FACTORS AFFECTING PASSENGER SATISFACTION TOWARD SERVICE QUALITY AT TAN SON NHAT INTERNATIONAL TERMINAL
Keywords:
passengers, international airports, satisfaction.
Abstract
The study analyzes and evaluates the factors affecting passenger satisfaction using service at Tan Son Nhat international terminal, thus provide an accurate assessment model and recommendations to increase passenger satisfaction toward service quality at Tan Son Nhat international terminal. The study uses a linear regression model based on online survey data of 230 passengers using service at Tan Son Nhat international terminal in October 2018. The results show that EMPATHY, EMOTINONAL PRICING, RELIABILITY and RESPONSIVENESS factors have a direct impact on the passenger satisfaction toward service quality at Tan Son Nhat international terminal.