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Title: Improving the services quality of Vn airlines to build enhance VN Airline brand name
Improving the services quality of Vn airlines to build enhance VN Airline brand name
Authors: 鄧黃越
Dang Hoang Viet
Contributors: 金融與風險管理系碩士班
李曄淳
Keywords: services quality, Vietnam Airlines.
services quality, Vietnam Airlines.
Date: 2011
Issue Date: 2011-12-01 13:25:42 (UTC+8)
Publisher: 高雄市:[樹德科技大學金融與風險管理系碩士班]
Abstract: Service quality is likely to be a key factor for Vietnam Airlines to keep customer loyalty. In order to compete successfully, VNA needs create and sustain competitive advantage basing on differentiation in service quality. The research objectives is to identify factors affecting services quality of Vietnam Airlines and make recommendations regarding to improving weaknesses in service delivering of VNA in order to raise customer retention. The study used factor analysis and linear regression through data obtained from the survey. The result shows that there 10 factors affecting services quality of Vietnam Airlines as follow: cabin crew; telephone ticketing and reservations service; food service; air craft and cabin; check-in procedure; office ticketing and reservations service; in-flight reading materials and entertainments in board; drink services; boarding procedure; annoucement and information delivery during the flight. And the study finally make recommendations to improve services quality of Vietnam Airlines.
Service quality is likely to be a key factor for Vietnam Airlines to keep customer loyalty. In order to compete successfully, VNA needs create and sustain competitive advantage basing on differentiation in service quality. The research objectives is to identify factors affecting services quality of Vietnam Airlines and make recommendations regarding to improving weaknesses in service delivering of VNA in order to raise customer retention. The study used factor analysis and linear regression through data obtained from the survey. The result shows that there 10 factors affecting services quality of Vietnam Airlines as follow: cabin crew; telephone ticketing and reservations service; food service; air craft and cabin; check-in procedure; office ticketing and reservations service; in-flight reading materials and entertainments in board; drink services; boarding procedure; annoucement and information delivery during the flight. And the study finally make recommendations to improve services quality of Vietnam Airlines.
Appears in Collections:[Department and Graduate School of Insurance and Finance] Thesis and Dissertation

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