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The success of airlines depends majorly on the ability to identify customer perception, expectation to achieve customer satisfaction. This paper aims to assess the quality of service provided by EGYPTAIR tourism and duty-free and its impact on customer satisfaction. To achieve that, this research employed a method of descriptive-analytical methodology by using an e- questionnaire tool. The sample was customers in EGYPTAIR tourism and duty-free. 255 questionnaires were administered; only (228) returned questionnaires were valid for the statistical manipulation of data with a response rate of 89.5 % from the total distributed questionnaires in social media. The results of the tools were analyzed using descriptive statistics, reliability analysis, coefficient analysis, Spearman correlation analysis, and regression analysis with the support of SPSS v.22. The research reached several results, Findings of this study revealed that all five dimensions of the SERVQUAL scale i.e. Tangibility, Reliability, Responsiveness, Assurance, and Empathy have a positive, direct and significant impact on customer satisfaction of EGYPTAIR tourism and duty-free. The results of the study indicated a strong positive correlation between the dimensions of service quality (tangible, reliability, responsiveness, assurance and empathy) and customer satisfaction. It can be concluded from this that EGYPTAIR tourism’s customer satisfaction can be increased by improving the service quality of all its dimensions. It is expected that findings of this study will help airlines to understand the role of various dimensions of service quality for enhancing their customer satisfaction. The research thus recommended Egypt Air Tourism & Duty-Free should develop its services with high quality at a reasonable price to help EGYPTAIR Tourism and Duty-free to compete and maintain customers. |
