TAILIEUCHUNG - Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines
The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression. | TAÏP CHÍ PHAÙT TRIEÅN KH&CN, TAÄP 18, SOÁ K4- 2015 Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines Huynh Huu Nhan1 To Anh Dung2 1 Ho Chi Minh city University of Technology, VNU-HCM, 2 University of Science, VNU-HCM (Manuscript Received on August 01st, 2015, Manuscript Revised August 27th, 2015) ABSTRACT: The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression. Key words: Service quality, Servqual, Technical and functional quality model, Factor analysis. 1. INTRO DUCTIO N Service quality and customer satisfaction are very closely related. Understanding, building and maintaining quality are the main concerns of airlines industry today. To measure the service quality, we used Servqual and Gronroos model in various aspects of its business environment. Several statistical methods and techniques may be used to analyze these modelsbased service quality dimensions. In particular, the so-called gap analysis can be employed in order to ascertain any actual or perceived gaps between customer expectations and perceptions of the service offered efficiency. Moreover, this analysis is to point out how management of service improvement can become more logical and integrated with respect to the prioritized service quality dimensions and their affections on increasing/decreasing service quality gaps. To this end, several methods have extensively been used. For instance, the model service of quality may be simply evaluated by adopting: correlation analysis, reliability analysis, factor analysis and multiple linear .
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