Effect of applying quality fundamentals on the performance of airline companies working in the Jordanian market: Field study

Abstract

This study aims to understand the effect of applying quality fundamentals in the airline companies working in the Jordanian market, as well as to understand the most prominent obstacles to applying these basic elements of quality fundamentals. The study includes all airline companies working in Jordan, where (90) questionnaires were distributed to a study sample based on this universe. Of these, some 60 good questionnaires were received and analyzed. This study came to the following conclusions. Where the philosophy of service quality management was applied, this had a significant impact on (1) the profitability of airline companies, (2) the annual growth of sales of airline companies, and (3) reduction in quality costs in airline companies. This is additionally demonstrated by a positive correlation between the degree to which the philosophy of service quality management was applied and (4) the increase in profitability of airline companies (excluding ‘work difference’), (5) the annual growth of sales in airline companies (excluding ‘focusing on customer’), and (6) the decrease in quality costs in airline companies.