Improving the quality of service through human resources development : a case study of Vietnam Airlines | |
| Author | Nguyen Truong Tho |
| Call Number | AIT RSPR no. SM-99-84 |
| Subject(s) | Manpower policy--Vietnam Airlines--Customer services--Vietnam |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration |
| Publisher | Asian Institute of Technology |
| Abstract | Vietnam Airlines (VNA) is a young carrier, yet it has to compete fiercely in market place where strong competition is taking place. Competition in airline industry is mostly based on the quality of services while price and other factors do not take important role. Among 10 determinants of the service quality, 9 determinants are related to human resources. Thus, competition in airline industry is strongly dependent on human resource competency of an organization which wants to offer high quality customer service. This study tries to analyze the quality of service, the role of HR for service quality and customer's expectation on service quality. It is also attempts to suggest some measures to develop human resources for improving the service quality at VNA. |
| Year | 1999 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Truong, Quang |
| Examination Committee(s) | Paul, Himangshu;Bechter, Clemens ; |
| Scholarship Donor(s) | Government of Austria; |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 1999 |