IJIMT 2014 Vol.5(5): 327-333 ISSN: 2010-0248
DOI: 10.7763/IJIMT.2014.V5.535

The Factors Affecting Vietnam Airlines Service Quality and Passenger Satisfaction – A Mediation Analysis of Service Quality

Mai Ngoc Khuong and Le Truc Mai Uyen
Abstract— This study was conducted to investigate and evaluate the overall service quality dimensions of the airline service. Quantitative method was carried out with a sample size of 300 respondents who travelled with Vietnam Airlines. The results indicated that better employee’s services, facilities, image, timeliness, ground service, safety, baggage service, and perceived service quality were positively associated passenger satisfaction. In addition, this study showed that employee’s services, image, and timeliness played the most important roles in predicting passenger satisfaction.

Index Terms— Passenger satisfaction, airline perceived service quality, path analysis, mediation analysis.

Mai Ngoc Khuong and Le Truc Mai Uyen are with School of Business, International University, VNU-HCM, Vietnam (e-mail: mnkhuong@hcmiu.edu.vn, uyenle161@gmail.com).

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Cite: Mai Ngoc Khuong and Le Truc Mai Uyen, " The Factors Affecting Vietnam Airlines Service Quality and Passenger Satisfaction – A Mediation Analysis of Service Quality," International Journal of Innovation, Management and Technology vol. 5, no. 5, pp. 327-333, 2014.

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