Service Quality Improvement In I.R.Iran Air Flights (A survey Based On Serv. Qual. Model)

Abstract

In this article the concepts of quality and customer's satisfactions in the service Industry are being discussed and a suitable Model for service quality measurement is presented. After developing the Model, priorities of necessary actions towards better service quality in Iran Air flights are calculated and tested according to distributed questionnaires among a random sample of passengers.

Keywords

• service quality
• serv.qual
• servise quality measurement
• customer's expectations and perceptions
• iran air