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研究生:阮德英
研究生(外文):NGUYEN DUC ANH
論文名稱:廉價航空服務品質影響因素探討:以越南越捷航空為例
論文名稱(外文):The Factors Influence Low-Cost Carrier's Service Quality: A Case Study of Vietjet Air in Vietnam
指導教授:范惟翔范惟翔引用關係
指導教授(外文):FAN, WEI-SHANG
口試委員:黃國忠張瑞鉉
口試委員(外文):HUANG, KUO-CHUNGCHANG, RUEI-SHIUAN
口試日期:2017-01-05
學位類別:碩士
校院名稱:南華大學
系所名稱:企業管理學系管理科學碩博士班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:英文
論文頁數:55
外文關鍵詞:Low-Cost CarrierService QualityProfessionalism and SkillsAccessibility and FlexibilityServicescapeReliability and TrustworthinessReputation and Credibility
相關次數:
  • 被引用被引用:1
  • 點閱點閱:797
  • 評分評分:
  • 下載下載:272
  • 收藏至我的研究室書目清單書目收藏:1
  Nowadays, Low-Cost Carrier (LLC) has developed rapidly and it has become more common for everyone, especially for the developing countries. According to General Statistics Office of Vietnam, the Vietnamese GDP (Gross Domestic Product) per capita of in 2015 is 2,109 USD per year which means Vietnamese GDP per capita is still in the low range of Asia. Besides, Vietnam has 63 provinces so the transport demand of citizen is high. Therefore, Vietnam is a very potential market for Low-Cost Carrier and Vietjet Air is a one of them which is young and quite famous in Vietnamese aviation market. With many advantages of Low-Cost Carrier, but the customer still dissatisfies with them because of their service quality.
  There are less previous papers mention about LCC’s service quality in Vietnam. The objective of this study is to examine service quality and the main factors which affect Vietjet Air’s service quality. Following an extension literature review, the author used a theoretical model based on the “seven criteria of service quality” of Christian Grönroos (2000) and apply the low-cost carrier in order to evaluate how these criteria impact on Vietjet Air’s service quality. This research used a survey from 236 respondents, 8 hypotheses were tested by SPSS version 23.0 and AMOS version 18.0. The results indicated that all the factors have the significant and positive relationship with service quality in the airline’s industry, especially Vietjet Air. This research has an important implication for Low-Cost Carrier to find solutions to enhance LCC’s service quality by using these factors mentioned above.
ACKNOWLEDGEMENTS  I
ABSTRACT  II
CONTENTS  IV
LIST OF TABLES  VII
LIST OF FIGURES  VIII

CHAPTER ONE INTRODUCTION  1
1.1 Background  1
1.2 Research Motivation  2
1.3 Purpose Statement  3
1.4 Research Contribution  3
1.5 Research Structure and Process  3
CHAPTER TWO LITERATURE REVIEW  5
2.1 Low-Cost Carriers  5
2.2 Introduction of Vietjet Air  8
2.3 Definition of Service  8
2.4 Definition of Service Quality  9
2.5 Foundational Theories  9
2.6 Definition of Constructs  11
2.6.1 Professionalism and Skills  11
2.6.2 Accessibility and Flexibility  11
2.6.3 Servicescape  12
2.6.4 Reliability and Trustworthiness  12
2.6.5 Reputation and Credibility  12
2.7 Conceptual Model and Hypotheses  13
CHAPTER THREE METHODOLOGY  17
3.1 Research Approach  17
3.2 Research Strategy and Design  17
3.3 Population, Sampling and Data Collection  18
3.4 Data Analysis  18
3.4.1 Descriptive Statistic Analysis  18
3.4.2 Purification and Reliability of the Measurement Variables  18
3.4.3 The Interrelationships Between Research Variables  19
CHAPTER FOUR RESULTS  20
4.1 Respondent Demographics  20
4.2 Descriptive Statistics  23
4.2.1 Characteristics of Respondents  23
4.2.2 Professionalism and Skills  24
4.2.3 Accessibility and Flexibility  24
4.2.4 Servicescape  25
4.2.5 Reliability and Trustworthiness  26
4.2.6 Reputation and Credibility  26
4.2.7 Service Quality  27
4.3 Factor Analysis and Reliability Tests  27
4.3.1 Variable Professionalism and Skills  28
4.3.2 Variable Accessibility and Flexibility  29
4.3.3 Variable Servicescape  30
4.3.4 Variable Reliability and Trustworthiness  31
4.3.5 Variable Reputation and Credibility  32
4.3.6 Variable Service Quality  33
4.4 Multiple Regressions  33
4.4.1 The Relationship Between Professionalism and Skills (PS); Accessibility and Flexibility (AF); Servicescape (SC); Reliability and Trustworthiness (RT)  34
4.4.2 The Relationship Between Professionalism and Skills (PS); Accessibility and Flexibility (AF); Servicescape (SC) and Reputation and Credibility (RC)  35
4.4.3 The Relationship Between Reliability and Trustworthiness (RT); Reputation and Credibility (RC) and Service Quality (SQ)  36
4.5 Structural Equation Model (SEM)  36
4.5.1 Confirmatory Factor Analysis  37
4.5.3 Structural Equation Model  38
CHAPTER FIVE CONCLUSIONS, MANAGERIAL IMPLICATIONS AND LIMITATIONS  41
5.1 Conclusions  41
5.2 Managerial Implications  42
5.3 Limitations  46
REFERENCES  47
Appendix A  52
Appendix B  54
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