Improving service quality through frontline people : a case study of Vietnam Airlines | |
| Author | Truong Minh Phuong |
| Call Number | AIT RSPR no. SM-01-122 |
| Subject(s) | Airlines--Customer services--Vietnam Vietnam Airlines--Customer services |
| Note | A research study submitted in pa1iial 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-01-122 |
| Abstract | Vietnam Airlines (VNA) is a young caITier operation in a fast changing environment, yet it has to face with many difficulties in reaching the comparable level in service quality and meeting the fierce competition in the global market. Competition in airline industry is mostly based on the quality of services while price and other factors do not play an important role. In addition, competition in the airline industry is strongly dependent on human resource competency of an organization, which wants to offer high quality of customer service. This study tries to analyze the quality of service of VNA through the frontline staff (in the Ticketing and Booking Offices), based on customer's expectation and satisfaction on service quality delivered by VNA. It also provides some recommendations for the airline to improve its service quality by means of better trained and motivated human resources. It is hoped that the results of this study would help the airline management and all frontline employees to improve service performance toward customer's expectation. |
| Year | 2001 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-01-122 |
| 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) | Bechter, Clemens;Sununta Siengthai ; |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2001 |