Investigation of the relationship between staff work ethics and customer satisfaction in central office of Mahan Air in Kerman

This study aimed at investigating the relationship between staff work ethics and customer satisfaction in central office ofMahan Air in Kerman. For this purpose, 158 staff of this company were selected via Cochran formula and simple random sampling method. In order to measure the variables of this research, work ethics questionnaire (Petty, 1990) and customer satisfaction questionnaire by Rampersad (translated by Mandegani, 2010) were utilized. The validity and reliability of the research tools were reinvestigated. Data analysis and hypothesis testing were also carried out using Pearson’s Correlation Coefficient and One-Way Analysis of Variance (ANOVA). The research results revealed that there was a positive and significant relationship between staff work ethics and all its components with customer satisfaction. The results of regression testing indicated that from among the components of staff work ethics, interest in work, collective spirit and participation in work were the best predictors of customer satisfaction. Moreover, the results of the conducted tests demonstrated that there was no significant difference among the viewpoints of the participants of the study regarding their demographic information like education, work experience and age.