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Customer satisfaction of Vietnam Airline domestic service quality

Giao Ha Nam Khanh ()
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Giao Ha Nam Khanh: University Finance Marketing

International Journal of Quality Innovation, 2017, vol. 3, issue 1, 1-11

Abstract: Abstract The paper examines the relation between Vietnam Airline domestic service quality and customer satisfaction by gathering opinions from 402 passengers employing the Skytrax scale with some modification along with Cronbach’s alpha, exploratory factor analysis, 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 have directly proportional effects to customer satisfaction. The paper also offers some suggestions to improve the service quality, thereby enhancing the customer satisfaction.

Keywords: Customer satisfaction; Domestic service; Service quality; Vietnam Airline (search for similar items in EconPapers)
Date: 2017
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