THE IMPACT OF QUALITY OF SERVICES IN THE CAR RENTAL COMPANIES ON CUSTOMER SATISFACTION
Published: 21 Aug 2015
Abstract: This study aims to investigate the impact of Quality of Services in the Car Rental Companies on Customer Satisfaction. The researcher uses the descriptive analytical approach, where theoretical framework depends on books, periodicals, and electronic articles, while fieldwork is covered by designing a questionnaire. The study population includes customers who rent cars in Amman, Jordan. The study depends on a convenience sample that consisted of 400 employees. 357questionnaires were returned, which represent 89.25% of the total sample.The study results indicated that there is an impact for the quality of services in the Car Rental companies in all its dimensions on customer satisfaction. Reliability dimension has the highest impact on customer satisfaction.
Keywords: quality of services, car rental companies, customer satisfaction
Download full text
Back to the contents of the volume
© 2017 The Author(s). This is an open access article distributed under the terms of the Creative Commons Attribution License http://creativecommons.org/licenses/by/3.0/
, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. This permission does not cover any third party copyrighted material which may appear in the work requested.