Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/241963 
Year of Publication: 
2017
Citation: 
[Journal:] International Journal of Quality Innovation [ISSN:] 2363-7021 [Volume:] 3 [Issue:] 10 [Publisher:] Springer [Place:] Heidelberg [Year:] 2017 [Pages:] 1-11
Publisher: 
Springer, Heidelberg
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.
Subjects: 
Customer satisfaction
Domestic service
Service quality
Vietnam Airline
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article

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