Vietnam airlines service quality
Tran, Ngoc Anh
Cardiff Metropolitan University
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This dissertation focuses to study the interaction between service quality and its dimensions with customer satisfaction with full service carrier on international flight in Vietnam. The basis for research will be constructed from conception of service quality, airline service quality and its dimensions, customer satisfaction and social personality of airline customer which is synthesised from previous research in past. The research will go deeply to indicate, conceptualize and analysis interaction between airline service quality dimensions and customer satisfaction with each or overall service quality in Vietnam. In addition, the structure of research model is synthesised from similar previous research in determining impact level of each service quality dimension to customer in Vietnam. And then, the survey process will be performed based on questionnaire table which be constructed in related closely to argument of literature review. Furthermore, the research also access and indicate important level of each service quality dimensions in customer perceived that link to shape customer satisfaction through their experiences about airline service. Concurrently, this dissertation also propose the argument about the reasons of the differentiation between role of each service quality dimensions in customer perceived and their satisfaction in creating behaviour intention and introduction to other persons about airline service. Based on the assessment about airline service quality dimensions and customer satisfaction in Vietnam, the some ideas of managerial implication will be proposed for improvement airline service quality that is corresponding with fact business condition in Vietnam. Finally, the some opinion for development of research will be support for future with mission to get more perfect overview about Vietnam airline industry and its service quality.
Masters in Business Administration
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