دور جودة خدمات المطارات في تعزيز رضا الزبون الصناعي دراسة ميدانية على شركات الطيران بمطار هواري بومدين الدولي

Abstract

This study aims at highlighting the best quality standards in the service of the HOUARI BOUMEDIENE International Airport in Algiers, which in turn enhances the satisfaction of its airlinesand a.And to be more familiar with the subject, we used the descriptive approach to provide the theoretical background ,using the questionnaire method in this area to collect information for a sample of 20 airlines, including Arab and foreign ,where it included questions related to the variables and dimensions of quality of service and questions about the satisfaction of airlines,as designed in a manner consistent with the achievement of the objectives of the final study users in it statistical Program SPSS 20,where it was confirmed the indications of sincerity and stability by 0.916 .In the last, the study concluded with a number of results, which is:There is a correlation between the quality of airport services and the satisfaction of the industrial customer;There is a statistically significant relationship between service quality dimensions sensitivity, responsiveness, reliability, safety, empathy) Explain the persontage respectively 0.43 0.48 0.41 0.63 0.52 of customer satisfaction airlines ,There are no statistically significant differences in the responses of airlines regarding the intermediate variables (nature of ownership, type of company, experience and type of service).