Journal of Economic Development
No. 187 , March 2010, Page 22-29


Effects Of Factors Of Service Quality On Customer Satisfaction In The Domestic Aviation Market In Vietnam
ĐỖ DUY NHẬT & BÙI NGUYÊN HÙNG

DOI:
Abstract
The primary objective of this study is to identify factors of service quality that influence customer satisfaction in the domestic aviation market in Vietnam by an empirical study on Vietnam Airlines customers. This study applies and compares SERVPERF and Airlines Industry models. A sample of 420 domestic passengers was administered at Taân Sôn Nhaát Airport. The results indicate that modified SERVPERF model includes four factors: Professionalism, Staff, Empathy and Tangibles; Airlines Industry model comprises four factors: Airlines capacity, In-flight Comforts, Bumping procedures and Baggage handling, and both models ensure reliability. Structural Equation Modeling (SEM) was conducted to test the theoretical models. The result of SEM indicates that both theoretical models fit to market data. The service quality dimensions that influence customer satisfaction are: Professionalism, Staff, In-flight comforts, Bumping procedures and Airlines Capacity. Of these factors, Professionalism exerts the biggest effect on the customer satisfaction. And the results also suggest that SERVPERF model accounts for customer satisfaction better than Airlines Industry model does.

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