Customer Satisfaction and Quality of Vietnam Airlines Domestic Services

Abstract

 The paper examines relation between quality of Vietnam Airlines domestic services 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 quality of Vietnam Airlines domestic services can be measured by the following six components in order of importance: (1) boarding deplaning baggage; (2) check-in; (3) in-flight services; (4) reservation; (5) aircraft; and (6) flight crew. All nof them are directly proportional to customer satisfaction. The paper also offers some suggestions to improve the service quality thereby enhancing the customer satisfaction.http://jabes.ueh.edu.vn/Home/SearchArticle?article_Id=9b2a3434-ac46-44b7-8ac5-ae94f81dc02c