The influence of cultural comfortability on customer satisfaction: the case of Amman Airport

Cultural differences between airport employees and passengers can have a substantial impact on how those passengers evaluate and judge the quality of services provided to them at airports. In this regard, the purpose of the present study is to investigate whether the differences of cultural backgrounds between customers and national employees effect the comfortability and satisfaction of customers using the example of Amman Airport. The demographic factors such as age, gender and education was also taken into consideration. The questionnaire was distributed to 100 passengers at the Amman Airport. While both cultural comfortability and customer satisfactions differs by education and nationality, they do not show significant differences based on gender and age. On the other hand, there is a significant impact of cultural comfortability of passengers on their satisfaction. The results of the present research are similar with most of the studies that have discussed the culture within the concept of business, and confirmed that a cultural difference effect