Service quality assessment : a case study of Vietnam Airlines | |
| Author | Ha Duc Loc |
| Call Number | AIT RSPR no. SM-01-118 |
| Subject(s) | Vietnam Airlines--Customer services Airlines|xCustomer services--Vietnam |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-01-118 |
| Abstract | he goal of this research is to assess the service quality level of Vietnam Airlines (VNA) under the customers' perceptions with a view to improving its service quality. The research has applied the theories of service quality in measuring the customers' perceptions towards service quality performance of the in-flight and after-flight process of VNA. The findings of the research can help the VNA management to define the most impo1tant attributes in improving its quality service level. |
| Year | 2001 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-01-118 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Quang, Truong; |
| Examination Committee(s) | Broustail, Francois Joel;Bechter, Clemens; |
| Scholarship Donor(s) | Government of Switzerland /SDC (SAV); |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2001 |