Dubai, perhaps the best-known city in the United Arab Emirates
(UAE), has long been a magnet for tourists and shoppers. The
number of people visiting Dubai in 2012 was about 10 million,
twice the population of the UAE. These numbers are expected to
increase due to Dubai's successful bid to host Expo 2020 and it
comes as no surprise that the vast majority of Dubai's guests will
arrive by plane. The satisfaction of these visitors is particularly
important to the airline business and to the economic growth of the
country as a whole. Measuring customer satisfaction in the airline
industry is becoming ever more frequent and relevant due to the
fact that the delivery of high-quality service is essential for airlines'
survival and crucial to the competitiveness of the airline industry
(Park et al., 2005). Recently, competition between airlines has
become more intense and service quality of airlines is receiving
more attention than ever before. High-quality service has become a
requirement in the market among air carriers, and helps companies
to gain and maintain customer loyalty. It also leads to creating
competitive pressure among air carriers (Chen et al., 2011). To
achieve a high level of customer satisfaction, a high standard of
service quality should be delivered by the service provider, since
service quality is considered the basis for customer satisfaction