دور جودة الخدمات في ضمان رضا الزبائن من خلال خلق و تقديم القيمة في المطارات : دراسة حالة مطار وهران
Other Title(s)
The role of quality of service in customer satisfaction through proposal and value creation at airports : the case of Oran airport
Author
Source
Issue
Vol. 2019, Issue 31 (30 Nov. 2019), pp.94-111, 18 p.
Publisher
El Bassira Center for Research Consulting and Learning Services
Publication Date
2019-11-30
Country of Publication
Algeria
No. of Pages
18
Main Subjects
Topics
Abstract EN
Customer satisfaction is one of the main sources of value creation within companies, particularly those operating in the air transport sector.
Based on a questionnaire conducted by Oran Airport, which reached 325 passengers in international departure and 121 passengers in national departure, we will analyze the quality of service and customer satisfaction through value proposition and creation.
The results have showed various deficiencies and deterioration in the quality of services, both qualitatively and qualitatively.
In this respect, the new project of modernizing the airport infrastructure has addressed these shortcomings proposing new value and improving service quality; which is of vital importance for designing the airport strategy.
Improving service quality and customer satisfaction requires the modernization of airport structures and the valorization and development of the human factor .
American Psychological Association (APA)
زقاي، وليد. 2019. دور جودة الخدمات في ضمان رضا الزبائن من خلال خلق و تقديم القيمة في المطارات : دراسة حالة مطار وهران. دراسات اقتصادية،مج. 2019، ع. 31، ص ص. 94-111.
https://search.emarefa.net/detail/BIM-932070
Modern Language Association (MLA)
زقاي، وليد. دور جودة الخدمات في ضمان رضا الزبائن من خلال خلق و تقديم القيمة في المطارات : دراسة حالة مطار وهران. دراسات اقتصادية ع. 31 (تشرين الثاني 2019)، ص ص. 94-111.
https://search.emarefa.net/detail/BIM-932070
American Medical Association (AMA)
زقاي، وليد. دور جودة الخدمات في ضمان رضا الزبائن من خلال خلق و تقديم القيمة في المطارات : دراسة حالة مطار وهران. دراسات اقتصادية. 2019. مج. 2019، ع. 31، ص ص. 94-111.
https://search.emarefa.net/detail/BIM-932070
Data Type
Journal Articles
Language
Arabic
Notes
يتضمن مراجع ببليوجرافية : ص. 109-111
Record ID
BIM-932070