تقييم رضاء العميل في ضوء توقعاته لخدمة حجز تذاکر الطيران الالکترونية

Document Type : Original Article

Authors

1 Domeitta institute

2 Tourism Studies Department, Faculty of Tourism and Hotels, Suez Canal University

3 Tourism 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.

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