Examining the mediating role of amity on the relationship between service quality and trust passengers of Hashemi Nezhad airport in Mashhad

Abstract

Represented quality service is a vital issue in competitiveness of service companies. Managers tend to measure the quality of services that represented to customers. Iranian firms can reach the customers expectation about service quality through the measurement of the main criteria in order to obtain customer satisfaction and trust. The aim of this research is to examine the effects of main characteristics of service quality (trust, empathy, tangibility, and assurance) on customer trust with the mediating role of amity. This is a descriptive - survey and practical study. A questionnaire was used to collect data. Validity and reliability have been approved using content and construct validity and Cronbach alpha respectively. The population consists of passengers at Hashemi Nezhad airport of Mashhad. Data analysis has been done using SPSS and LISREL software. The data analysis of 384 respondents approved the mediating role of amity in the relationship between Services quality dimensions and customer's trust. Moreover, the Services quality dimensions (trust, empathy, tangibility, and assurance) has direct relationship with amity and trust. And also amity has a significant relationship with trust.

Keywords

• service quality
• trust
• empathy
• tangibility
• assurance
• amity
• and trust