Aviation

Ha Nam Khanh Giao

No gk27t, OSF Preprints from Center for Open Science

Abstract: The paper examines relation between Vietnam Airline Domestic service quality and customer satisfaction by gathering opinions from 402 passengers employing Skytrax scale with some modification along with Cronbach’s alpha, EFA and multiple regression analysis. Results show that Vietnam Airline Domestic service quality can be measured by the following six determinants in order of decreasing importance: (1) boarding/deplaning/baggage; (2) check in; (3) in-flight services; (4) reservation; (5) aircraft; and (6) flight crew. All of them are directly proportional effect to customer satisfaction. The paper also offers some suggestions to improve the service quality thereby enhancing the customer satisfaction.

Date: 2017-06-11
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Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:gk27t

DOI: 10.31219/osf.io/gk27t

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