Document Details

Document Type : Article In Journal 
Document Title :
Measuring Services Quality Rendered by Royal Jordanian to Arab Travelers Based on Attitudinal Concept and Gap Theory
قياس جودة الخدمات التي تقدمها الملكية الأردنية إلى المسافرين العرب بالاستناد إلى المدخل الاتجاهي ومدخل نظرية الفجوة
 
Subject : Economics 
Document Language : Arabic 
Abstract : This research study entitled: "Measuring Service Quality Rendered By Royal Jordanian To Arab Travelers Based On Attitudinal Concept and The Gap Theory" is aimed at measuring quality of services rendered by Royal Jordanian from Arab travelers' point of view. In addition to examining any statistical relationships between variables such as, gender , age ,nationality , frequency of traveling during the year, and the companies difference in dealing with travelers on one hand and quality evaluation on the other hand. A random sample of (1032) Arab travelers was selected from those who arrived or departured via Queen Alia Airport on Royal Jordanian flights. The study concluded that the actual service quality rendered to travelers is moderate; where as the expected level of quality was high. Besides, there was a relationship between frequency of traveling, nationality, age, and the companies' difference in dealing with travelers and the evaluation of the actual quality. The study recommended that the management of the Royal Jordanian should continue working very seriously to upgrade the level of services quality in all dimensions and to develop employees' skills to deal with travelers through special training. Moreover, it is strongly recommended to conduct marketing studies related to quality of services and involving the results in any future marketing strategy.  
ISSN : 1319-0997 
Journal Name : Economics and Administration Journal 
Volume : 22 
Issue Number : 2 
Publishing Year : 1429 AH
2008 AD 
Article Type : Article 
Added Date : Sunday, October 11, 2009 

Researchers

Researcher Name (Arabic)Researcher Name (English)Researcher TypeDr GradeEmail
مصطفى سعيد الشيخMustafa S. Al-ShaikhResearcher  
خالد حسين الكرديMurad O. DarwishResearcher  

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