Assessing Service Quality in the International Flights of Islamic Republic of Iran Airlines (HOMA) Using SERVQUAL Model

Regarding the competitive atmosphere and increasing customersʹ expectations of service quality in aviation industry, airlines plan to set up their policies and activities in such a way that they can outpace their rivals in offering high quality services to meet the customersʹ needs. In this paper, the researchers have assessed quality of the services offered in international flights of the Islamic Republic of Iran Airlines (HOMA) using the Servqual model through questionnaires. Assessment of HOMA customersʹ satisfaction may help the managers realize the expectations of the customers and consider the feedbacks in their policies and programs. The statistical population of this descriptive survey includes the passengers of Imam Khomeini International Airport (IKIA). Cluster sampling has been used in the survey and the hypotheses have been tested using dependent/independent t-student test. Results show that there is a meaningful difference between the customersʹ expectations and their perceptions of the quality of HOMA international flights services. It is recommended to conduct similar research for other airlines to perform comparative analysis.