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Home > Impact of Service Quality & Customer Satisfaction on Firms Competitive Advantage: Empirical Evidence from Pakistan Hotel Industry

Impact of Service Quality & Customer Satisfaction on Firms Competitive Advantage: Empirical Evidence from Pakistan Hotel Industry

Thesis Info

Access Option

External Link

Author

Shah, Syed Naseebullah

Program

PhD

Institute

Abdul Wali Khan University

City

Mardan

Province

KPK

Country

Pakistan

Thesis Completing Year

2018

Thesis Completion Status

Completed

Subject

Business Administration

Language

English

Link

http://prr.hec.gov.pk/jspui/bitstream/123456789/10546/1/Syed%20Naseebullah%20Shah_Mngt%20Sci_2018_AWKU_PRR.doc

Added

2021-02-17 19:49:13

Modified

2024-03-24 20:25:49

ARI ID

1676724781655

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The study aim was to evaluate customer perception/expectation of quality service in hotel industry of Pakistan and to examine the influence of attributes of quality services on satisfaction of customer and performance of business. Moreover, to compare the mean score difference about the customer views of diverse hotels located in Pakistan.This study was positivism (quantitative) in nature and the universe of the study was hotels and restaurants of Pakistan. The population was comprised of customers of hotels and restaurants located in diverse location of Khyber Pakhtunkhwa (KP), Punjab province and Islamabad, Pakistan. The data was collected from hotel customers, general managers and sales managers. Amid customers total 1600 questionnaires were circulated, amid general managers and sales managers total 80 and 178 questionnaires were distributed by using stratified random sample technique. The collected data was analyzed by SPSS and LISREL software.Research study found that service quality attributes i.e. actual and expected (empathy, tangibility, assurance, responsiveness and reliability) has significant constructive predictor of customer satisfaction and business performance and customer satisfaction was also found significant constructive predictor of business performance. Moreover, the significant difference was found amongst the mean of Islamabad, KP and Punjab consumers on attributes of quality service. Study subsidizes tentatively and kinesthetically to industry of hotel and satisfaction of consumer in Pakistan that is sustained and reinforced by the experiential proof and study could assist the hotels of Pakistan’s to enhance performance of hotel businesses via enlightening their quality service attributes including (empathy, tangibility, assurance, responsiveness and reliability) for their customer satisfaction that ultimately effects on business performance. The study emphasize on the importance of service quality attributes to ensure the availability of substantial number of customers for the enhancement of hotel business performance in Pakistan.
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جگرؔ مرادآبادی

جگرؔ مراد آبادی
افسوس ہے کہ بزم شاعری کی وہ شمع جو ایک عرصہ سے جھلملا رہی تھی، بالآخر خاموش ہوگئی، جناب جگرؔ مراد آبادی نے ۹؍ ستمبر کو گونڈہ میں انتقال کیا، وہ صحیح معنوں میں اس دور کے رئیس المتغزلین تھے، غزل مدتوں سے جسم بے جان ہورہی تھی، سب سے پہلے حسرتؔ کی مسیحائی نے اس میں جان ڈالی پھر فانیؔ، اصغرؔ اور جگرؔ نے اس کو سنوارا، یہ چاروں غزل کے ارکان اربعہ تھے، لیکن جگر نے اس کا رنگ ایسا نکھارا کہ ان کا طرز تعزل غزل گوئی کا معیار قرار پایا، انھوں نے تغزل کو اس درجہ تک پہنچادیا ہے کہ مستقبل قریب میں ان کے جیسا غزل گو پیدا ہونے کی امید نہیں، ان کا طرز اس قدر مقبول ہوا کہ نئے شعراء کی پوری نسل اس سے متاثر ہوئی اور نہ صرف تغزل بلکہ جگر کے ترنم، وضع قطع حتی کہ شاعرانہ لاابالی پن کی بھی تقلید کی جانے لگی اردو شاعری کی تاریخ میں کسی شاعر کو اپنی زندگی میں شائد ہی اتنی مقبولیت حاصل ہوئی ہو اور اس کا اتنا ہمہ گیر اثر پڑا ہو۔
اخلاقی حیثیت سے بھی جگر اتنے شریف، وضعدار، بلند نظر اور عالی ظرف انسان تھے کہ اس دور کے شاعروں میں اس کی مثال ملنا مشکل ہے، اعظم گڑھ اور دارالمصنفین سے ان کا تعلق بہت قدیم تھا، ان کا تعارف یہیں سے ہوا اور ان کی شہرت نے یہیں سے پرپرواز نکالے آج سے پینتیس سال پہلے جب وہ چشمہ کے تاجر کی حیثیت سے اعظم گڑھ آتے تھے اس وقت مرزا احسان احمد صاحب نے ۱۹۱۹؁ء میں مخزن میں پہلی مرتبہ ان کا تعارف کرایا، پھر ۱۹۲۱؁ء میں ان کا پہلا دیوان ’’داغ جگر‘‘ اپنے مقدمہ کے ساتھ شائع کیا، یہ مجموعہ معارف پریس میں چھپا تھا، اسی زمانہ سے...

Obligingness to Leadership: A Case Study of the Qur’an

We can divide human beings into two categories: Leaders and Followers. Leaders are a few, the rest of the overwhelming majority of the human beings are followers. They show an earnest tendency of following or obligingness towards their leaders. This capacity of the following is exploited and abused by the egoist and toxic leaders to bring destruction to their followers and the world. The author of the paper tries to explore and determine the motives of obligingness or complaisance of blind following. The author studies this phenomenon in the light of theories of the hierarchy of needs by Abraham Maslow, The Situational Factor by Philip Zimbardo, the Function of Labeling by Albert Bandura and Ego Depletion by Michael Cholbi. These theories have earned good acceptance from the experts. The theories are found helpful to understand the mentality of leaders and their followers as described by the Qur’ān. These theories are applied to some selected cases from the Qur’ān to reach a better understanding of the phenomenon. The Qur’ān at many places describes and discusses this human tendency. It presents dialogue between the leaders and their blind followers in the life hereafter, the person of Pharaoh, his maneuvering, his courtiers, the common people of Egypt, the followers of pagan chieftains and their opposition to the prophets give us ample description to know how blind following actually works under the influence of leadership. The author hopes that this study helps understand the mentality of the present day leaders and their blind or complaisant followers.

Fabrication and Characterizations of Piezoelectric Ceramic/Polymer Composites With 1-3 Connectivity

Piezoceramic/polymer composites with 1-3 connectivity are the most extensively studied and utilized for different applications among existing 10 types of diphasic composites. This type of composite consists of individual piezoceramic rods or fibers aligned in the direction parallel to poling and embedded in a polymer matrix. The piezoceramic fiber or rods play an active role for energy conversion between the mechanical and electrical energy, while the polymer phase acts as a passive medium and transfers the mechanical energy between the piezoelectric ceramic and surrounding with which the composite interacts. These composites are widely used in underwater hydrophone applications, ultrasound actuators and sensors in medical diagnostic devices. In this study, piezoceramics modified compositions; Pb/Co doped barium titanate (Ba0.95Pb0.05)(Ti0.99Co0.01)O3 (BT-PC) and Sr doped lead zirconate titanate (Pb0.94Sr0.04)(Zr0.52Ti0.48)O3 (PZT-S) were synthesized through solid state reaction method. Self-synthesized BT-PC powder has particle size ~0.4μm and after sintering and poling its key properties were; εr= 1100, d33= 136pC/N, g33= 14×10-3 Vm/N, kt=31%, and tanδ= 0.005. Likewise, the basic properties of the PZT-S were; εr= 1327, d33= 335pC/N, g33= 29×10-3 Vm/N, kt=45%, and tanδ= 0.030. Beside these, a novel Pbfree potassium sodium niobate (KNN) based optimized composition 0.9475(Li0.02(Na0.53K0.48)0.98)(Nb0.80Ta0.20)O5-0.0525AgSbO3-0.5wt.%MnO2, (LKNNT -AS-M) with electrical properties; εr= 1927, d33= 287pC/N, g33= 17×10-3 Vm/N, kt=38%, and tanδ= 0.038 was also used as an active phase. Monothane-A70, araldite- F, and Epo-Tek 301 were used as a passive polymer matrix in this work. Three different techniques named as; a novel die-pressing technique, modified align-and-fill, and improved dice-and-fill technique were used for the fabrication of 1-3 composites. Several series of the composites including; BT-PC/monothane-A70, PZT-S/monothane-A70, PZT-S/araldite-F, and LKNNT-AS-M/Epo-Tek 301 with varying piezoceramics rods diameter, spacing between the rods and aspect ratio were developed. The composites developed through die-pressing and align-and-fill techniques possess piezoceramics rods diameter ~1.20mm and ~0.78mm respectively with ceramics contents 11-35 vol. %. However, with dice-and-fill process the LKNNTxiv AS-M ceramic pillars cross-sectional dimensions were 50´50μm with relatively high aspect ratio up to 11. In addition, an underwater transducer with sample changing options was developed indigenously. Disc shape samples of monolithic piezoceramic and 1-3 composite were assembled in the self-designed transducer individually. Transducer’s underwater voltage receiving sensitivity (Sh) and transmitting voltage response (Sv) were investigated in the frequency range 10-200 kHz using a calibrated projector method with pulse technique Developed 1-3 composites were passed through comprehensive microstructural, dielectric, elastic and resonance investigations. Results revealed that all the fabricated 1-3 composites possess clear thickness resonance modes without any mode coupling. The BT-PC/monothane-A70 composites exhibited thickness coupling factor kt (~44%), figure of merit FOM (up to 7169fm2/N), acoustic impedance Z (8-13Mrayl) and elastic stiffness C33 D (36-65GPa). The PZT-S based composites exhibited superior properties due to high piezoelectric charge coefficient (d33~335 pC/N) and high electromechanical coupling coefficient (k33~67%) of PZT-S compared to BT-PC piezoceramic. In addition, low stiffness (C33 D ~ 21-55 GPa) PZT-S/monothane-A70 composites have better acoustic impedance (Z ~ 6-14 Mrayl), high charge coefficient (d33~202-271 pC/N), high hydrostatic charge and voltage coefficients (dh ~ 136-171 pC/N, gh ~ 33- 114×10-3 Vm/N) and high figure of merit (FOM ~ 4488-19364 fm2/N) compared to the PZT-S/araldite-F composites encompassing high stiffness (C33 D ~ 23-60 GPa). The Pb-free LKNNT-AS-M/Epo-Tek 301 composites also exhibited the enhanced properties such as higher thickness factor kt ~63-67%, lower planar factor kp ~27-34%, higher kt/kp ratio ~2.3, low electrical (tanδ ~0.027) and mechanical (Qm ~9) losses, encouraging acoustic impedance Z ~4.2-7.8Mrayl and ~5 times higher voltage coefficient g33 compared to LKNNT-AS-M piezoceramic. Likewise, the underwater results revealed that the transducer with 1-3 PZT-S/araldite-F sample exhibited better voltage receiving sensitivity Sh (-214dB ref 1V/μPa) due to its ~295% higher piezoelectric voltage coefficient gh (30´10-3Vm/N) compared to PZT-S. The above mentioned promising results of the developed composites indicate that they have the potential to be used as active elements in high performance ultrasonic transducers.