Evaluation of after Sales Services in Airline Companies Case study: EgyptAir

Abstract

This study aims to evaluate the Aftersales services in EgyptAir airline, in additionally the relationship among the quality of the provided services and customer satisfaction, especially the impact of after-sales services on customer satisfaction in EgyptAir airlines as a subject for a case study. The importance has grown as delivering high-quality service becomes a marketing requirement among air carriers as a result of competitive pressure. And After-sales service now is considered a potential source of revenue, profit and competitive advantage in most industries. This research was conducted by a survey on 460 passengers, 60 forms were excluded bringing the total of the valid forms retrieved (400) with a response rate (86.9%). The results of the tools were analyzed using descriptive statistics, reliability analysis, coefficient analysis, spearman correlation analysis, and regression analysis. With the support of SPSS22 .Through data analysis it seems that there is a positive correlation between service quality, after sales services and customer satisfaction. Therefore creating successful after sales services department plays an important role in influencing customer satisfaction. So EgyptAir should pay more attention to the feedback of their customers and be aware of rising technologies that might facilitate their daily operations and therefore the satisfaction of their passengers.