skills and knowledge in their field. Almossawi, (2012) said that workforce development
plans must be encouraged by all companies who are working and operating within one particular
sector. Which would thus be helping firm to generate higher amount of profits by giving them
better chance to grow their employees.
Customer service would be involving certain important elements of process which starts
with involvement of customer in product purchase and end with customer buying it. All the parts
of this process should be important which would be completing the whole customer service
process. This involve serving customer before, during and then after the purchase of one or more
either product or service of that company as illustrated by Hines, (2012). For maintaining and
delivering of the best form of service to each and every customer is in hand of employees who
would be engaged with customer on direct bases. Nor the management or employee at senior
level would be having interaction with all customers of Pakistan International Airline only the
lower level workers who are having direct interaction with them. So it is required by company
that they are involved in development of those employees mostly. They are the one who are
responsible for overall development and growth of company by giving customer what they want
and what would be correct for them as well.
It was explained by Khraim, (2013) that employees must be engaged in giving good
service to their customers so that they are loyal and happy by service of company. There are
number of problems which could be raised at time when employee is dealing with customer of
company like that of they are not able to understand what customer is asking for, or they are not
able to deal with problem which customer are facing. In this case it is advised to that employee
that they could keep calm and consult someone who is higher in post as to them or who is having
knowledge about that problem. They could be of great help rather than giving customer wrong
information about particular problem which customer is facing. This process of customer service
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could be held to as very much critical on part of customer and employee both as they both are
hampered if any problem arises.
2.4 Strategies that are implemented to enhance customer service of PIA.
Aviation industry is that which is mainly operated through better use of its staff in order
to improve experience of customer who are coming into company Abidin and Khan, (2016) said.
This industry and all its companies which are operational into it should be having their focus on
how to improve this service quality which would thus be enhancing the experience of customer
on higher level. Without better use and form of customer service it is not possible that this
industry could work in proper coordination. There are various forms of strategies which are to be
implemented by PIA in order to enhance service quality of customer in which recruitment of
qualified professionals could be the best one.
Recruitment of professional of aviation industry is becoming tougher work as there are
increasing requirements in this sector to have very good quality of professional Archer, (2016)
said. With the help of these best qualified staff company could easily achieve all its target with
garbing all opportunities which they could have taken. This is possible only if company is having
good and qualified professional into their team who is having ability to gain what organisation is
setting target for them and their team as well. They could take care into increasing use of online
channels for the search and booking of tickets for convenient of customer. The key to success of
aviation industry could be included to have convenience and customization of all operations of
staff to be customer oriented.
Thursfield and Holden, (2004) included that better form of customer relationship
management (CRM) should also be done so that staff of company is on regular contact with all
customer. Authority of PIA should be reviewing its existing products which could be that of their
network routes, class of service, market which is targeted and what facilities are made available
to all customers. They could also be engaged in monitoring and adapting to changes which
should be implemented like that of electronic capability for booking and security of aircraft and
that of customers. Staff should be trained in order to handle customer issues or problems which
might arise at ant point of time. They must also be at the same time having product knowledge so
that it becomes easy for them to able to make understand all their customers.
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In an airlines industry employee should be having all technical knowledge related to
safety and security of airlines or aviation Baloch and Jamshed, (2017) included. Various kinds of
skills are there like that of knowledge of automated and unmanned systems that of safety and
security precaution all of these are quite complex. Due to continuous changes in technology in
aviation company so that they are managing to develop its workforce so that they could easily
deal with all kinds of new techniques and technology. So it should be kept in mind about
developing skills and knowledge of its employees so that they could work more effectively
within organisation. The continuous changes which are there could be creating problems for
workers to survive in this particular and complex situation. The staff of Pakistan International
Airlines would be performing different variety of complex systems as their roles is delivering
quality of service to all its customer. With delivering quality of service it becomes very much
easy to increase the base of customer in one region of their working.
As per the Abidin and Khan, (2016) it was learnt that customer service would be
enhancing with the help of changes in working behaviour of employees. If this is been changed
or modification would be done then this would be inviting workers of Pakistan International
Airlines to learn and grow more. There would be less amount of dispute among them during their
working hours which would be calling for greater standard of working and giving customer with
better quality of service. There is not that much requirement of organisational changes but only
they need to be restructure their organisation or policy which they are following in context of
customer service. In this form or strategies it would be easy for them to analyse the need of
changes in their customer service policy. Working behaviour of employees would be helping
them to enhance their type of service which they are giving to their customers. If they are
satisfied with amount of work which they are doing then this would be automatically impacting
their service which they are delivering to customers.
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CHAPTER 3: METHODOLOGY
3.1 Introduction:
In the entire dissertation, research methodology is one of the crucial part that allows
researcher to carry out study for find appropriate summary and conclusion. It is very essential
chapter which helps to researcher in collecting appropriate information and analyse it for obtain
outcome of study. It is a procedure which is used to collect information and data in order to take
appropriate decision of the study. In this research methodology includes various research
publication, interview, survey and other research techniques which helps to the scholar in find
out best solution of the research problem ('Snyder, 2012). In order to address the right solution of
the study, researcher apples several methods of research methodology such as research approach,
research philosophies, research technique, research design, data collection, data analysis,
sampling etc. With help of all these method, researcher can able to understand actual objective of
study and find out best solution of research problem. In the present study, researcher have main
objective is to analyse the impact on customer service delivery of the workforce development of
Pakistan international airline. For achieve this aim of study, researcher will apply quantitative
research technique under which researcher will apply SPSS tools such as T-test, Anova test, etc.
With help of these techniques, scholar can easily understand the best solution of research
problem. It is very important for researcher is to select one appropriate technique of research
methodology in order to obtain right solution.
3.2 Research technique
In the whole research study research technique is one of most significant tool that help
scholar in collecting, analysing and interpreting information for find out best solution. It allows
to the scholar in presenting detail of study in effective and efficient manner so that valid
conclusion and summary can drawn by scholar. Research technique can help to scholar in
analysing and assessing the information for obtain the effective solution of research problem. If
in the research study there is not research technique then it is quite difficult to obtain the
research solution (Ahmad and et. al., 2014). Qualitative and quantitative there are two major
kind of research strategy in the research methodology. Subjective examination is managing
investigation of issues and understanding relating with wonder. It gives replies in connection to
inquiries through examination and additionally feeling of unstructured data. Such sort of
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examination make utilization of top to bottom investigations. The results accomplished from
subjective research technique is expressive. Interestingly to this quantitative research is alluded
to as deliberate research of the social marvel by the methods for numerical and measurable
device. The fundamental target of the examination is to make arrangement of highlights,
consider well as build the models of measurements (Ahmad and et. al., 2014). Quantitative
inquires about makes use of polls, studies keeping in mind the end goal to make accumulation of
essential information. In the current research study, for analyse the impact of workforce
development on the customer service delivery researcher have applied quantitative research
technique under which scholar have organised survey for customer to collect information about
customer service delivery. On the other hand in the qualitative research technique have applied
by researcher in conducting interview from the manager. Thus it can be said that in the present
research study, researcher have applied both qualitative and quantitative research techniques
because information have been collected from the interview as well as survey method. In the
present report the main objective is to analyse the impact of workforce development on
customer service deliver in the Pakistan international airline. Thus with help of both these
method such as qualitative and quantitative research techniques researcher can collect the
information by use of survey as well as interview. Researcher can collect the entire information
about the working for workforce development in the Pakistan international airline company.
3.3 Research Approach:
Research approach is another crucial method in the research methodology that assists to
investigator in conducting research study in more effective and efficient manner. It is one of the
exploration viewpoint that shows the manner by which examination is led for further. Research
approach is being separated into two that is inductive and deductive approach. Inductive
approach is appropriate for completing exploration that moves from specific condition that has a
point towards figuring more extensive general thoughts and additionally hypotheses. On the
opposite deductive research approach is one that starts with articulation and after that
examination is done with target to react to it (Ansara, 2015). The primary point identified with
such is towards finishing up with the reactions like confirmed and in addition no to the question.
The reasoning system moves from hypothesis to investigate, to information gathering,
discoveries to dismissal or checking the inquiry related with examination. In the current research
18

study, individual have applied inductive approach of research methodology for analyse the
impact of workforce development on customer service delivery.
3.4 Research Philosophy:
It is the conviction of analyst identified with the criteria that how the data will gather,
look at and break down. It is vital for the scientist to choose the one suitable strategy for examine
theory since wrong determination of technique can straightforwardly influence the after effect of
the investigation. There are significant two sorts of research reasoning that is interpretivism and
positivism. Positivism technique have plan to draw out the examination through in the wake of
assessing the objectives of the examination. It in like manner helps in the wake of finding the
false assurances from the particular research title. Positivism investigate is finished on a very
basic level which helps in joining cognizant change while doing the experiential observations. In
any case, positivism ask about rationale urges authority to increment simply basic information
which has been accumulated from recognitions (Bryman, 2014). Positivism explore reasoning is
about rationale moreover helps in achieving target approach related to coordinating examination
and find the best solutions for the point. Then again, interpretivism technique centers upon the
subjective bit of the examination and incorporates assorted theories and models. Besides, it
furthermore incorporates individuals inside the examination since it is crucial to rely on how
expert decodes the information gained through the particular research. In any case, the got comes
about because of such discernment winds up sensible and consequently gives fundamental
information concerning investigate questions. In such sort of research rationale, individual can't
be segregated out from their particular data. In the present research consider, analyst will apply
the positivism examine reasoning for dissect the effect workforce development on the customer
service deliver in the Pakistan international airline. With help of this positivism explore
rationality, analyst can without much of a stretch break down the gathered data and discover the
best elective arrangement of the investigation. In such sort of research rationale, individual can't
be segregated out from their particular data. In the present research consider, analyst will apply
the positivism examine reasoning for dissect the effect workforce development on the customer
service deliver in the Pakistan international airline. With help of this positivism explore
rationality, analyst can without much of a stretch break down the gathered data and discover the
best elective arrangement of the investigation. Pakistan international airline company's
information can collect by researcher with help of the positivism research philosophy. With help
19

of positivism research philosophy individual can easily collect the entie information about the
subject and it method allows to scholar in analysing the actual issue of the study.
3.5 Research design:
In the research methodology, research design is another one of the significant tool that
assists researcher in collecting, analysing and interpreting information bout subject. Research
design allows the researcher in collecting and interpreting data bout the subject so as effective
solution regarding the study can obtain. It is a set of methods and procedure which is used in
collecting and analysing measure of variable specified in the research problem. Research design
refers to the strategy which is choose by researcher in order to conduct study and take
appropriate decision about the subject (Coleman and Ringrose eds., 2013). In the absence of
research design in the study, scholar can unable to find out the best solution of research
problem. In a simple word it can be said that it is a strategy that is used by researcher in order to
conduct study and obtain effective solution of research problem. In the part of research
methodology there are sort of research designs such as descriptive, exploratory, experimental etc.
It is very important for the scholar to select one appropriate method of research design at the
time of conducting investigation. With help of right method of research design, researcher can
conduct study in more effective and excellent manner and collect information about the subject.
In the context of descriptive research design, researcher can able to conduct the theoretical
analysis and interpretation about research study. With assistance of this research design, scholar
can able to describe the characteristics of population. In this design, researcher can able to
highlight actual issue within study. On the other hand exploratory research design is a tactics
that assist to researcher in conducting entire research study in smooth manner so as effective
solution can obtain by researcher. In the present study, researcher have main aim is to analyse the
impact of workforce development on the customer service delivery. Thus, for address this
objective, researcher have applied descriptive research design which helps in conducting
theoretical analysis of the study and obtain an effective solution of research problem.
3.6 Data collection:
Data collection is one of the most crucial aspect in the entire research study by which
information can collect for obtain the right solution of study. It is a procedure under which
20

information can collect in order to carry out the study. In the absence of data collection it is
impossible to carry out investigation and achieve determined objective. Information can collect
through primary and secondary data collection method. These two data collection method can
easily help to researcher in collecting information about the subject so as right solution can
obtain by the scholar (Gomez-Mejia, Berrone and Franco-Santos, 2014). The primary and
secondary sources of information helps to researcher in developing an understanding about the
fact and finding answers of research problem. These sources support the researcher in gathering
information about the subject and answering the research question in more effective and efficient
manner. Primary data collection is a procedure that is used to collect the primary information
about the subject. In this method researcher can collect the information by use of survey,
interview, questionnaire, observation etc. With help of primary data collection, scholar can
collect first hand information about the subject. This is that detail which have not been used
earlier to any scholar. This is fresh detail which defines the reality of market. All these tools of
the primary data collection helps to the researcher in collecting fresh and first hand information.
This kind of information is just come from the mind of respondents while they provides their
review, feedback, opinion about the subject. Another method of data collection is secondary
data collection under which researcher can collect information from books, journals, online
articles, blogs etc. Secondary information is used information which is already published at
anywhere. This kind of information is already published in the newspaper, books, journals,
online blogs and articles. It is essential for scholar in order to check reliability, accuracy and
suitability of information before using these detail into the study.
In the present research study, researcher conducted investigation for analyse the impact
of work force development in Pakistan international airline thus in this study, researcher will use
both method such as primary and secondary (Hammersley, 2015). In the context of primary data
collection, researcher have conducted survey where question have used for collecting the
information. In this method, researcher have developed a systematic questionnaire along with
several question on the workforce development and its impact on customer service delivery
within Pakistan international airline. In addition to this, researcher have also used interview
method for collect information about workforce development on the customer service delivery
within Pakistan international airline. On the other hand in the context of secondary data
collection, researcher have used various books, journal, internet, online blogs, articles etc. These
21

both method have provided effective support to researcher in collecting information about the
impact of workforce development on customer service delivery in the Pakistan international
airline.
3.7 Sampling
Sampling is another one of the essential method in the research methodology under
which researcher have to select one some group of people from the large population. There are
various method of sampling such as probabilistic and non probabilistic. With help of sampling
method researcher can select some group of people from the entire population for collect
information about the subject. In the current research study, researcher have applied non
probabilistic method which will be used under which non random sampling will be use. In order
to collect information about the impact of workforce development on the customer service
delivery in the Pakistan international airline, researcher have used two method of data collection
that is interview and survey (Harley and et. al., 2015). In the survey method, researcher have
selected 150 customers for the survey under which scholar can collect information about the
customer service delivery in the Pakistan international airline. On the other hand in the
interview section researcher have collected information from 2 managers.
3.8 Reliability and Validity:
Reliability alludes to the consistency of measures. It can likewise be clarified as
redundancy of the information by utilizing same instruments in commonly. It is imperative for
the scientist to keep up abnormal state of unwavering quality in the gathering of data and get the
outcome. Reliability and validity is another of the real angle in the exploration system which is
considered by researcher at the season of information accumulation and understanding
Reliability issue is related with the researcher's subjectivity (Mackey and Gass, 2015). Validity is
another significant angle for the examination that help to specialist in social occasion the
substantial and last outcome. It is imperative for analyst to gather legitimate and solid data about
the subject. According to this viewpoint, all data ought to be solid and legitimate as per the
subject. Reliability and validity allows researcher is to conduct research investigation in more
effective and efficient manner by which right outcome can obtain in excellent manner.
22

3.10 Ethical consideration:
While researcher conducts the research study then it is very important to focus on some
ethics. Scholar have to focus on the ethics so as entire study can conduct in effective and
efficient manner. The study which is conducted by considering ethics is most reliable and valid
study which provide effective and high volume of conclusion of study. One of the significant
ethic is related to the information as scholar should use authentic information. Scholar should
focus on reliability and validity of information (Saunders and Bezzina, 2015). He/she should not
collect wrong information from any source as all information should authentic and reliable.
Moreover, scholar should take information from the valid sources and websites on the internet.
Scholar should not force to anyone for provide their responses at the time of data collection. At
the time of data collection, scholar should free to all respondents for provide their review,
feedback and responses. All respondents are free to share their information related to the subject
so researcher should not force to anyone and should maintain biasness. Furthermore, plagiarism
should not come in the content which is included in the research study. The information is
included in the study should rephrased in the own words. In the current investigation researcher
carry out study in order to analyse the impact on customer service deliver by workforce
development so that all necessary ethics should be followed by investigator.
3.11 Research limitation:
In the present study, researcher have faced various kinds of issue and limitation at the
time of data collection. The major limitation of the study is related to time as scholar have very
limited time period due to which study have been negatively influenced (Pfefferbaum, Newman
and Nitiéma, 2014). Due to this issue, researcher have unable to get detail knowledge and deep
analysis about the subject. Another major issue is related to the fund as due to insufficient
amount of finance several activities such as transportation, stationery, internet etc have affected.
The present research will be helpful for academicians who are preparing for Ph.D. in developing
a deeper understanding regarding examine the impact on the customer services delivery of the
work force development.
23

24

CHAPTER 4: FINDINGS / RESULTS
4.1 Introduction:
This is also an important part of dissertation which would be telling us about what are
actual finding and result of our data collecting part. In this all data that is collected need to be
interpreted or analysed in order to come towards specified results. So in this current dissertation
we would be taking 2 managers of PIA will be selected for interview question but for survey
questionnaire we have taken 150 customers of PIA from random bases.
4.2 Data Analysis
Theme 1: Flown with PIA before.
Particulars Respondents
Yes 90
No 60
Total 150
Interpretation:
From the total of 150 customers of PIA we have asked question as to how many of them
have flown before from same airlines. So 90 of them said that they have taken the flight of PIA
25
Yes
No
Respondents
0
10
20
30
40
50
60
70
80
90

before also and this is their 2nd or 3rd time from same airlines. While rest 60 of them were the first
time travellers of PIA this shows how much popular the airlines is among customers.
Theme 2: From where they found out about PIA.
Particulars Respondents
Newspaper 30
TV 45
Internet 65
Friends and family 10
Total 150
Interpretation:
Then they were asked questions as to how did they came to know about this airline
whether from TV or internet. As most of them said that they came to know about PIA mainly
through internet as they are taking most of their knowledge and information from internet only
which is about 65 out of 150 of them. While 45 of them came to know about PIA from TV which
is also very good source of information about what is happing in surrounding world. Newspaper
26
Respondents
0
10
20
30
40
50
60
70
Newspaper
TV
Internet
Friends and family

is the best form of print media source so about 30 of customer came to know about PIA from this
source. Only 10 of them was suggested about this airline from their friends and family.
Theme 3: Reservation was made by yourself at time of ticket booking.
Particulars Respondents
Yes 60
No 90
Total 150
Interpretation:
Many of the customers approached someone else at time of booking their tickets as they
were not having general idea or procedure how to book their tickets. So 60 out of 150 customers
said that they booked their tickets or did their reservation by themselves only while majority of
them i.e., 90 of them did their reservation from either call centre or from travel agent or through
airport only.
Theme 4: Reservation at time of ticket booking.
Particulars Respondents
Online 60
27
Respondents
0
10
20
30
40
50
60
70
80
90
Yes
No

Call centre 10
Travel agent 30
Ticket desk or within airport 50
Total 150
Interpretation:
As most of the customers came to know about PIA from internet only so all of them
booked their tickets or reservation was done through online bases only which is 60 of them. 50 of
customers did their reservation of ticket booking via ticket desk or from airport only while 30 of
them did reservation via travel agent. While only 10 of them did this through call centre which is
not too much popular medium of ticket booking among customers.
Theme 5: Choice of language at time of ticket booking.
Particulars Respondents
Yes 30
No 120
28
Respondents
0
10
20
30
40
50
60
Online
Call centre
Travel agent
Ticket desk or within airport

Total 150
Interpretation:
Hearing or reading something in our own language is pleasure for anyone who is
checking information through online source. At current times this one is very much common that
all airlines website are providing customers with choice to surf online in their own language and
that is also preferred by most of the customer who are not bilingual or are not having knowledge
about English language. Only 30 customers said that they found website of PIA bilingual i.e.,
there was choice of language available to them at time of ticket booking. While most of them
which were 120 of them said that there was no option available of multiple language on website
of PIA.
Choosing most suitable alternative from rating scale below from 1-5 which means 1= strongly
disagree; 2=Disagree: 3= Neutral: 4= agree and 5= Highly Agree.
SR Factors Strongly
agree (1)
Agree (2) Neutr
al (3)
Disagr
ee (4)
Strongly
disagree
Total
29
Respondents
0
20
40
60
80
100
120
Illustration 5: Choice of language at time of ticket
booking.
Yes
No

(5)
6 Design of webpage was easy
to read and clear.
45 30 30 30 15 150
7 While booking ticket terms
and conditions were clear and
understandable.
30 45 15 30 30 150
8 It was easy to find the online
check in link on Pakistan
International Airlines.com
website.
45 30 15 30 30 150
9 At the time of check in there
was enough instructions.
45 30 30 30 15 150
10 It was easy to sign in to the
online check in system.
30 45 30 30 15 150
11 At the time of check in there
was enough reminders.
45 30 30 30 15 150
12 The service during your travel
through Pakistan International
Airlines was also good.
60 30 15 30 15 150
13 You did not experience any
problems after the aboard?
75 30 15 15 15 150
14 Are you likely to travel with
Pakistan International Airlines
in future?
45 30 30 30 15 150
15 Will you recommend flying
with Pakistan International
Airline to your friends or
family
45 45 30 15 15 150
Theme 6: Designing of webpage.
30

Interpretation:
This is very important part of webpage which tells customer what to do and how it is to
be done so that customer could easily find out about what they are looking for. The webpage that
customers are surfing in order to get correct information one what they are searching should be
clear and easy to read as well. So 150 customers were asked of how would they rank webpage of
PIA in terms of design 45 of them said that they highly agreed with point that webpage is easy to
read and is also giving clear instructions to them. 30 of them agreed with this point, 30 of them
were neutral on this part. Among them 30 of them disagreed with it as they did not found
webpage of PIA easy to read and instructions were clear. Only 15 of them strongly disagreed
with it.
Theme 7: Terms and Conditions.
31
Strongly agree (1)
Agree (2)
Neutral (3)
Disagree (4)
Strongly disagree (5)
Design of webpage was easy to read and clear.
0
0.5
1
1.5
2
2.5
3
Illustration 6: Designing of webpage .
While booking ticket terms and conditions were clear and understandable.
0
0.5
1
1.5
2
2.5
3
Illustration 7: Terms and Conditions.
Strongly agree (1)
Agree (2)
Neutral (3)
Disagree (4)
Strongly disagree (5)

Interpretation:
At the time of ticket booking or just searching for best deal of flights it is required that
webpage of PIA is stating clear terms and conditions and they must also be understandable to
customers so that they are not facing any kind of problems. So 30 of them said that all terms and
conditions were clear and understandable to them while booking tickets. 45 of them also agreed
with this point while 15 of them was neutral on this part. 30 of them did not found terms and
conditions of PIA clear or easy for them to understand and found that they faced difficulties in
that. While 30 of were strongly disagreeing with this part and was not happy as well.
Theme 8: Online check-in.
Interpretation:
If webpage of airlines is easy to read and terms or conditions are understandable to them
then it is possible that they could find out the check in link from Pakistan International
Airlines.com website also very easily. So 45 of them strongly agreed that online check in by
website of PIA was easy to access. 30 of them only agreed with this, 15 of them was neutral on
the other hand 4 of them did not found that online website was easy to access the online check in
link on PIA website.
Theme 9: Instruction structure.
32
It was easy to find the online check in link on Pakistan International Airlines.com website.
0
0.5
1
1.5
2
2.5
3
Illustration 8: Online check-in.
Strongly agree (1)
Agree (2)
Neutral (3)
Disagree (4)
Strongly disagree (5)

Interpretation:
This is also major important part of customer service that passengers are been able to find
out about all kinds of instructions which is been given to them. The structure of instruction or the
person who is in charge of this must be having full knowledge about what and how to instruct the
passengers at time of check in. So 45 of them said that all instruction which were given to them
at time of check in to their flights were clear enough and 30 of them only agreed with this point.
While 30 of them were neutral at this point they neither agreed nor disagreed and 30 of them
were disagreeing with this rest 15 of them did not find instructions through their check in good
enough.
Theme 10: Signing in.
33
At the time of check in there was enough instructions.
0
0.5
1
1.5
2
2.5
3
Illustration 9: Instruction structure
Strongly agree (1)
Agree (2)
Neutral (3)
Disagree (4)
Strongly disagree (5)

Interpretation:
Signing-in into online check in system is also one of the important part of website of all
airways company which would be enabling customers to do their check in of flights in easy and
convenient way. So out of 150 customers of PIA 30 of them said that they strongly agree with
this point that it is easy for them to easily sign in to the online check in system. 45 of them were
agreeing on to this part while 30 of them were neutral, 30 of them did not agree with this and 15
of them not at all find that signing-in system of PIA was easy to access.
Theme 11: Check in reminders.
34
It was easy to sign in to the online check in system.
0
0.5
1
1.5
2
2.5
3
Strongly agree (1)
Agree (2)
Neutral (3)
Disagree (4)
Strongly disagree (5) Illustration 10: Signing in
Strongly agree (1)
Agree (2)
Neutral (3)
Disagree (4)
Strongly disagree (5)
At the time of check in there was enough reminders.
0
0.5
1
1.5
2
2.5
3
Illustration 11: Check in reminders

Interpretation:
This could be an important part which would be telling customer about their check in
time and then how much time will flight to take to take-off or land into airport. So 45 of them
agreed that PIA is having good system of check in reminders which is helping them in easily
check in and telling them about their flight departure and arrival timing. While 30 of them only
agreeing with above point, 30 of them were neutral about this part, 30 of them disagreed with
this they said that system of PIA in terms of reminders of check in were not good enough. 15 of
them said that reminders of check in timing of PIA was very bad.
Theme 12: Service in aircraft.
Interpretation:
Now this could be regarded to as most important element of PIA or any air carrier
company who are concentrate at customer service and setting standards for this. If the service
which customers are receiving at time of their travelling or during their journey as well. So 60
out of 150 customers said that they highly agreed with the point that their travelling was very
good the service during journey through PIA was also good. 30 of them only agreed upon this, 1
of them was neutral at this he neither agreed nor disagreed. While rest 45 of them were not at all
liking their journey of PIA the considered service of airlines very bad or not satisfactory.
Theme 13: Pleasant service.
35
The service during your travel through Pakistan International Airlines was also good.
0
0.5
1
1.5
2
2.5
3
3.5
4
Illustration 12: Service in aircraft
Strongly agree (1)
Agree (2)
Neutral (3)
Disagree (4)
Strongly disagree (5)

Interpretation:
After the boarding of flights also there must be no problems which are faced by the
customers as this service is equally important. As after boarding of the flight no customer would
be wanting them to are facing any kind of problems. So 75 out of 150 customers said that they
did not face any problem or issue boarding of flight of PIA and 30 of them also agreed with this.
15 of them were neutral on this part as they neither agreed nor disagreed. 15 and 15 of them were
strongly disagreeing and disagreeing with this as they did faced problems after their flight was
boarded.
Theme 14: Frequency of travel.
36
You did not experience any problems after the aboard?
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
Illustration 13: Pleasant service
Strongly agree (1)
Agree (2)
Neutral (3)
Disagree (4)
Strongly disagree (5)
Are you likely to travel with Pakistan International Airlines in future?
0
0.5
1
1.5
2
2.5
3
Illustration 14: Frequency of travel
Strongly agree (1)
Agree (2)
Neutral (3)
Disagree (4)
Strongly disagree (5)

Interpretation:
This is very much important to see that whether customers would be liking to travel again
with PIA or not as this shows how loyal customers are with the company. So 45 out of 150 said
that they would like to travel again with PIA in near future as they found all service of company
very good. 30 of them also agreed with their again travelling from PIA whereas 30 of them were
not sure of the terms and 30 of them directly said no that they would not be preferring PIA in
their future travelling and 15 of them also said no. But this shows that PIA should be
concentrating onto their quality of service that they are giving to their customer so that customer
could remain loyal to them (Barkhuizen, Schutte and Stanz, 2014). They must be doing
something in order to improved their service standard and helping customer solve their problem
or improving their webpage so that it becomes easy for them to check in or book a ticket.
Theme 15: Recommendation to others.
Interpretation:
If customers are liking the flight or their travelling experience is very good then they
would surely be recommending PIA to their family members and friends as well. 45 of the
customers said that they would be recommending PIA to others they agree with this part and 45
of them were highly agreeing with this part. While 30 of them were neutral they neither agreed
nor disagreed and 15 of them were disagreeing with this point and other 15 of them were highly
37
Will you recommend flying with Pakistan International Airline to your friends or family
0
0.5
1
1.5
2
2.5
3
Illu
stration 15: Recommendation to others.
Strongly agree (1)
Agree (2)
Neutral (3)
Disagree (4)
Strongly disagree (5)

disagreeing with it. So PIA must be creating very good customer experience from the time when
customer booked their tickets till the time when they are boarded out from flight. This would be
helping company in retaining their old customers, gaining new one and thusly increasing market
share in terms of customers for the firm.
38

4.3 Data Analysis for Interview questions.
For this purpose we would be taking 2 managers of PIA to ask them questions about how
development of workforce would be affecting service delivery of customer.
Theme 1: Tool used to develop workforce.
Particulars Respondents
Training and development 1
Creating development plan 1
Total 2
Interpretation:
From the 2 managers who were asked as what tool did they used to develop their
workforce one of them said that he is using training and development tool as this is regarded to
as best form of tool to develop their workforce. The other one said that they could be using
creation planning under which they will be planning for what things or changes they need to be
done.
39
Training and development
Creating development plan
Respondents
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
Illustration 16: Tool used to develop
workforce

Theme 2: Are customers of company satisfied with the amount of service delivery by staff of
PIA.
Particular Respondent
Yes 2
No 0
Total 2
Interpretation:
Both of the managers agreed that their customers are happy and satisfied with the amount
of service which they are giving to them. They both said that their staff is that much qualified
which will be leading to customer satisfaction.
Theme 3: Level at which development of workforce be impacting customer service delivery in
PIA.
Particular Respondent
Yes 1
40
Illustration 17: Are customers of company satisfied with the
amount of service delivery by staff of PIA.

No 1
Total 2
Interpretation:
Either of them said that workforce development would be leading to higher customer
service delivery one said yes this will be affecting and the other said that this would not be
affecting. But it was seen form our above literature review that workforce development would be
affecting customer service to greater extent.
41
Yes
No
Respondent
0
0.1
0.2
0.3
0.4
0.5
0.6
0.7
0.8
0.9
1
Illustration 18: Level at which development of workforce be
impacting customer service delivery in PIA.

CHAPTER 5: CONCLUSIONS/ RECOMMENDATIONS
5.1 Conclusion:
From this entire research study it has been concluded that Every one of the elements of
human asset division would be incorporated inside this like of arranging, choosing, enlistment,
preparing, creating and giving motivating forces or compensation to them. While the
fundamental reason for target would be that of instructing, preparing and creating them so they
are including staff in better way and this will empower staff to convey the best type of
administration to its client. This would assume essential part in the carriers organization also
which resembles that of enhancing profitability of organization. It moves toward becoming
stopped imperative that administration of organization is been helping and empowering all
representatives of organization with their work so they could be getting best out of all workers.
For any administration giving organization it winds up imperative that they are giving the best
nature of administration to all clients which they are dealing with. As clients are those
individuals who are giving organization benefits and income to organization and consequently
giving the higher measure of sale. It was additionally observed that if client isn't happy with
work or nature of administration then they would not hope to go or take the administration of
same organization again later on. In the event that organization is giving nature of administration
to its client then they could likewise be keeping up higher quality standard influencing the
aggressive investigation of organization in advertise, increasing great help shape client and
afterward at last upgrading piece of the overall industry of firm. All these are particularly vital
and essential piece of any carrier organization as they are for the most part managing the
administration to client and they are not having any sort of item with which they could manage.
It have been also concluded that Workforce improvement program is concentrating on issues
which representative face while they are offering administration to their clients and after that
endeavoring to explain them with the goal that laborers could improve the situation. presented
workforce as the representatives who are working inside one association and afterward who are
empowering organization to develop with utilization of their aptitudes, learning, insight and
capability which they are having. Their advancement would mean how their aptitudes and
information could be joined and overhaul accordingly helping organization, client and
representatives themselves. This improvement would implying that they are doing great at their
activity level which is likewise been evaluated by their supervisor and clients. In the event that
42

client are acknowledging work of representatives who are inside one specific organization then
they would visit that organization on consistent bases. This could be then giving great business to
that specific organization as far as higher deals, income or benefits. From this entire research
study it has been concluded that there is a direct relationship between the workforce development
and customer service delivery in the airline industry because the entire task and activities in this
sector is largely depends upon the employees. It is very important to develop workforce in an
effective manner by which they can perform in more effective and efficient manner. By help of
training and development program , company can easily develop the knowledge, skill, ability and
strength among the workforce so as they can achieve the target within specific time period. In
the airline industry, company can able to increase the customer service delivery if its workforce
is well developed. A high skilled employees can easily perform excellent manner at the time of
delivering customer services within airline sector.
In the present study, researcher have major aim is to analyse the impact of workforce
development on the customer service delivery in the Pakistan international airline. Thus, for
achieve this objective researcher have applied both qualitative and quantitative research
technique in the study. In the context of quantitative research study, researcher have collected
information from survey and in the qualitative researcher have conducted interview from 2
managers.
5.2 Recommendations:
 Pakistan international airline should purchase advanced and high quality of technology
through which it can carry out its business operation in more excellent manner. In
addition to this, in the workforce training session, with help of advanced and high quality
technology it can provide more reliable and excellent training to its workforce.
Furthermore, with help of advanced technology company can also increase the quality of
customer services.
 Pakistan international airline should use feedback option for its customers through which
it can acknowledge about the existing performance of business. With help of feedback
option, company can identify the existing requirement of improvement in the business
operation as well as customer services.
43

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Pakistan Airline Allowed 7 Passengers To Stand In Aisles Through Entire Flight. 2018.
[Online]. Accessed through: <https://www.ndtv.com/world-news/pak-airline-allowed-7-
passengers-to-stand-in-aisles-through-entire-flight-1663684>.
47

APPENDIX
Respondent details:
Age bracket:
20-30 31-40 41-50 above 50
Gender:
Male Female
Education:
Under graduate Graduate Post graduate others
Occupation:
Private Public Semi private Self employee or others
Questionnaire
Name:____________
Age:______________
Occupation:________
Q1. Have you flown with Pakistan International Airlines before?
A. Yes
B. No
Q2. How did you find out about Pakistan International Airlines?
A. Newspaper
B. TV
C. Internet
D. Friends and family
E. If others, kindly specify
48

Q3. Reservation was made by yourself at the time of ticket booking?
A. Yes
B. No
Q4. How were the tickets booked?
A. Online
B. Call centre
C. Ticket desk or within Airport
D. Travel agent
Q5. Was there choice of languages at time of ticket booking?
A. Yes
B. No
Choosing most suitable alternative from rating scale below from 1-5 which means 1= strongly
disagree; 2=Disagree: 3= Neutral: 4= agree and 5= Highly Agree.
Q6.
SR Website (1) (2) (3) (4) (5)
1 Design of
webpage was
easy to read
and clear.
Q7.
49

SR Terms and Conditions (1) (2) (3) -(4) (5)
2 While booking ticket terms and conditions were clear and
understandable.
Q8.
SR Online check-in (1) (2) (3) -(4) (5
3 It was easy to find the online check in link on
Pakistan International Airlines.com website.
Q9.
SR Instruction structure (1) (2) (3) -4 (5)
4 At the time of check in there was enough
instructions.
Q10.
SR Signing in (1) (2) (3) (4) (5)
5 It was easy to sign in to the online check in system.
Q11.
SR Check-in reminders (1) (2) (3) (4) (5)
6 At the time of check in there was enough reminders.
Q12.
SR Service in aircraft (1) (2) (3) (4) (5)
7 The service during your travel through Pakistan
International Airlines was also good.
Q13.
50