The Impact of Service Quality Dimensions on Customers Satisfaction at Jordanian

Abstract

This study examines the correlation between the quality and service of Jordan Airport and its influence, specifically focusing on the suitability of the quality characteristics. Quality is assessed based on the quality of service required, whether it is high or low, using five fundamental criteria: reliability, guarantees, responsiveness, tangibles, and utilization. The assessment of passenger and customer satisfaction is accomplished using the Cartepe scale. Studies revealed that a total of 475 individuals were randomly allocated among the passengers of Jordanian Airlines. A regression analysis was conducted to ascertain the impact of service quality on passenger satisfaction. The findings indicate that all variables exhibit a positive correlation rather than an inverse correlation, since they positively influence passenger satisfaction and have a dependable position in the aviation sector.