Abstract:
This thesis assessed service quality and customer satisfaction in the case of Ethiopian
airlines Arba Minch airport. The research method consisted of a survey regarding
satisfaction with the airline services. A structured questionnaire was developed using the
SERVQUAL model as a benchmark. The questionnaire was personally administered to the
target population particularly for the members of Sheba miles passengers within the airport.
Convenience samplingtechnique was used in the study to take a sample from the population.
Aquestionnaire was designed based on the model in order to examine all the five dimensions
of servicequality in the model for airline. A total sample of156 respondents who have made a
flight with Ethiopian airlines at Arba Minch airport particularly members of Sheba miles
were taken as a respondent. The final research sample consisted of 148 participants.
Tangibles, assurance, responsiveness, reliability andempathy are five features of the model
and in all five dimensions the passengers are satisfied. The results of correlation analysis
indicates that all five dimensions have a negative relationship with overall customer
satisfaction. The regression analysis shows that expect tangibles and empathy other service
quality dimensions had a negative effect on overall customer satisfaction. But when we see
group mean differences reliability and tangibles had the least mean scorevalue which implies
passengers are not satisfied with those services. So, the management of EAL Arba Minch
airport should improve its services by trainingemployees and improve visually attractive
facilities. Finally the management of Ethiopian airlines Arba Minch airport should improve
its ability to perform the promised service dependably and accurately with all dimensions to
attain its objectives which is satisfying the passengers by providing better quality service
delivery.
