摘要：AbstractThe main purpose of the current study was to investigate the factors effective in the service quality of airline companies ba sed on the SERVQUAL Scale. Further, the relationships among service quality, satisfaction, trust and loyalty will be also studied. To achieve the purposes of the research, a field study was conducted on 259 passengers of Zagros Airline Company. The convenience-sampling plan was used to collect the data. The descriptive statistics, the confirmatory factor analysis, Pearson's correlation test and the structural equation modeling were used for data analysis. SPSS and AMOS Software were used for data analysis. The findings show that the service quality has a significant effect on the customer's satisfaction. Customer's satisfaction has also a significant effect on customer's trust, word of mouth (WOM) and the retention intention. In addition, WOM has a positive significant effect on the retention intention of the customers. However, no significant relationship was observed between the trust and the retention intention of the customers.
关键词：Service Quality;Trust;Loyalty;Satisfaction;Airline Company
