تقييم رضاء العميل في ضوء توقعاته لخدمة حجز تذاکر الطيران الالکترونية | ||
| Journal of Association of Arab Universities for Tourism and Hospitality | ||
| Article 6, Volume 22, Issue 3, June 2022, Pages 126-144 PDF (952.14 K) | ||
| Document Type: Original Article | ||
| DOI: 10.21608/jaauth.2022.131145.1345 | ||
| Authors | ||
| mona mosad* 1; Nevien Galal2; nermin Nasr3 | ||
| 1Domeitta institute | ||
| 2Tourism Studies Department, Faculty of Tourism and Hotels, Suez Canal University | ||
| 3Tourism Studies Department - Faculty of Tourism and Hotels - Suez Canal university | ||
| Abstract | ||
| The current research aims to highlight the importance of evaluating customer satisfaction in light of his expectations for the airline reservation service, and the extent to which customers’ opinions differ in their preference for a particular airline from others. The carrier, and finding ways to improve the service, the researcher relied on a random sample of customers who benefit from electronic airline ticket reservation services through airlines. The researcher distributed (400) questionnaire forms, and the researcher used the descriptive analytical method SSPS, to analyze the hypothesis of the study, and there is a statistically significant relationship between the dimensions of electronic airline ticket reservation services and the dimensions of customer satisfaction in the light of his expectations about airlines, the most important results that he reached. Where the researcher reached a number of outputs, the most important of which is there is a relationship between the dimensions of customer satisfaction in the light of his expectations of the different company providing air ticket reservation service. | ||
| Keywords | ||
| customer satisfaction; expectations; airline ticket reservation service | ||
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