Customer satisfaction of Vietnam Airline domestic service quality

Giao Ha Nam Khanh ()
Additional contact information
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
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

Downloads: (external link)
http://link.springer.com/10.1186/s40887-017-0019-4 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:ijoqin:v:3:y:2017:i:1:d:10.1186_s40887-017-0019-4

Ordering information: This journal article can be ordered from
https://jqualityinnovation.springeropen.com/

DOI: 10.1186/s40887-017-0019-4

Access Statistics for this article

International Journal of Quality Innovation is currently edited by Sang M. Lee

More articles in International Journal of Quality Innovation from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().