Customer satisfaction of Vietnam Airline domestic service quality View Full Text


Ontology type: schema:ScholarlyArticle      Open Access: True


Article Info

DATE

2017-12

AUTHORS

Giao Ha Nam Khanh

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. More... »

PAGES

10

Identifiers

URI

http://scigraph.springernature.com/pub.10.1186/s40887-017-0019-4

DOI

http://dx.doi.org/10.1186/s40887-017-0019-4

DIMENSIONS

https://app.dimensions.ai/details/publication/pub.1099695576


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