The effect of corporate image and service quality on customer satisfaction Airlines in under international sanctions

Due to the passage of international sanctions on Iran, the country's airline industry is faced with a few opportunities. And to use these rare opportunities in the airline company, the first step is planning to improve the quality of service and increase customer satisfaction. But due to negative publicity after sanctions against Iranian airlines, the image of these companies is not a good look for foreign customers. This can be effective the perceived value and perceived quality by customers. However, a combination questionnaire was used to determine the level of customer satisfaction and loyalty of service quality and corporate image in Iranian airlines. The sample of research was included ۴۰۰ international passenger airline companies in Iran Imam Khomeini International Airport, Tehran. The questionnaire was distributed randomly among them. The data were collected. The partial least squares were used for the analysis of research data and studies have confirmed all hypotheses. The results showed that service quality and corporate image plays a key role in foreign passengers’ satisfaction. And examining complaints and value creation in services is an important role in improving loyalty and customers’ satisfaction.

کلیدواژه ها:

service ، quality of service ، company image ، customer satisfaction