Service Quality of Vietnam Airlines
The purpose of this dissertation is to evaluate service quality of Vietnam Airlines base on its customer expectations and perceptions. Customer expectations and perceptions will be a basis to find out the weaknesses in service quality of Vietnam Airlines as well as the likely reasons for defections of customers.
Basing on the above analysis, the dissertation will make strategic recommendations for Vietnam Airlines to improve its service quality, and consequently customer satisfaction and retention. Those recommendations are considered essential for VNA to create its competitive advantage and to compete successfully in the changing environment.
The objectives of the study are:
- To measure and evaluate customer expectations and perceptions of VNA service quality
- To identify significant gaps between customer expectations and perceptions of services provided.
- To address main weaknesses in service delivering of VNA
- To make recommendations regarding to improving weaknesses in service delivering of VNA in order
to raise customer retention.