IPROVING QUALITY OF PASSENGER SERVICE IN VIETNAM AIRLINES

Tu Anh Trinh; Thuy Anh Trinh; Quang Hung Bui

doi:10.11175/eastpro.2007.0.404.0

Vol.6 (The 7th International Conference of Eastern Asia Society for Transportation Studies, 2007)

DOI https://doi.org/10.11175/eastpro.2007.0.404.0

Conference information

Host: Eastern Asia Society for Transportation Studies

Academic Paper

IPROVING QUALITY OF PASSENGER SERVICE IN VIETNAM AIRLINES

*Tu Anh Trinh, Thuy Anh Trinh, Quang Hung Bui

Author information

Keywords: Air service, air passenger service

CONFERENCE PROCEEDINGS FREE ACCESS

Pages 404

Details

Abstract

Based on a survey of 1000 passengers who travel by Vietnam airlines and the operation results of Vietnam aviation, the paper reveals differences between Vietnamese and foreigner passengers on the arriving and departure flights from Noibai airport with respect to their characteristics and their satisfaction level of airline services in airport and on board. The paper presents systematic method to examine and improve quality of passenger service through the performance analysis.

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