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Title: A study on Service Quality to Customer’s Satisfaction of Vietnam Airlines Cargo Transportation Service
A study on Service Quality to Customer’s Satisfaction of Vietnam Airlines Cargo Transportation Service
Authors: 陶德表
Dao Duc Bieu
Contributors: 金融與風險管理系碩士班
Keywords: Service Quality, Customer Satisfaction, SERVQUAL Model, Vietnam Airlines.
Date: 2012
Issue Date: 2012-12-11 15:38:25 (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 and customer satisfaction play a great role in service organisations and they are considered to be very important concepts that organizations must make sense in order to remain competition in their business and growth. They are not unimportant for organizations to know how to measure the constructs from customer’s perspective in order to better understand their demands and satisfy them.
The purposes of this study are to provide (help) a better understanding of how satisfaction level among customers (forwarders) within Vietnam Airlines is and how Vietnam Airlines can improve their service quality, to collect descriptive evidence on Vietnam Airlines customer satisfaction in service business, to develop a model of dimensions of customer satisfaction in Vietnam Airlines Cargo Transportation Service, and to contribute to the knowledge of customers based on management viewpoint in air-cargo transportation industry in general and Vietnam Airlines cargo in particular.
A complete questionnaire was developed from the SERVQUAL instrument and distributed using a convenience sampling technique to customers at Tan Son Nhat cargo terminal to determine their perceptions service quality of Vietnam Airlines Cargo Transportation Service.
From the analysis carried out, it was found that SERVQUAL model is a good tool to measure service quality because it helps to find out the degree of factors impacting on the service quality. The results of this study must be precious sources for Vietnam Airlines in specific and for Air cargo transportation industry in general, as well as they contribute to improve Vietnam Airlines Cargo Transportation Service so that it can become one of the prestigious Service in the Asian and over the world.
Appears in Collections:[金融與風險管理系(所)] 博碩士論文

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