The impact of perceived service quality dimensions on customer satisfaction in the airline industry in Ghana

Edward Markwei Martey, Joseph Frempong

Abstract


The purpose of this study is to survey the relationship between service quality and customer satisfaction and the main objective is to discuss the impact of perceived service quality dimensions on customer satisfaction in the airline industry in Ghana. The data were collected with self-administered questionnaire and interview. Perceived service quality was measured using modified SERVQUAL model.

Keywords


perceived service; quality dimension; customer satisfaction

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Copyright (c) 2014 Edward Markwei Martey, Joseph Frempong

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