DOI:

Abstract

\"The paper examines relation between quality of Vietnam Airlines domestic services\nand customer satisfaction by gathering opinions from 402 passengers employing\nSkytrax scale with some modification along with Cronbach?s alpha, EFA and multiple\nregression analysis. Results show that quality of Vietnam Airlines domestic services can be measured by\nthe following six components in order of importance: (1) boarding/deplaning/baggage;\n(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\nsuggestions to improve the service quality thereby enhancing the customer satisfaction\"

Keywords

Vietnam Airlines; Domestic Services; Service Quality; Satisfaction.