THE IMPACT OF QUALITY OF SERVICES IN THE CAR RENTAL COMPANIES ON CUSTOMER SATISFACTION
Tareq N. Hashem
Pages: 494-502 Published: 21 Aug 2015
Views: 1,914 Downloads: 665
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