The Impact of the Perceived Service Quality on Customer Satisfaction: Case Study Airways Airport Batna in Algeria

This study aims at revealing dimensions and standards used by customers to evaluate the quality of services provided to them by the Algerian Airlines in Batna Airport. And determining the impact of these dimensions on the level of customer satisfaction. Been relying on the use of descriptive analytical method, in addition to using a case study approach through a case study to address the Batna airport to highlight the extent of satisfaction of its customers for services provided to them, depending on the design and distribution of a questionnaire to a sample survey in order to gather data about the views of the sample. Where is the community of study in various travelers who deal with the airways Airport Batna, the target sample consists of a group of customers were selected at random, and the number reached 100 customer Batna airport, 87 were retrieved form, any response rate reached 87%. The questionnaire is formed of two parts: the first part covers the questions relating to the personal information of the respondents (sex, educational level, occupation, purpose of travel, and a way to communicate with the company's offices, and the means of transport used to move to the airport), while the second part covers questions related to the extent of customer satisfaction about the quality of air transport services Batna Airport. This part is divided into eight sections in accordance with the criteria for evaluating the quality of service. The results indicated that Airlines Services Algerian Atriqy-to the required level and there are some dimensions influence the level of customer satisfaction in the areas of air transport services, where they were drawn in the form of the strengths and weaknesses of the company