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This document outlines the table of contents for a research study on customer satisfaction with airline travel. Chapter 1 introduces the background, problem statement, research questions, hypothesis, and significance of the study. Chapter 2 reviews literature on the development of the airline industry, major manufacturers, aviation in Pakistan, and Pakistan International Airlines. It also covers various concepts and theoretical frameworks related to customers, the purchasing process, satisfaction, route types, costs, websites, comfort, noise, lounges, on-time performance, delays, baggage, entertainment, ticketing, telemedicine, and travel insurance. Chapter 3 discusses the research methodology, including the purpose, processes, outcomes, variables, sample selection, size, data collection instruments, and statistical tools

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aneetaraj
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55 views

First Page

This document outlines the table of contents for a research study on customer satisfaction with airline travel. Chapter 1 introduces the background, problem statement, research questions, hypothesis, and significance of the study. Chapter 2 reviews literature on the development of the airline industry, major manufacturers, aviation in Pakistan, and Pakistan International Airlines. It also covers various concepts and theoretical frameworks related to customers, the purchasing process, satisfaction, route types, costs, websites, comfort, noise, lounges, on-time performance, delays, baggage, entertainment, ticketing, telemedicine, and travel insurance. Chapter 3 discusses the research methodology, including the purpose, processes, outcomes, variables, sample selection, size, data collection instruments, and statistical tools

Uploaded by

aneetaraj
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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Table of Contents:

1. Chapter One : Introduction


1.1 Background of the Study…………………………………………………01
1.2 Problem Statement and purpose of study………………………………...03
1.3 Research Questions………………………..…………..………………….05
1.4 Hypothesis………………………………………………………………...05
1.5 Significance of the Study………………………...……….………………05
1.6 Limitation of the Study……………………………..…...………………...06

2. Chapter Two: Literature Review


2.1 Development of airline industry……….…………….……………….07
2.2 Major Aircraft Manufacturer……………………………..…………..09
2.3 Aviation Industry in Pakistan…………………………..…………….09
2.4 Pakistan International Airline Corporation…………..………………10

Concepts and theoretical Framework


2.4.1 Defining Customers……………………………………..…………………10
2.4.2 Customer Purchasing Process………………………….………………….11
2.4.3 Customer Satisfaction………………………………….………………….12
2.4.4 Point to Point…………………………………………..…………………..14
2.4.5 Hub & Spoke……………...………………………….…………………....15
2.4.6 Low Cost……………………………………………….………………….15
2.4.7 Website………………………………………………….…………………17
2.4.8 Comfort……………...………………………………….…………………18
2.4.9 Noise level of aircraft……………………………………..……………….19
2.4.10 Customer Lounge………………………………………….………………19
2.4.11 On time Arrival and Departure………………….………….……………..19
2.4.12 Handling Flight Delays……………………………………….…………...20
2.4.13 Handling Baggage (Damages)……………….………………….………….20
2.4.14 In Flight Entertainment………………………………………….…………20
2.4.15 Convenient Ticketing Process…………………...…………………….21
2.4.16 Telemedicine machine………………………….……………………..21
2.4.17 Airline Travel Insurance………………………………………………22

3. Chapter Three : Methodology


3.1 Purpose of Research
3.1.1 Exploratory Research………………………………………………………23
3.1.2 Descriptive Research……………………………………………………....24
3.1.3 Analytical Research / Explanatory Research………………………………24
3.1.4 Predictive Research……………………………………...…………………24

3.2 Process of research

3.2.1 Quantitative…………………………………………………...……………25
3.2.2 Qualitative Research………………………………………….……………25

3.3 Research outcomes

3.3.1 Applied Research……………………….………………………………….25


3.3.2 Basic Research…………………………………………..…………………26

3.4 Research Variables……………………………...……………………26


3.5 Sample Selection……………………………………………………..27
3.6 Sample Size…………………………………………………………...27
3.7 Data Collection……………………………………………………….28
3.8 Research instrument………………………………………...………...28
3.9 Statistical Tool………………………………………………………..28

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