The Impact of Service Quality Dimensions on Customer Satisfaction A Field Study on Customers of Yemenia Airways.
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Abstract
The study aimed to identify the impact of service quality dimensions—namely, (Airline Tangibles, Terminal Tangibles, Employee Quality, Safety and Security, Empathy, and Airline Image —on achieving customer satisfaction. This was a field study conducted on Yemenia Airways using the AIRQUAL model. To achieve the study’s objective, the researchers adopted the descriptive analytical method and utilized a questionnaire as the primary tool for data collection from the target sample. The study population consisted of passengers traveling with Yemenia Airways, and a sample of (198) passengers was selected The study found that the overall mean of the availability of service quality dimensions in Yemenia Airways was moderate. Similarly, the overall level of customer satisfaction was also at a moderate level. The findings showed a statistically significant effect of the service quality dimensions on customer satisfaction at a significance level of (0.05) , with varying degrees of influence among the dimensions. The study recommended the need for continuous improvement in service quality through periodic evaluation and identification of areas for enhancement in each dimension to increase customer satisfaction and improve their experience with the airline.
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Service quality dimensions, customer satisfaction, AIRQUAL model, Yemenia Airways.
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