The impact of service quality strategy on travelers’ satisfaction: A case study of Queen Alia International Airport

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Abstract

This study examined how service quality dimensions (tangibility, responsiveness, reliability, assurance, and empathy) affect travelers’ happiness at Queen Alia International Airport (QAIA) in Jordan. Because of this, airports all over the world are competing fiercely to attract passengers. This healthy dose of healthy competition ensures that passengers are always satisfied with their airport experience. The study used a descriptive-analytical technique. This study targeted QAIA visitors. The study sample was convenience sampled by sending an electronic questionnaire to a large number of QAIA visitors and service users using Google Forms. After data collection, 339 questionnaires were recovered. After validity testing, 19 questionnaires were removed, and 320 were retained for statistical analysis. The Statistical Package for the Social Sciences (SPSS) was used to examine data. The study found that service quality (tangibility, responsiveness, reliability, assurance, empathy) significantly affected travelers’ satisfaction. The study advised airport administrators and officials to improve service quality, particularly tangibility and reliability. Standards and indicators to quantify and assess travelers’ satisfaction are needed to improve public services. The research emphasizes the critical need for the development of standardized metrics and indicators aimed at quantifying and assessing traveler satisfaction. This would facilitate ongoing improvements in public services at QAIA and contribute to a more positive and enjoyable experience for all travelers passing through the airport.

Keywords: Service Quality, Travelers’ Satisfaction, Queen Alia International Airport (QAIA)

Authors’ individual contribution: Conceptualization — N.N.A.; Methodology — N.N.A.; Validation — M.S.A.; Formal Analysis — M.S.A.; Investigation — M.S.A.; Resources — T.H.; Data Curation — T.H.; Writing — Original Draft — T.H.; Writing — Review & Editing — D.Q.; Visualization — D.Q.; Supervision — D.Q.; Project Administration — M.S.A. and M.W.A.-K.; Funding Acquisition — M.W.A.-K.

Declaration of conflicting interests: The Authors declare that there is no conflict of interest.

JEL Classification: M300, M310, M39

Received: 28.03.2025
Revised: 20.07.2025; 17.09.2025; 17.11.2025
Accepted: 11.12.2025
Published online: 15.12.2025

How to cite this paper: Ali, N. N., Allan, M. S., Hashem, T., Qasim, D., & Al-Khammash, M. W. (2025). The impact of service quality strategy on travelers’ satisfaction: A case study of Queen Alia International Airport. Corporate and Business Strategy Review, 6(4), 222–232. https://doi.org/10.22495/cbsrv6i4art20