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رضایت مندی مشتری بر روی صنعت هواپیمایی با استفاده از مدل SERVQUAL
غلام زاده، مهدیه Gholamzadeh, Mahdieh
Customer Satisfaction in Airline Industry by Using SERVQUAL Model
Gholamzadeh, Mahdieh | 2011
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- Type of Document: M.Sc. Thesis
- Language: English
- Document No: 42262 (54)
- University: Sharif University of Technology, International Campus, Kish Island
- Department: Management and Economics
- Advisor(s): Beirjandi, Heshmat
- Abstract:
- In today‘s world, the need for travel to different places for various reasons like politics, business and entertainment is unavoidable. This demonstrates the importance of the airline industry and the attention is achieved from the society. Different airlines try various strategies to satisfy more customers of this industry and of course more benefit would arise. These strategies would work more efficiently based on the outcome of a sound research on the exact needs of the customers, their perceived quality and expectations, and the gaps between the two and how they can be filled. This research follows the aim of understanding customer satisfaction for airline industry in Kish Island .In order to carry out such a study, SERVQUAL Model was applied. A questionnaire was used for the purpose of data collection. To analyze the data statistically, ANOVA test was utilized. A customer satisfaction survey has been conducted that gathers information on the most important attributes of customer satisfaction. These attributes have been realized by an exploratory study during the first part of this research. It also provides a rank order for the most important attributes impacting the perception of customer for this particular case i.e. the three airlines under study. Moreover, it was aimed to find the gap of perception and expectation. The result can help the airline industry to understand their customer‘s perception of them, what they expect of them, and to devise good strategies to satisfy more customers
- Keywords:
- Service Quality ; Airline Industry ; Customer Satisfaction ; Marketing Airline ; Service Quality Model
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