SERVICES QUALITY IN AVIATION INDUSTRY ON CUSTOMER SATISFACTION OF AIRLINE PASSENGERS THE CASE STUDY ADEN ADDE INTERNATIONAL AIRPORT IN SOMALIA
SERVICES QUALITY IN AVIATION INDUSTRY ON CUSTOMER SATISFACTION OF AIRLINE PASSENGERS THE CASE STUDY ADEN ADDE INTERNATIONAL AIRPORT IN SOMALIA

Summary/Abstract: This article investigates the impact of service quality management and customers ‘satisfaction in aviation industry based on airline passengers at Aden Adde International Airport. It is qualitative methodology’s research which uses two variables that identified as service quality and customer satisfaction based on aviation industry. To assess the impact of the services quality on customer satisfaction in aviation, this article develops the five dimensions of the services quality proxy variables such as check-in customer services, in-flight services, customer airport reliability services, airport cargo customer services and responsiveness of employees for delivering services to the airline customers. The main objective of these proxies’ variables is to measure the effectiveness of the service quality on customer satisfaction. In order to examine the impact of service quality that delivered on customer satisfaction, this article develops the conceptual framework that gives the real structure bases on service quality on customer’s satisfaction. The study finds that there is strong correlation between the service quality and customers’ satisfactions. The relations affect both, meaning that the service quality of the airport depends on customers’ satisfactions and the customers’ satisfactions depend on service quality in the aviation industries. From this relationship the policy makers will develop a new policy that will add more clarity values to the human resources and operational management and the development of civil aviation customer services at the Aden Added International Airport in Somalia.

• Details
• Contents