Abstract
This paper recommends that Vietnam Airlines use a pro-offered model to both evaluate and improve its current service network being operated at international airports. The model includes cluster analysis, ANOVA, and Scheffé post hoc to provide service performance insights and to serve as a complementary corporate benchmark for evaluating service potential and for identifying deficient service areas. By means of this model, the managerial board can designate a potent strategy for ground handling service. Additionally, the given model provides expatriate station managers with a clearer viewpoint of the localized productivity level as performed in relation to other airports concomitant within their own clusters.
Highlights
In Vietnam, both the domestic and the international air travel markets have experienced intensifying competition in the recent past few years. us, Vietnam Airlines (VNA), the national carrier, faces both significant and unprecedented operational challenges on a global scale
In order to determine whether or not customers are satisfied with airport ground handling services, VNA conducts regular passenger surveys to obtain feedback related to the service quality provided
3 (i) Clarity and coherency of speech used for boarding (ii) Lounge-to-aircraft convenience
Summary
In Vietnam, both the domestic and the international air travel markets have experienced intensifying competition in the recent past few years. us, Vietnam Airlines (VNA), the national carrier, faces both significant and unprecedented operational challenges on a global scale. In order to determine whether or not customers are satisfied with airport ground handling services, VNA conducts regular passenger surveys to obtain feedback related to the service quality provided. E data from these sources and from part of the passenger survey are consolidated and checked against the set of standards and targets already predetermined From these results, the airline may decide the nature of ground handling services at airports that are up to standard and those which are not. If the performance results are not lower than the targets, the carrier concludes that the handling company has met the desired performance criteria Apart from this rather generalized assumption, there is little that can be concluded from the passenger surveys and recorded data.
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