廉價航空服務品質影響因素探討：以越南越捷航空為例

NHUIR > College of Management > Department of Business Administration, Master/Ph.D Program in Management Sciences > Disserations and Theses(Master and Doctoral Program in Management Sciences) > Item 987654321/25682

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Title:	廉價航空服務品質影響因素探討：以越南越捷航空為例
Other Titles:	The Factors Influence Low-Cost Carrier's Service Quality: A Case Study of Vietjet Air in Vietnam
Authors:	阮德英 NGUYEN, DUC ANH
Contributors:	企業管理學系管理科學碩博士班范惟翔 FAN, WEI-SHANG
Keywords:	Low-Cost Carrier;Service Quality;Professionalism and Skills;Accessibility and Flexibility;Servicescape;Reliability and Trustworthiness;Reputation and Credibility
Date:	2017
Issue Date:	2017-12-06 15:47:45 (UTC+8)
Abstract:	Nowadays, Low-Cost Carrier (LLC) has developed rapidly and it has become more common for everyone, especially for the developing countries. According to General Statistics Office of Vietnam, the Vietnamese GDP (Gross Domestic Product) per capita of in 2015 is 2,109 USD per year which means Vietnamese GDP per capita is still in the low range of Asia. Besides, Vietnam has 63 provinces so the transport demand of citizen is high. Therefore, Vietnam is a very potential market for Low-Cost Carrier and Vietjet Air is a one of them which is young and quite famous in Vietnamese aviation market. With many advantages of Low-Cost Carrier, but the customer still dissatisfies with them because of their service quality.　　There are less previous papers mention about LCC's service quality in Vietnam. The objective of this study is to examine service quality and the main factors which affect Vietjet Air's service quality. Following an extension literature review, the author used a theoretical model based on the “seven criteria of service quality” of Christian Grönroos (2000) and apply the low-cost carrier in order to evaluate how these criteria impact on Vietjet Air's service quality. This research used a survey from 236 respondents, 8 hypotheses were tested by SPSS version 23.0 and AMOS version 18.0. The results indicated that all the factors have the significant and positive relationship with service quality in the airline's industry, especially Vietjet Air. This research has an important implication for Low-Cost Carrier to find solutions to enhance LCC's service quality by using these factors mentioned above.
Appears in Collections:	[Department of Business Administration, Master/Ph.D Program in Management Sciences] Disserations and Theses(Master and Doctoral Program in Management Sciences)

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