أثر جودة خدمة النقل الجوي على رضا الزبائن : دراسة ميدانية على عينة من زبائن الخطوط الجوية الجزائرية

الملخص EN

This study aims to identify the impact of the quality of air transport services through its five dimensions: tangibility, reliability, responsiveness, safety, and empathy on customer satisfaction, through a field study on a sample of Algeria airlines company customers.

The data was processed using the statistical program (IBM spss statistic v 25).

The study found a statistically significant relationship for the dimensions of tangibility and reliability on customer satisfaction, and its ence the dimension of response, the dimension of safety, and the dimension of empathy.