Browsing HCMIU Thesis by Author "Uyen, Le Truc Mai"
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Analyzing the impact of service quality on customer satisfaction : A case study of Vietnam Airlines
Uyen, Le Truc Mai (International University HCMC, Vietnam, 2014)This thesis chose Vietnam Airlines as a case study to investigate and evaluate the overall service quality of the airline industry towards its passengers. The model used in this research is adapted from the SERQUAL model ...