The Influence of Cultural Differences on Customer Satisfaction: The Case of Amman Airport (QAIA)

Abstract

Cultural differences between airport employees and passengers can substantially impact how those passengers evaluate and judge the quality of services provided to them at airports. In this regard, the present study aims to investigate whether the differences in cultural backgrounds between customers and airport employees affect the customers' comfortability and satisfaction while using Amman Airport. The data was collected via a questionnaire to measure customer satisfaction and comfortability. In addition, demographic factors, like age, gender and education, were also taken into consideration. The study sample includes purposively selected 100 passengers. For data analysis, SPSS 22.0 software was used. While customer satisfaction and comfortability vary with education and nationality, they do not show significant differences based on gender and age. However, there is a significant impact of cultural comfortability of passengers on their satisfaction.