• ANALYZING THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN AVIATION, A STUDY ON ARIANA AFGHAN AIRLINES

Samim Mastor, Ilkay KARADUMAN

Abstract:
Airline companies are in highly competitive situation in aviation industry to stay high handed in the market and keep the customers satisfied by their services. Airlines are alive based on their number of passengers, so to keep the business alive and ongoing an airline company should maintain their old customers and provide best services to attack the attention of new customers. Ariana Afghan Airlines was established in 1955, which is now in action as the only governmental airline company in Afghanistan. The airline is recognized as low cost and efficient carrier in Afghanistan air transportation market by standardizing their services, aircrafts and management system.