Beruflich Dokumente
Kultur Dokumente
ACKNOWLEDGEMENT
First of all, I would like to praise and thank THE ALMIGHTY ALLAH,
who gave me the strength and will to complete this task that would not have
been possible otherwise.
Secondly, I am greatly thankful to Karachi University who gave me
opportunity to do this task to apply the concept that we had learned in our
course of “RESEARCH REPORT WRITING”. This experience was quite
inspiring and had a lot of learning.
I would like to show my gratitude to my Project Research Teacher Madam
Hina Ali , without her support it was impossible to work out for me and
who guided me on every step and helped me to come up with the given task
efficiently,.
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LETTER OF TRANSMITTAL
KARACHI
UNIVERSITY
To,
Karachi University
Dear Sir/Madam,
As per the course research report writing, here is my report on
“PIA PERCEPTION, PERFORMANCE, PROBLEMS”. In the preparation
of the report, I have strictly followed all your instructions and requirements.
This report includes Executive Summary, Introduction, Objectives,
Hypothesis and Analysis of bus services.
I am certain that this report will be immense help to enable you to know
the percentage of people using buses for their travel and more information
about the passenger’s perception about buses and especially for new green
buses.
It was nice of you to assign me this task of responsibility.
Sincerely,
SUNITA
MBA IV
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AN OVERVIEW
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INTRODUCTION:
When Pakistan was founded in 1947 it comprised two territories on either
side of the expanse of India. It was in this unusual circumstance that
Pakistan International was formed in 1955. Despite wars and economic
trouble, the carrier survived to grow and prosper. Pakistan International
Airlines is the flag carrier airline of Pakistan, based in Karachi. It is the 16th
largest airline in Asia, operating scheduled services to 73 destinations
throughout Asia, the Middle East, Europe and North America, as well as an
extensive domestic network linking 24 destinations.
Its main bases are Jinnah International Airport, Karachi, the Allama Iqbal
International Airport, Lahore and the Islamabad International Airport,
Islamabad/Rawalpindi. The airline also has secondary bases, including
Peshawar International Airport, Faisalabad International Airport, Quetta
International Airport and Multan International Airport, from which it
connects the metropolitan cities with the main bases, the Middle East and
the Far East. The airline is owned by the Government of Pakistan (87%) and
other shareholders (13%). It has 19,263 employees (at March 2007).
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(initially leased from Cathay Pacific) for its European and North
American destinations. In 2002 PIA signed an agreement with Boeing
Company for the biggest aircraft deal in the history of PIA. After a dry spell
of 10 years, PIA ordered new aircraft - 8 wide-body aircraft from the Boeing
777 family for
its long-haul flights. The airline accepted delivery of its first Boeing 777-
240ER aircraft at Boeing Field in Seattle, USA, on 29 January, 2004. On 2
November, 2005, PIA signed an agreement with Avion de Transport
Regional (ATR) of France to purchase seven brand new ATR 42-500 turbo
prop aircraft. These new 48-seater ATR will replace PIA ageing fleet of
Fokker F-27s on airlines domestic and regional route network. On May 31,
2006, PIA received its first ATR 42-500 in Toulouse, France. The remaining
six ATR 42-500s will be delivered to the airline between 2006 and 2007.
The Airbus A310, Boeing 747 and Boeing 777 are currently the
mainstays of PIA medium- and long-haul operations, with feeder and local
services provided by the Boeing 737-300 and ATR 42-500. Life has never
been easy for PIA, as the flag carrier of a young and developing nation
which has had an eventful history to date, but it is a worthy ambassador for
Pakistan and its people. Its services and personnel have helped to make the
country more widely known and her people better understood in a large part
of the world.
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BUSINESS CLASS
It’s the only Business Class service that feels like First Class. A comfortable
seat makes all the difference on a long flight. PIA's Business Class Seats
elevate the concept of luxury to a new level, fully endorsing your decision to
choose PIA Business Class Sit back and relax in our exclusive Business
Class Lounges at the Karachi, Lahore, and Islamabad airports.
Our hospitable staff will ensure that you're well looked after during your
stay with us at the airport Business Class passengers arriving at Airport will
receive a warm welcome from PIA.
Our representatives will walk you right through all the arrival formalities so
that you don't have to stand in line or worry about clearance.
ECONOMY CLASS:
PIA’s economy class is also comfortable for
passenger as Business class. Economy Class offer seats with a 32-inch pitch,
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REASERCH DESIGN
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SWOT ANALYSIS:
STRENGTHS:
LEADING MARKET POSITION:
PIA is one of Pakistan’s leading air
carriers, with more than 800 daily flights. Around 150,000 passengers a
month fly on PIA, making it one of the major operators in the domestic
market in terms of passenger kilometers.
BRAND RECOGNITION:
PIA has high brand recall. It is
recognized by travelers all over the country. PIA is a national airline,
operating passenger and cargo services covering eighty-two domestic and
foreign. PIA has earned the number one ranking in customer satisfaction.
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This strong market position gives the company a scale advantage and
helps it strengthen its brand image.
NETWORK PRESENCE:
PIA enjoys a strong network in key domestic
and international destinations. The company’s network includes three the
major airports in Pakistan, as well as major international airport such as
Dubai International Airport. Having a strong network means that PIA can
generate traffic feed for both its domestic and international Flights.
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WEAKNESSES:
FORMULATION OF GOVT. RULES:
The Basic flaw of this
organization is its consolidation that is centralized system. The key policies,
strategies and set of laws are designed by the upper management. The
centralized system is one of the biggest obstacles of long term success of
PIA. PIA centralizes structure lead to barrel between different level of
management, decreased motivation, hard access to information.
PIA is having
the maximum route and fleet domestic and international destinations
network in Pakistan as compared to its Competitors. Route and fleet
expansion will positively impact the company’s operations by increasing
revenues.
GROWING DEMAND FOR LOW COST AIRLINES:
The growing demand for air travel is driven by lower fares and consumer
confidence. A survey by International Aviation Authority showed that ticket
price is the number one criterion for passengers when selecting a flight, well
ahead of the availability of a non-stop service.
. THREATS
HIGH INTEREST RATES:
The past few years have seen State Bank of
Pakistan impose high as well as low interest rates to check inflation and
the over heating of Pakistani economy. Inflation in Pakistan may see
another raise in the short-term.
ACCIDENTS:
There had been five accidents with PIA listed as below:
o Pakistan International Airlines Flight PK 705 was a Boeing 720
– 040 B that crashed while descending to land on Runway 34 at
Cairo International Airport on May 20, 1965 resulting in 119
fatalities.
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RESEARCH OBJECTIVES
For my research project I must need to set some objective as .We say
objectives are benchmarks against which action can evaluate so in order to
evaluate my business success I must need to set some objectives so the end
of the research I can evaluate the worth of my research.
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TARGET AUDIENCE
• The another category of target audience are holidays travelers who use
airline on specific month like June or July or other and travel to
different countries to meet their relatives or just pleasant trips.
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• My last category would be general public who may travel once a year
and more than that for any purpose.
SECONDARY DATA
Secondary Data is the data which is already been collected. For my research
project I would like to go for secondary research regarding the information
about PIA and its benefits. My resources would be by Newspapers, Reports,
Magazines and internet to analyze the PIA services and facilities. These
sources provided some very valuable data, which enabled us to formulate
and move ahead with this project
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PRIMARY DATA
Information that is developed or gathered by the researcher specifically for
research project at hand is known as primary research. Primary data can
be gathered from personal/direct contact through interview on phone
or/and random sample interviews in the shopping centers, pedestrians,
universities campuses, roadsides etc.
• Questionnaire
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What information is required? From the view point of this research the
required information was about the awareness of tomato juice in the
consumer.
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SAMPLING
SAMPLE
A segment of population selecting for marketing research to represent the
population as whole.
Population—all the elements, units, or individuals of interest to
researchers for specific study
Sample—a limited number of units chosen to represent the
characteristics of a total population
SAMPLING UNIT: who is to be served?
Define the target population that will be sampled.
For my research i have selected my target population which is divided into
there classification
• Business men
• Holiday travelers
• Pilgrimages
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• General travelers
SELECTION ERROR:
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NONRESPONSE ERROR:
“Variation between the selected sample and the sample that actually
participates in the study”. My research may face non response error in the
case of refusing to fill questionnaire or refuse to answer some part of the
questionnaire.
TECHNICAL APPENDIX
Following techniques are used for representing research result:
STATISTICAL TOOLS;
Data is classified in different classes on the basis of the opinions presented
by the respondent.
GRAPHICAL TOOL:
Pie charts are used to give summarized view of the data.
PERSONAL ANALYSIS AND OPENION:
The factual data is also followed by written description of the chart and
graphs and complete analysis of the data.
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SECONDARY RESEARCH
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Due to strict visa policy adapted by the Indian government after the
Mumbai attacks,
Adil Najam
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(two miles) from the city’s airport, two or three minutes after take-off
from the eastern city of Lahore. “There was a huge explosion after the plane
hit the ground,” said Mohammed Nadeem who lives near the crash site. A
nearby power line also caught fire. There were no survivors … and a female
flight attendant who was pulled alive from the plane’s wreckage died later in
hospital.
However, the more likely cause is that these are really old–and often
rickety–planes.
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cabin crew could not grow beards and they could only have
French-cut beards.
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On July 21, the passengers on board PK 204, an Airbus 310, coming from
Dubai to Lahore, were shocked to see rats roaming inside the plane during
the flight, feeling more at home than the passengers who were frightened by
their very presence.
These rats have become a normal phenomenon for PIA, since nothing has
been done to secure these aircrafts of rodents, which threaten aircraft safety,
sources in the airline disclosed, as third such incident in the month of July
has surfaced.
According to details, panic was created in PK 792 when well-fed rats were
spotted during the flight. One such rat jumped on a lady, whose screams
frightened all other passengers. As a result, most of the passengers refused to
consume food because of the rats that were jumping all around. It is
important to note that rodents can nibble the wires that spread across the
aircraft thereby threatening short-circuits. These rats are suspected to enter
the PIA aircrafts via catering equipment or luggage
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The young man, then put his shoe back on, closed his eyes, and was
back to sleep.
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The hijackers, under the impression they had landed in the Rajistan
state of India, did not realise that the aircraft had actually landed in
Hyderabad, Sindh, Pakistan. Before Pakistani commandos could storm the
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plane, the entire episode ended, when an army officer and a police
officer who came as the negotiators, along with the pilots, overpowered the
hijackers. One hijacker was killed and the other two were taken into custody
Geo News reported that flight PK-731 carrying 413 passengers took off from
Karachi airport for Jeddah but had to return back from Bahrain after
breaking its windscreen. The reason of the incident had not been ascertained
as yet, it said. PIA MD Captain Ejaz Haroon told the channel that smashing
of the windscreen did not cause any threat to the plane but it had to be called
back as a precautionary measure.
Dailytimes
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PRIMARY DATA
INTERVIEWS
QUESTIONNAIRE
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Business man
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room), I was informed that they were the Pilot's very good friend's kids
who had been squeezed onto the flight by the pilot (who was doing his
friend a special favour). I was extremely irate. The flight was scheduled to
take off at 20:00hrs and we managed to finally fly 90 minutes later. My seat
was right next to the toilets, as you can then imagine it was a disaster flight
for me.
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The cabin staff simply didn't understand what I was going on about and
couldn't care less. The in-flight entertainment didn't work either. It was a
long and uncomfortable 8 hours to Lahore. The only thing that kept me
going was knowing that some street-side halwa puri for breakfast awaited
me once I left Lahore airport.
My wife and I
travelled to Lahore P class.
This time I bought the tickets
very early and was able to
secure 91 A&B seats. These
are emergency exit door
seats and hence with miles of
legroom. But I was still
disappointed. These seats have the Audio/Video controls on the side of the
armrests. This makes the seats narrow. Further the L shaped AV plug, when
in its socket, digs into the side of your upper leg. London-Lahore passengers
pay £100.00 more than London-Karachi passengers but they travel in 747-
300 as compared to 747-200. The former has more seats on the upper deck
than the latter and thus very small legroom. Cabin staff was young, pleasant
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and courteous but the food was awful. We are now considering
carrying our own food when we fly PIA. On both, out and in flights, water
dripped from above on passengers at the time of landing. There was no early
baggage delivery, hot or cold towel, selected menu choices or
complimentary amenity kit as promised by PIA “P” class blurb!
ANALYSIS
OF
QUESTIONNAIRE
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Once a year
Twice a year
Every month
Every week
REASON: The idea behind this question was to get information that how
frequently people travel? If our target respondent travels frequently then
they can give more accurate information about PIA.
FINDING:
Out of our sample 250 we conclude that 30% of our target respondent travel
once a year.40% of our target respondent travel twice a year. While 20% of
our sample travel every month. While 10% of people travel every a week.
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Reason: the reason behind this question is to get info. About PIA
performance for the reason. I have given five options to respondent,
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CONCLUSION:
At the end I concluded that people do not have very good image of PIA all
classes as we get very low percentage of excellent and very good while most
of the respondent just marked it as average.
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SERVICE
CHECK-IN-
SERVICE
TRANSFER
SERVICE
BUSINESS
CLASS
LOUNGE
REASON:
The reason behind this question is to get information about the services
which is provided to the traveler on airport. The respondent are given
different phases of services and asked them to rate from excellent to poor.
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CONCLUSION:
In this phase I got almost the same sort of rating. Almost all respondent
marked average rating to air port services of PIA.
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Q NO 3:
What about PIA aircraft?
,1: Capacity
Very narrow
Broad
Very huge
Enough
REASON:
The reason behind this question was to get information about the capacity
provided by PIA to passenger.
FINDING:
Out of 250 sample, 25% of the respondent said that the capacity of PIA is
very narrow while 15% ,10%,marked it broad and huge and 50% marked it
enough.
CONCLUSION:
From this I concluded that the people are not in the favor of the capacity of
PIA only some are give their suggestion in a less a positive answer.
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SAFETY:
Secure flight
Cover all safety measure
Very risky flight
REASON:
The reason of asking this question was to get information about the safety of
PIA that the PIA is offering its passenger.
FINDING:
As per our sample of 250, 35% of the people believe that PIA has secure
flight while 25% says it covers all safety measures while 40% find it risky
flight.
CONCLUSION:
So I concluded that most of the people were not in the entrust about the
safety of PIA because the aircraft are mostly out dated.
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COMPORT:
REASON:
The reason behind this question was that to know the opinion and
suggestion of the respondent about the facility of PIA in regarding its seats
and comport ability.
Seats:
Very relaxing
Relaxing
Uncomfortable
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o Available
o Not available
CONCLUSION:
Most of the respondents are not very much satisfied with PIA comfort
facility.
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ON BOARD
CREW
Y
es No
Cooperative
Staff
Well educated
Well dresses
And good
Looking
Responsible
Responding to Passenger requests
Cabin presence through flights
Assisting Parents with children
Staff Language Skills
REASON:
The reason of this question is to get the information about PIA onboard
crew. Different phases of crew are asked and respondents are supposed to
answer in yes or no option.
FINDING
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COOPERATIVE STAFF:-
Out of our sample 250, 60% of our respondent feel that PIA staff is
not cooperate while 40% said that staff is co-operates.
WELL EDUCATED:-
Out of our sample says 250, 45% said PIA is well educated while 55%
believe they are just educated not well educated.
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RESPONSIBLE:-
Out of our sample 250, 65% of the respondent said that they are
irresponsible while 35% of the respondent ensure that they are responsible
and friendly.
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CONCLUSION:-
At the end I concluded that most of the respondents are not very much
satisfied with crew staff of PIA.
MEAL:-
Excellent
Very good
Average
Poor
REASON: - the idea behind the question was to get information about the
meal that PIA offers its passengers. Four option are given to the respondents.
FINDING:-
Out of our sample 250, 15%marked excellent, while 20%, 25% 40% marked
very good, average and poor. because the meal is not quality and according
to the desire of the people.
CONCLUSION:-
At the end I concluded that most of the people give negative response about
the meal of PIA.
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FARE:-
Very expensive
Expensive
Reasonable
Very nominal
REASON:
The reason behind this is to get information about the fare of PIA.
The fare of PIA can be evaluated through this question.
FINDING:-
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CONCLUSION:-
At the end I concluded that the fare of PIA is not nominal and according to
the reach of the people, mean very expensive.
AVAILABILITY OF SEAT:-
Easily available
Available
Very difficult
REASON:
The reason behind this question was to get information about the availability
of seats of PIA to passenger.
FINDING:-
Out of our sample of 250, most of the respondent said that the availability of
seats are very difficult due to large crowed at ticketing office and some of
the respondent said that the availability of seats are easily available to its
passengers.
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CONCLUSION:-
At the end I concluded that the availability of seats at PIA office I very
difficult and not easily available.
DELAY:-
Very rarely
Often
Very often
REASON:
The idea behind this question was to know that how much the air craft of
PIA takes time while it travels toward its destination.
FINDING:-
Out of our sample of 250, 50% of the respondents were said that the PIA
aircraft takes delays very often specially from home ground, while 35% in
reaching its destination due to which often delay and 15% of the respondent
said that the PIA aircraft delay very rarely.
CONCLUSION:-
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At the end, I concluded that most of the people have not good
perception about PIA because it mostly reaches late to its destination.
ENTERTAINMENT
Yes No
Movies
Games
Music
Quran
Magazine
and news
paper
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CONCLUSION:
The results show that respondents are not very much satisfied with the
entertainment facility of PIA.
REASON:
The reason behind this question I to get the info that the respond will travel
next time with PIA or not?
FINDING:
As per owe sample 250 around 70% of my sample rejected to travel with
PIA next time. During survey they discuss their personal experiences and
they were not willing to travel next time. While 30% of samples were agree
to travel as they just travel very risky.
CONCLUSION:
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In the end I concluded that people are not willing to travel with PIA
due to their personal experience traveling with PIA
Q NO:
Share your experience with traveling PIA?
Very pleasant
Pleasant
Unpleasant
REASON:
The reason of asking this question to get information that who my
respondent share their experience with traveling PIA have give 3 opinion to
respondent that they have very please on journey with PIA.
FINDING:
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CONCLUSION:
At the end I concluded that majority of respondent ‘s journey was not
pleasant with PIA.
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CONCLUSION
At the end conclusion that most of the people don’t like to travel with PIA
especially in international flights while in domestic they trust PIA more than
available competitors. The reason of this conclusion in PIA service, ground
and onboard, delays and unsafe aircraft,
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APPENDIX
Calculation of hypothesis
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TEST OF HYPOTHESIS
1. To determine that the users of the PIA are greater than 40%
at the significance level of 0.05 z-test
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P(1-P)
σ = n-1
0.4(1-0.4)
σ = 100-1
σ = 0.05
b. Critical value :
M+ Za * σx
0.4+(1.64)(0.05)=0.482
c. Observed value
85
=
250
= 0.34
RESULT:
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Since the critical value (0.34) is less than the observed value (0.48), so
I will reject the Null Hypothesis and will raccept the Alternate Hypothesis.
Therefore, I can conclude that the preferences of PIA is less than 40% at the
significance level of 0.05.
The cost for making the research in filling and distributing the questionnaire
was Rs.600. It took only 15 days to distribute and collect back the
questionnaire from the selected sample. The information collected from the
questionnaire was worthy enough to calculate the preferences of the people
of Karachi.
TOTAL RS 2600
BIBLOGRAPHY
www.piac.com.pk
http://en.wikipedia.org/wiki/Pakistan_International_Airlines_destinations3
http://en.wikipedia.org/wiki/Pakistan_International_Airlines
www.google.com
http://www.historyofpia.com/
http://www.airlinequality.com/Forum/pia.htm
http://www.britannica.com/EBchecked/topic/438805/Pakistan/23702/Transportation-and-
telecommunications#ref=ref387351
http://aviation-safety.net/database/operator/airline.php?var=4931
http://www.centreforaviation.com/news/2009/07/10/pakistan-international-airlines-
reports-second-consecutive-operating-profit-in-1q2009/page1
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http://findarticles.com/p/articles/mi_m0EIN/is_2006_May_8/ai_n16347759/?
tag=content-inner;col1
http://wwwagse.informatik.uni-kl.de/teaching/pia-scenario/
http://www.abacus.com.pk/news_events/travel_secure.asp
http://www.asiatraveltips.com/news06/95-Abacus.shtml
http://www.etq.com/airsafety/
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