customer's mental image using Net Promoter Score from airlines company

Nowadays survival of companies and materializing their vision depends on, and is guaranteed by, the company's capability in attraction and maintenance customers. The Corporate image, as a potential effective source, plays an important role in customer's behavior while making halo effect in customer's satisfaction, specially, in the context of maintenance customers and their loyalty. The main goal of this research is to measure service quality by means of the concepts of SERVQUAL and Net Promoter Score (NPS), as well as measurement of the Corporate image from the customer's perspective with the proposed approach. This approach as the innovation of the research is able to size the Corporate image by combining NPS and SERVQUAL. The case study is on passengers in the arrivals for 3 airlines: A,B, C. the result shows the effect of customer's loyalty on the Corporate image based on the proposed model. Among the 3 mentioned airlines, A airline enjoys a better condition.