A study on passenger satisfaction of vietnam airlines in flight services
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: A study on passenger satisfaction of vietnam airlines in flight services
A study on passenger satisfaction of vietnam airlines in flight services
•OPENUNIVERSlTY MALAYSIA@ HUTECHAdvisor’s assessmentAdvisor’s signature2OPEN UNIVERSITY w MAI AYS IA^JHUTECHAcknowledgementIwant to give my special th A study on passenger satisfaction of vietnam airlines in flight services hanks to A.Prof Nguyen Phan, who gives me the guidance, knowledge, the instruction and his real experiences to do this research.I also would like to express my thanks to my friends who helped me with very useful information to do this research.Finally, I would like to extend a special thankfulness t A study on passenger satisfaction of vietnam airlines in flight services o members of my family and my colleagues for their efforts and support during my course and survey.With kindest regards,Ho Chi Minh City, April 2014.KA study on passenger satisfaction of vietnam airlines in flight services
hoi, Nguyen Viet3&HUTECHABSTRACTCustomer satisfaction is a measure of how products and services supplied by a company meet or improve on customer expe•OPENUNIVERSlTY MALAYSIA@ HUTECHAdvisor’s assessmentAdvisor’s signature2OPEN UNIVERSITY w MAI AYS IA^JHUTECHAcknowledgementIwant to give my special th A study on passenger satisfaction of vietnam airlines in flight services ness strategies in a competitive marketplace where businesses compete for customers. Marketers are also aware that measuring customer satisfaction provides an indication of how successful the organization IS at providing products or services to the marketplace. The aim of this study was to explore t A study on passenger satisfaction of vietnam airlines in flight services he perception of Vietnam Airlines passengers to the in-flight services provided by the company. The model used to examine customer satisfaction on serA study on passenger satisfaction of vietnam airlines in flight services
vice quality IS SERQUAL developed by Parasuraman, Zeithaml, and Beny and the five-point scale of SERVPEX, proposed by Robledo (2001). To achieve the p•OPENUNIVERSlTY MALAYSIA@ HUTECHAdvisor’s assessmentAdvisor’s signature2OPEN UNIVERSITY w MAI AYS IA^JHUTECHAcknowledgementIwant to give my special th A study on passenger satisfaction of vietnam airlines in flight services the survey exposed the current Vietnam Airlines perception of Its customer satisfaction. Based on the analysis results, the study offered some solutions to enhance customer satisfaction with perceived in-flight sendee quality for Vietnam Airlines.Keywords: Service quality, Customer Satisfaction, In A study on passenger satisfaction of vietnam airlines in flight services -flight Services, SERVQUAL, SERVPEX. Viet Nam Airlines4©OPENUNIVERSIIY MALAYSIA&HUTECHCONTENTSABSTRACT................................................A study on passenger satisfaction of vietnam airlines in flight services
.......4CHARIER I INTRODUCTION.........................................81.1Background and Motivation..................................812 Research Pup•OPENUNIVERSlTY MALAYSIA@ HUTECHAdvisor’s assessmentAdvisor’s signature2OPEN UNIVERSITY w MAI AYS IA^JHUTECHAcknowledgementIwant to give my special th A study on passenger satisfaction of vietnam airlines in flight services ............................ 142.1Sevice Quality............................................1422 In-flight services....................................... 2023 Customer satisfaction....................................26CHAPTER in. METHODOLOGY............................................ 30 A study on passenger satisfaction of vietnam airlines in flight services •OPENUNIVERSlTY MALAYSIA@ HUTECHAdvisor’s assessmentAdvisor’s signature2OPEN UNIVERSITY w MAI AYS IA^JHUTECHAcknowledgementIwant to give my special thGọi ngay
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