The Impact of Internet of Things on Customer Satisfaction: Field Study on Passengers in Queen Alia International Airport أثر إنترنت الاشياء على رضا الزبائن: دراسة ميدانية على الركاب في مطار الملكة علياء الدولي

الفقير, معاذ جهاد محمد (2019) The Impact of Internet of Things on Customer Satisfaction: Field Study on Passengers in Queen Alia International Airport أثر إنترنت الاشياء على رضا الزبائن: دراسة ميدانية على الركاب في مطار الملكة علياء الدولي. Masters thesis, جامعة الشرق الاوسط.

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Abstract

The purpose of this study is to investigate the impact of Internet of things on customer satisfaction in Queen Alia International Airport. This study use the descriptive analytical method is used to classify and analyze the data collected from 376 respondents. Data gathered from passengers at Queen Alia International Airport by questionnaire and carried out, after asserting normality, validity and reliability of the tool, descriptive analysis (SPSS) was conducted and correlation between variables checked. Finally, the impact was tested by multiple regressions. The result of this study show that after the variables (Security, Scalability), that significance were (0.000) less than (0.05), indicating that Security, Scalability have a statistically significant effect on customer satisfaction, and the rest of the element (Cost) has a positive effect that is apparent, but not statistically significant. This study conducted at Queen Alia International Airport in Amman. It is recommended to give more attention to the security and scalability in order to have a better effect on customer satisfaction. Keywords: Internet of things, Customer satisfaction, Queen Alia International Airport.

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