Determinants of passengers satisfaction on airport service quality at noi bai international airport

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Determinants of passengers satisfaction on airport service quality at noi bai international airport

fOUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)DETERMINANTS OF PASSENGERS’SATISFACTION ON AIRPORT SERVICE QUALITYAT NOI BAI INTERNATIONAL AIRPO

Determinants of passengers satisfaction on airport service quality at noi bai international airport ORTSTUDENT’S FULL NAME: DAO DUY PHUONGSTUDENT ID: CGS00019347INTAKE: MARCH, 2015ADVISOR’S NAME & TITLE: DR. BUI PHI HUNGJul, 2016HUTECH LIBRARYA - wPa

ge 11Advisor’s assessmentAdvisor’s signatureDao Duy Phuong - Research ProjectPage |2ContentsExecutive summary......................................... Determinants of passengers satisfaction on airport service quality at noi bai international airport

..................6Chapter 1: introduction, research aims and questions........................911. RESEARCH QUESTIONS:...............................

Determinants of passengers satisfaction on airport service quality at noi bai international airport

...................10TV. BENEFITS OF THE STUDY................................................10V. SCOPE OF THE STUDY.................................

fOUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)DETERMINANTS OF PASSENGERS’SATISFACTION ON AIRPORT SERVICE QUALITYAT NOI BAI INTERNATIONAL AIRPO

Determinants of passengers satisfaction on airport service quality at noi bai international airport ....................122.2.1Service quality definition:......................................122.2.2.Service Characteristics:..........................

..............122.2.3.SERVQƯAL Model:.................................................132.3.Airport Services in Noi Bai International Airport:........ Determinants of passengers satisfaction on airport service quality at noi bai international airport

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fOUMOPEN UNIVERSITY MALAYSIARESEARCH PROJECT(BMBR5103)DETERMINANTS OF PASSENGERS’SATISFACTION ON AIRPORT SERVICE QUALITYAT NOI BAI INTERNATIONAL AIRPO