MODELING CUSTOMER SATISFACTION USING STRUCTURAL EQUATION MODELING BASED ON SERVICE QUALITY MEASUREMENT IN AIRLINE INDUSTRY

As the nature of services provided by airlines is a little different to other service industries, additional research is needed to evaluate the service quality of airline services and its effects on customer satisfaction using appropriate dimensions of service quality. The service industry is one of the most important sectors these days, especially when considering service quality as an important tool in enabling organizations to differentiate themselves in a very challenging environment. Customers expect personalized service, reliable employees and personal warmth in the service delivery, and those elements will ultimately make the customers more satisfied with the service purchased.