Email this article IMPACT OF AIRLINE SERVICE QUALITY ON PASSENGERS’ SATISFATION IN VIET NAMx
About this article
Published: 15/12/18Authors
Do Thi My Trang
, University of Social and Labor Affairs
Abstract
The paper examines the effect of airline service quality on passengers’ satisfaction in the case of Vietnam by gathering opinions from 500 passengers who travelling on domestic routes. The airline service quality dimensions include airline tangible, terminal tangible, employees’ services or personnel, reliability, airport services, in-flight services, empathy and airline image were adapted from AIRQUAL suggested by Bari et al (2001) and several new items were selected from other existing previous studies. The results revealed that there is indeed a positively significant impact of airline service quality on passengers’ satisfaction. The paper also offers some suggestions to improve the airline service quality, and thereby increasing the passengers’ satisfaction.
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References
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