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Study of the Effect of Service Quality on Customer Satisfaction, (Case Study: Zagros Airlines)

Select Volume / Issue:

• Volume 2,Issue 4, July 2015

Year:

2015

Type of Publication:

Article

Keywords:

Satisfaction, Service Quality, Trust Ability, Warrant, Tangible Facilities, Health And Safety, Communication Ability, Zagross Airlines

Authors:

• Albonaeimi, Dr. Ebrahim
• Hatami, Masoud

Journal:

IJIRES

Volume:

2

Number:

4

Pages:

325-328

Month:

July

BibTex:

@article{350, author = "Dr. Ebrahim Albonaeimi and Masoud Hatami", abstract = "One of the important evolutions at the end of the century in the field of performance enhancement was the measuring of customer satisfaction as a main requirement of management systems in corporations and firms. Several efforts of business managers and experts in order to enhance performance management tools and to develop the responses to customers, shows that Customer satisfaction is One of the important factors for any organization in business matters. Since Customer satisfaction is one of the important factors for any organization, we study the effect of service quality on customer satisfaction in Zagross Airlines. We utilized questionnaires to collect data for testing the 6 hypothesis of this study. The questionnaires have been distributed among 380 customers of Zagross Airlines. In order to analyze the relationship between our variables we used SPSS software for connection between the variables. The results show a positive and meaningful relationship between customer satisfaction and service quality.", journal = "IJIRES", keywords = "Satisfaction, Service Quality, Trust Ability, Warrant, Tangible Facilities, Health And Safety, Communication Ability, Zagross Airlines", month = "July", note = "This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. CC BY-NC-SA 4.0 Creative Commons License: https://creativecommons.org/licenses/by-nc-sa/4.0/", number = "4", pages = "325-328", title = "{S}tudy of the {E}ffect of {S}ervice {Q}uality on {C}ustomer {S}atisfaction, ({C}ase {S}tudy: {Z}agros {A}irlines)", volume = "2", year = "2015", }

Note:

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. CC BY-NC-SA 4.0 Creative Commons License: https://creativecommons.org/licenses/by-nc-sa/4.0/

Abstract:

One of the important evolutions at the end of the century in the field of performance enhancement was the measuring of customer satisfaction as a main requirement of management systems in corporations and firms. Several efforts of business managers and experts in order to enhance performance management tools and to develop the responses to customers, shows that Customer satisfaction is One of the important factors for any organization in business matters. Since Customer satisfaction is one of the important factors for any organization, we study the effect of service quality on customer satisfaction in Zagross Airlines. We utilized questionnaires to collect data for testing the 6 hypothesis of this study. The questionnaires have been distributed among 380 customers of Zagross Airlines. In order to analyze the relationship between our variables we used SPSS software for connection between the variables. The results show a positive and meaningful relationship between customer satisfaction and service quality.

Full text: IJIRES_350_Final.pdf Online version [Bibtex]