Evaluation of customers’ perception on ground handling service quality at Cam Ranh international airport

Abstract

This paper uses a detailed questionnaire to ask face-to-face 248/250
passengers at Cam Ranh international airport. Samples are selected by quota sampling based
on gender and age characteristics. The research applies qualitative method to identify scales
and quantitative one using various techniques such as scale reliability analysis, exploratory
factor analysis, and regression analysis. The research results show that five factors affecting
customer’s perception on the quality of ground handling services at Cam Ranh international
airport include: (1) Reliability; (2) Responsiveness; (3) Empathy; (4) Agents’ capacity; and
Tangible equipment. Those results help aviation managers and ground service providers at the
airport make good and sound policies to improve the quality of ground services, contributing
to increase customer satisfaction in the future.