Measurement of customer satisfaction in Vietnam airlines
Abstract
Nowadays, competition is growing intense constantly. In order to survive, firms need to start paying keen attention to their competitors; moreover, they need to understand customers’
wants and needs. They have to put customers as a core of their business. In addition,
customer satisfaction is considered as a guarantee for the firm’s future and it is achievable by
an adoption between their services and customers’ desires. Specifically, in the airline industry, the purpose of this study is to provide a better understanding of how satisfaction level among passengers within Vietnam Airlines is and how it can improve customer satisfaction based on factors which will affect to their satisfaction.