Background
Quality of aviation service
Relation between aviation service quality and customer satisfaction
-
H1: Reservation has the direct, positive impact on the VNA domestic passengers’ satisfaction.
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H2: Check-in has the direct, positive impact on the VNA domestic passengers’ satisfaction.
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H3: Aircraft has the direct, positive impact on the VNA domestic passengers’ satisfaction.
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H4: In-flight service has the direct, positive impact on the VNA domestic passengers’ satisfaction.
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H5: Flight crew has the direct, positive impact on the VNA domestic passengers’ satisfaction.
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H6: Boarding/deplaning/baggage has the direct, positive impact on the VNA domestic passengers’ satisfaction.
Methods
Population and sampling
Route | Quota | Interviewed passengers | Qualified responses |
---|---|---|---|
TPHCM (SGN)-HaNoi (HAN) | 160 | 200 | 163 |
TPHCM (SGN)-NhaTrang (NHA) | 120 | 150 | 122 |
TPHCM (SGN)-DaNang (DAN) | 120 | 150 | 117 |
Total | 400 | 500 | 402 |
Qualitative research
Data gathering
Data analysis
Results and discussion
Characteristics of sample
N = 402 | Frequency | Percentage | |
---|---|---|---|
Gender | Male | 193 | 48.0 |
Female | 209 | 52.0 | |
Age | From 18 to 33 years old | 203 | 50.5 |
≥ 34–46 years old | 129 | 32.1 | |
≥ 47–60 years old | 70 | 17.4 | |
Income | ≤ 5 million VND/month | 84 | 20.9 |
5–10 million VND/month | 208 | 51.7 | |
≥ 10 million VND/month | 110 | 27.4 | |
Purpose | Business | 125 | 31.1 |
Conference | 39 | 9.7 | |
Visiting relatives | 91 | 22.6 | |
Tourism | 113 | 28.1 | |
Other | 34 | 8.5 | |
Education | Secondary school | 23 | 5.7 |
High school | 73 | 18.2 | |
Vocational | 45 | 11.2 | |
College | 38 | 9.5 | |
University | 151 | 37.6 | |
Postgraduate | 72 | 17.9 |
Results of scale test
No. | Scale | Number of observation variables | Cronbach’s alpha | Smallest item total correlation coefficients |
---|---|---|---|---|
1 | Reservation (RES) | 5 | 0.837 | 0.574 |
2 | Check-in (CHE) | 3 | 0.733 | 0.517 |
3 | Aircraft (AIR) | 3 | 0.654 | 0.378 |
4 | In-flight services (INF) | 6 | 0.869 | 0.594 |
5 | Flight crew (FLI) | 4 | 0.820 | 0.546 |
6 | Boarding/deplaning/baggage (BDB) | 7 | 0.899 | 0.703 |
7 | Satisfaction (SAT) | 3 | 0.834 | 0.656 |
No. | Factor | No. of variables | Eigenvalue | Variance extracted |
---|---|---|---|---|
1 | Boarding/deplaning/baggage (BDB) | 7 | 11.141 | 35.940 |
2 | In-flight services (INF) | 6 | 2.111 | 6.811 |
3 | Flight crew (FLI) | 4 | 2.003 | 6.460 |
4 | Reservation (RES) | 5 | 1.694 | 5.465 |
5 | Check-in (CHE) | 3 | 1.347 | 4.346 |
6 | Aircraft (AIR) | 3 | 1.254 | 4.044 |
7 | Satisfaction (SAT) | 3 | 1.041 | 3.357 |
Multiple linear regression analysis
1 | 2 | 3 | 4 | 5 | 6 | 7 | |
---|---|---|---|---|---|---|---|
Boarding/deplaning/baggage (BDB) | 1 | .580** | .517** | .322** | .245** | .427** | .671** |
In-flight services (INF) | .580** | 1 | .493** | .300** | .299** | .433** | .566** |
Flight crew (FLI) | .517** | .493** | 1 | .411** | .337** | .393** | .454** |
Reservation (RES) | .322** | .300** | .411** | 1 | .159** | .194** | .272** |
Check-in (CHE) | .245** | .299** | .337** | .159** | 1 | .322** | .555** |
Aircraft (AIR) | .427** | .433** | .393** | .194** | .322** | 1 | .423** |
Satisfaction (SAT) | .671** | .566** | .454** | .272** | .555** | .423** | 1 |
Model | Unstandardized coefficients | Standardized coefficients |
t
| Sig. | Multicollinearity | ||
---|---|---|---|---|---|---|---|
B
| Standard error |
β
| Tolerance | VIF | |||
Constant | .241 | .197 | 1.223. | .817 | |||
BDB | .794 | .045 | .536 | 17.642 | .000 | .569 | 1.758 |
INF | .541 | .050 | .329 | 10.826 | .000 | .579 | 1.727 |
RES | .275 | .051 | .164 | 5.384 | .000 | .591 | 1.693 |
FLI | .133 | .038 | .106 | 3.496 | .001 | .811 | 1.234 |
CHE | .483 | .035 | .419 | 13.791 | .000 | .835 | 1.198 |
AIR | .218 | .042 | .158 | 5.185 | .000 | .721 | 1.388 |
Model |
R
|
R
2
| Adjusted R
2
| Standard error of the estimate | Statistical Changes | ||||
---|---|---|---|---|---|---|---|---|---|
R
2 change |
F change | df1 | df2 | Sig. F change | |||||
1 | .795a
| .633 | .627 | .55298 | .633 | 113.414 | 6 | 395 | .000 |
Model | Total sum of squares | df | Mean square |
F
| Sig. | |
---|---|---|---|---|---|---|
1 | Regression | 208.085 | 6 | 34.681 | 113.414 | .000a
|
Residual | 120.787 | 395 | .306 | |||
Total | 328.872 | 401 |
Difference testing
Conclusions
Suggested solutions
Factor | Mean | Standard deviation |
---|---|---|
BDB | 3.40 | 1.032 |
CHE | 3.31 | 1.054 |
INF | 3.56 | .942 |
RES | 3.60 | .897 |
AIR | 3.47 | 1.009 |
FLI | 3.51 | .990 |
SAT | 3.41 | 1.045 |