چكيده لاتين :
Measuring Services Quality Rendered by Royal Jordanian to Arab Travelers Based on Attitudinal Concept and Gap Theory
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 travelersי 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 companiesי 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 employeesי 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.
