The impact of service quality on customer satisfaction in airline industry: A Case Study of Kilimanjaro International Airport (KIA)

Matimati, Upendo Thomas (2020) The impact of service quality on customer satisfaction in airline industry: A Case Study of Kilimanjaro International Airport (KIA). Masters thesis, The Open University of Tanzania.

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Abstract

This study was conducted to examine the impact of service quality on customer satisfaction in the airline industry: The case of Kilimanjaro International Airport. The specific objectives were to identify the airline service quality dimensions toward satisfy the customer, to determine the airport facilities quality as observed by customers, to determine the pricing as observed by customers, and lastly to determine the importance of customer satisfaction in airline industry at Kilimanjaro Airport. This study employed a simple correlation research design targeting 100 respondents, were by a clustering sampling was drawn from the airlines namely Qatar Airways, Ethiopian Airlines, Kenya Airways, KLM and Precision Air customers. The primary data was collected using close ended structured questionnaires. The data was analyzed using SPSS V22, where by descriptive results were presented as frequencies and percentages. The results show that more than 70% of customers at Kilimanjaro International Airport were satisfied with the intangible service provided by airlines in terms of service dimensions, they trust the airlines and are ready to recommend others to use that airlines but they requested improvement of airport facilities and decreasing of airline. It is recommended that the more focus be on improving airport facilities for customer conveniences and airline to reduce prices. This will help to attract more customers to travel through Kilimanjaro International Airport and build strong airline market industry in Tanzania particularly. This will result in developing our capital and boosting Tanzania economy.

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