Impact of gender on customer satisfaction : Batna's airport users

Abstract EN

The aim of this paper is to investigate the existence of customer satisfaction differences based on gender regarding airports' services, taking Batna's Airport as a case study.

Customer satisfaction is considered an important key performance indicator and even a proof for quality.

Besides, airports represent an important playground for airway transport companies.

A questionnaire was prepared for the data collection using eight quality dimensions.

It was distributed in the airport directly during March 2015.

SPSS 20 was later used for the data analysis.

The results show that there are significant gender based differences in customer satisfaction and that every quality dimension affects global customer satisfaction differently based on gender.