“Effect of organizational Culture, A comparative study of PIA & Air Blue,
1.1 Introduction:
1.1 Introduction:
The present research study intends to investigate the relationship between Cultural differences of Government and private organizations. There is a decline in service of government organizations since last couple of years and its need of the hour to investigate the facts and figures which resulted into decline. We will take example of two organizations here, one from government and second from private. PIA will be representing government and Air blue will represent private organization.
Pakistan International Airlines has been an air travel pioneer since its inception in 1955. Their vision and mission compromise of being world class airline by exceeding customer expectations through their valued employees while working on a mission to become a global airline by offering customer services and innovative products. This would be only managed by cost effective measures in procurement and by using state of art technologies.
Their values include 5 major elements which are customer expectations, service, cohesiveness, reliability and safety. All of these sets of pure commitment prove that PIA is an airline emerging as a serious competitor among its league.
Air blue on the other hand is a newly emerged young airline Started in 2004. Air blue offers world-class travel to many cities within Pakistan. Started with a significantly low budget as compared to the normal requirement of airline birth Air blue has displayed their professionalism to become a successful airline. Air blue now offers flights to Dubai (UAE) from four different Pakistani cities, and has started its service to Manchester (UK) in 2007. Air blue has integrated unique innovations to ensure security and affordability. Among these are complete online reservation systems and mobile airport check in procedures.
Air blue aims to focus passengers comfort at prices that offer value for money and have efficient staff taking care of the customers with respect. This research study is considered to be worthwhile as it examines the cultural environment of Pakistan International Airlines and compares them with the cultural environment of Air blue.
Essential feature of the current study is to investigate the culture of both of these airlines which ultimately effect the expectations of their customers. This study is focused on those dimensions of cultural difference and their impact on service quality which will facilitate the selected airlines to better assess the expectations of their customers.
1.2 Background:Organizational culture is an abstraction which is filled with forces which are created in practical organizational situations. Yet these all forces are very powerful since they operate outside any ones imagination. And these forces need to be reviewed since they help to explain many of the frustrating and astonishing experiences. Overall if these forces are reviewed they might help to understand the culture in a more diversified way.
A change in any one of these forces can cause a dramatic cultural change in organization. We can present an example over here that if a manager is new in an organization and trying to bring change he or she might experience resistance to that change. This is because they might be going against the present organizational culture.
Similarly it is very important to understand the organizational culture since it is directly related to the service which is being provided by the organization. It is required that organizations should prioritize this culture so that they can provide an environment in which the employees can work in a peacefully without any problems otherwise a bad culture could be threatening for the success of an organization.
There is another example where an organization only believed a particular thing when had an extensive debate. This debate when carried out popped some barriers but with clarification it turned out to be a successful debate. Ideas like these can help to mold the culture in a professional environment where employees can even adapt new changes quickly rather than acting as a barrier to the change.Airlines play a very important role in the overall economic development of the country.
Majority of airlines around the world are struggling to attract the customers and improve their service standards for customers’ retention. These airlines satisfy the customers by understanding their requirements and expectations (Smith, 1994). Similar to the airline industry of other countries, Pakistan Pakistan
So this study will help these two airlines to be aware of the cultural environment within these organizations and prioritize / improve their work cultures. The brief overview of Pakistan International Airlines and Air blue is as follows: Give introduction of the organization in context of your selected topic
Organizational culture could be measured quantitatively and qualitatively. The quantitatively measurement would include key cultural dimensions and the qualitatively would include stories, incidents, and symbols that represent the immeasurable ambience of the organization
The second area to be discussed is service quality. Service quality is the result of a complex network of several dimensions. The dimensions which can be also classified as parameters are reliability, tangibles, responsiveness, assurance, flexibility, safety, appearance, usability, and empathy.
Reliability is the ability to perform service accurately. In this particular project it could be reliability of either PIA or Air Blue to fly their flights on time as described on the schedule without any delays. Tangible consist of appearance of physical facilities which would be cabin appearance.
Responsiveness represents willingness to help customers, like arranging hotel facilities incase of flight delays due to weather. Assurance reflects the knowledge and courtesy of employees and empathy demonstrates the individualized caring of customers which could be taking care of a sick customer on flight and so on.
1.4 Research Objectives
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