| dc.description.abstract | Understanding customer expectation is a crucial need for the growth of the company. This is also true for airline industry. An airline can only maintain and develop its competitive advantages if passengers feel happy with services provided by the firm. However, achieving this is a big challenge and requires careful attention from every firm due to the difference in perceived satisfaction of each customer.
The subject studied in this research is VietJet, with the aim of exploring which factors have influence on satisfaction of customer in aviation market. The research’s model was created based on some adaptation from SERVQUAL model and modification from other models in aviation context. Data collected from 251 respondents would be handled by Quantitative method. SPSS programs will used to explore the correlation of Customer satisfaction and its determinants.
Base on literature review, the determinants have been identified as Price, Flight schedule, Check-in process, Staff performance, On-board facilities and Brand image. After analyzing, the results point out that Check-in process and Price have strongest impact on Customer satisfaction as these two criteria appear first when customers experience aviation services. Other dimensions are also proven to put major impacts on Customer satisfaction and their impacts are shown in the Regression equation.
The paper ends with some recommendations figured out from the conclusion for VietJet air to implement and enhance their overall services as well as satisfy more customers. Though there still exists limitations regarding time and resources, it is hoped that the research will create implications for later studies investigating Customer satisfaction in airline industry. | en_US |
