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Author Topic: UL Service Quality of Vietnam Airlines  (Read 4809 times)

Offline anurag08

UL Service Quality of Vietnam Airlines
« on: March 10, 2008, 05:42 PM »
Service Quality of Vietnam Airlines


Purpose

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.

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ministar1010

  • Guest
Re: Service Quality of Vietnam Airlines
« Reply #1 on: September 28, 2010, 08:58 PM »
Although its not related to the topic I follow (comparative strategies in Education industry), this post give me some ideas of methodology. Thank you!
 

heiji262

  • Guest
Re: Service Quality of Vietnam Airlines
« Reply #2 on: January 09, 2012, 08:07 PM »
I also need a airlines documents
Vietnam, Thailand, Singapore ...
If you have more, please share
thanks for sharing
 

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