Service Quality of Domestic Airlines in the Face of Covid-19 in Pakistan

Abstract

The coronavirus pandemic has thrown the airline industry into disarray, dramatically altering the passenger experience. Owing to the COVID-19 pandemic, the chain of lockdowns, and the provisions of safety and security regulations, airlines have faced major hurdles. The growing assumption that passengers are aware of the quality of service is causing further concern. In today's highly competitive air travel climate, airlines must not only concentrate on service quality, but also on safety and security problems, especially in light of the COVID-19 pandemic. In the COVID-19 case, study into these dimensional studies becomes more relevant. As a result, the aim of this analysis was to see how service quality dimensions influenced the overall quality of service rendered by domestic airlines in Pakistan during the COVID-19 pandemic. The study used a quantitative approach with a descriptive and explanatory analysis style. A random group of 200 passengers who travelled after the domestic airline operation was shut down and reopened was approached. A total of 160 people replied to the poll. Various factors impact the service level of domestic airlines during COVID-19 post-lockdown operations. Airlines must consider all potential factors that affect the quality of their operation. The variables are dependability, assurance, tangibility, empathy, and responsiveness. Both of these considerations contribute to supplying passengers with a quality service. Domestic airlines in Pakistan must focus more on the dimensions of flexibility, tangibility, and responsiveness in order to achieve the COVID-19 level of operation. This means that tangibility must focus on the highest degree of service during COVID-19 and related scenarios.