Artikel
Customer satisfaction of Vietnam Airline domestic service quality
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.
- Sprache
-
Englisch
- Erschienen in
-
Journal: International Journal of Quality Innovation ; ISSN: 2363-7021 ; Volume: 3 ; Year: 2017 ; Issue: 10 ; Pages: 1-11 ; Heidelberg: Springer
- Klassifikation
-
Management
- Thema
-
Customer satisfaction
Domestic service
Service quality
Vietnam Airline
- Ereignis
-
Geistige Schöpfung
- (wer)
-
Giao Ha Nam Khanh
- Ereignis
-
Veröffentlichung
- (wer)
-
Springer
- (wo)
-
Heidelberg
- (wann)
-
2017
- DOI
-
doi:10.1186/s40887-017-0019-4
- Handle
- Letzte Aktualisierung
-
10.03.2025, 11:43 MEZ
Datenpartner
Dieses Objekt wird bereitgestellt von:
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. Bei Fragen zum Objekt wenden Sie sich bitte an den Datenpartner.
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. Bei Fragen zum Objekt wenden Sie sich bitte an den Datenpartner.
Objekttyp
- Artikel
Beteiligte
- Giao Ha Nam Khanh
- Springer
Entstanden
- 2017
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