Impact of Work Force Development on the Customer Service

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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