Service Quality Relationship with Customer Satisfaction and Business Profitability (A Case Study of Royal Jordanian)

Abstract

The purpose in this research is  to find   the relationship  between service quality and customer satisfaction of the Royal Jordanian and the mediated relationships between the service quality and financial performance by customer satisfaction. To achieve this objective, the study utilises a quantitative instrument for customers of Royal Jordanian. A representative sample of customers (number=120) was recruited voluntarily in the study. The questionnaire sought information and financial performance, plus demographic details.

The results of this study suggested there is a relationship between service quality and customer satisfaction and financial performance.

Keywords: Jordan, Customer Satisfaction, Financial Performance, Service Quality, Royal Jordanian