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Aviation

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  • Giao, Ha Nam Khanh

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.

Suggested Citation

  • Giao, Ha Nam Khanh, 2017. "Aviation," OSF Preprints gk27t, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:gk27t
    DOI: 10.31219/osf.io/gk27t
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