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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

Similar


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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ٹنڈے کباب(طنزومزاح)

ٹنڈے کباب(طنزومزاح)
ڈاکٹر عبدالرافع
عہد حاضر کے جواں سال طنزو مزاح نگار ،بچوں کے شاعر ڈاکٹر محبوب حسن اپنی تخلیقی جدت کاری و بنت کاری اور ذہنی اختراع کے لیے خاصا مشہور ہیں۔ انھیں پرورش لوح و قلم سے ذہنی مناسبت اور قلبی لگاؤہے۔ تخلیقی ادب بالخصوص میدانِ طنزومزاح کے شہسوار ہیں۔ طنزومزاح کے علاوہ انھیں ادب اطفال اور تحقیق و تنقید سے بھی خاص شغف ہے ،لیکن ان کی بنیادی شناخت ایک طنزومزاح نگار کی حیثیت سے ہے۔ادب اطفال کے حوالے سے ان کی کتاب ‘‘تتلی رانی’’شائع ہو کر قارئین ، مداحین اور ناقدین سے داد و تحسین حاصل کر چکی ہے۔ ‘‘عصمت چغتائی و جین آسٹین’’اور‘‘نکات فکشن’’ جیسی قابل قدر کتابیں موصوف کی تحقیقی و تنقیدی جدت پسندی کی نشاندہی کرتی ہیں۔‘‘عصمت چغتائی و جین آسٹین’’میں مشرق و مغرب کے دو معروف خواتین تخلیق کاروں کی ناول نگاری کا تقابلی مطالعہ پیش کیا گیا ہے جبکہ ‘‘نکات فکشن’’ ان کے تحقیقی و تنقیدی مضامین کا مجموعہ ہے۔طنزیہ و مزاحیہ مضامین پر مشتمل پیش نظر کتاب ‘‘ٹنڈے کباب ’’ ان کی تازہ ترین تخلیقی کاوش ہے۔
ڈاکٹر محبوب حسن کا تخلیقی کارنامہ ‘‘ٹنڈے کباب ’’ طنزومزاح کے میدان میں ایک خوش گوار اضافے کی حیثیت رکھتا ہے۔اپنی پیہم تخلیقی سرگرمیوں کے باعث انہوں نے کم عرصے میں ہی ادب کے ایک وسیع حلقے کو اپنا گرویدہ بنا لیا ہے۔موصوف عام گفتگو میں بھی طنزومزاح کا کوئی نہ کوئی پہلو تلاش کر لیتے ہیں۔ ‘‘ٹنڈے کباب’’اعدادوشمار کے اعتبار سے کل تیرہ مضامین پر مشتمل ہے۔یہ مضامین شگوفہ،کتاب نما،ذہن جدید،ایوان اردو،نیا دور،کسوٹی جدید ، خبرنامہ،انقلاب،کشمیر عظمی ،متاع آخرت،اردو نیٹ جاپان،راشٹریہ سہارا،انڈین اکسپریس جیسے مؤقر ادبی رسائل وروزناموں میں اشاعت ہو کر مقبول خٓص و عام ہو چکے ہیں۔ ان مضامین میں نہ توفلسفیانہ باتیں مذکور ہیں اور نہ ہی کسی اندیکھی دنیاکی داستان پیش کی گئی ہے بلکہ...

لأزمة الأخلاقية في المجتمع الباكستاني المظاهر- العوامل- المعالجة

Moral values are seen as the basis of human civilization. Absence of moral values and responsibilities results in the justification of every evil in the society, as it is the case being observed in the present-day societies in many parts of the world. A nation, whose collective morals are high, is capable to lead other nations, irrespective of caste, creed and religious affiliations. If a nation, Muslim or non-Muslim, ignores the high moral values, it cannot avoid its decadence and destruction. Due to this utmost importance of morality for humanity, Islām regards morality as one of the integral parts of the Divine Revelation. Islām aims to create a sense of moral responsibility in its adherents, so that, they may show a complete picture of an ideal society, and enjoy their freedom to carry out the best possible moral deeds. The author of this paper, chose to study the present moral crisis in the Pakistani society and tried to determine the causes, which has brought about this moral crisis and also presents its cure in the light of the Qur’ān and Sunnah. The study focuses on the following aspects: Definitions of moral values & society, Prevalent social evils in our society, Causes of crimes and social evils, Remedies to root out unethical practices and evils from the society, Conclusion and recommendations.

Antiglycation and Antioxidant Activities of Some Desert Plants.

Traditional uses of plants have been found since the time of antiquity. Their medicinal use has got attention of modern day researchers due to easy availability, less cost and negligible side effects.Sustained hyperglycemia causing diabetes and its complication is implicated by free radicals and AGEs leading to oxidative stress, damages different cell components. In the present study desert plants of Cholistan were selected including Boerhavia repens, Cleome brachycarpa vahl.ex.DC, Cymbopogon jawarancusa, Dipterygium glaucum, Prosopis cineraria and Fagonia indica as these were found to be unexplored. Preliminary phytochemical screening exhibited strong presence of saponins, steroids and alkaloids except C. brachycarpa vahl.ex.DC. P. cineraria and C. jawarancusa showed considerable presence of flavonoids which was further confirmed by quantitative analysis of plants for crude flavonoids contents. Saponins were found to be maximum for F. indica and alkaloids in C. jawarancusa. Extract yield (%) was found to be maximum for D. glaucum aqueous extract and P. cineraria methanolic extract. Highest amount of total phenolics were found in F. indica aqueous extract and P. cineraria methanolic extract. When antioxidant activities were determined by reducing power assay, maximum activity was shown by aqueous extract of P. cineraria and F. indica methanolic extract expressed as mmol of AAE/g dw of extract. Aqueous and methanolic extract were analyzed for inhibition of lipid peroxidation in linoleic acid system and maximum activity was shown by F. indica aqueous as well as methanolic extractat maximum concentration. EC50 was calculated and aqueous extract of C. jawarancusa was most effective while methanolic extract of F. indica was found to be more potent antioxidant. Significant inhibition of free radical scavenging by DPPH method was exhibited for all plant extract with maximum value for F. indica aqueous extract and minimum by B. repens .Whereas methanolic extract of P. cineraria exerted maximum inhibition and it was also found to be most effective when EC50 was calculated. All these methods were performed to have a comprehensive over view of plants antioxidant activities. Rate of glycation was found to be increasing with increasing temperature. Glycation level quantification by TBA method and all tested plants were reported for maximum glycation level at first week of incubation. P. cineraria methanolic extract was noted for maximum inhibition of glycation and D. glaucum for minimum response at 37°C. At 50°C P. cineraria and F. indica were reported for minimum glycation level at 2nd week of incubation. Appreciable inhibition was observed by P. cineraria, C. jawarancusa and C. brachycarpa vahl ex DC at third week of incubation and minimum glycation inhibition was exerted by F. indica. All plants were found to be considerable antioxidant and antiglycation agent but P. cineraria and F. indica conferred highest antioxidant and antiglycation activities. The potential for these activities may be explained in term of high total phenolic contents, flavonoid contents and rich saponins of F. indica attributing towards medicinal properties.