CRM Marketing Of Iran Air

Presence of foreign airlines in the airline market in Iran and bather the competition that led to massive loss of market share by Iranian airlines on the one hand; and lack of full concept of clients and their rights violation on the other hand; had engaged my mind for a long time and was an incentive for this research. This research has based on customer relationship management (CRM), satisfaction of client, expectation disconfirmation theory and service quality framework (SERVQUAL). This study focused on the client's point of view; in this regard,9 international flights of IranAir have been studied and managerial- theoretical concepts information were obtained will present. The most important and vital managerial concept is the airlines which has old fleet of airplane can still obtain customer satisfaction process; there is several factors affecting clients satisfaction. The theoretical concept suggests a high relation between expectation disconfirmation and perceived performance which lead to satisfaction. By this study, the expectation disconfirmation is confirmed in airline industries. Finally, the priority that Iranian airline must focus on is sense of responsibility and accountability to clients.