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Customer satisfaction of Vietnam Airline domestic service quality

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  • Giao Ha Nam Khanh

    (University Finance Marketing)

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.

Suggested Citation

  • Giao Ha Nam Khanh, 2017. "Customer satisfaction of Vietnam Airline domestic service quality," International Journal of Quality Innovation, Springer, vol. 3(1), pages 1-11, December.
    • Handle: RePEc:spr:ijoqin:v:3:y:2017:i:1:d:10.1186_s40887-017-0019-4
    DOI: 10.1186/s40887-017-0019-4
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    References listed on IDEAS

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    1. Aksoy, Safak & Atilgan, Eda & Akinci, Serkan, 2003. "Airline services marketing by domestic and foreign firms: differences from the customers’ viewpoint," Journal of Air Transport Management, Elsevier, vol. 9(6), pages 343-351.
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    Cited by:

    1. Tanjim Istiaque Chowdhury & Md Rakibul Hoque & Peter Wanke & Mohammad Zahir Raihan & Md Abul Kalam Azad, 2022. "Antecedents of Perceived Service Quality of Online Education During a Pandemic: Configuration Analysis Based on Fuzzy-Set Qualitative Comparative Analysis," Evaluation Review, , vol. 46(3), pages 235-265, June.
    2. Samuel Godadaw Ayinaddis & Birhan Ambachew Taye & Bantie Getnet Yirsaw, 2023. "Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation," Journal of Innovation and Entrepreneurship, Springer, vol. 12(1), pages 1-18, December.
    3. Yu-Shen Fang & Li-Chun Fang, 2022. "A Review of Chinese E-Commerce Research 2001-2020," International Journal of E-Business Research (IJEBR), IGI Global, vol. 18(1), pages 1-22, January.

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