(LUẬN văn THẠC sĩ) các NHÂN tố ẢNH HƯỞNG đến sự hài LÒNG của KHÁCH HÀNG đối với DỊCH vụ vận CHUYỂN HÀNH KHÁCH nội địa của VIETNAM AIRLINES – KHẢO sát TRONG THỜI kỳ COVID 19

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Loại

Chi tiết

1. Al Muhareb, T. M., & Graham-Jones, J. (2014). Using lean six-sigma in the improvement of service quality at aviation industry: Case study at the departure area in KKIA. International Journal of Social, Behavioral, Educational, Economic, Business and Industrial Engineering, 8(1), 145-151

Sách, tạp chí

Tiêu đề:	International Journal of Social, Behavioral, Educational, Economic, Business andIndustrial Engineering, 8
Tác giả:	Al Muhareb, T. M., & Graham-Jones, J
Năm:	2014

3. Customer Expectations of Service Quality: Case Airline Industry. Finland: Aalto University School of Economics

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Tiêu đề:	Customer Expectations of Service Quality: Case Airline Industry

4. David Mc. A Baker, 2013. Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-cost Airlines, USA: American Journal of Tourism Research Vol.2. Ekaterina Tolpa, 2012. Measuring

Sách, tạp chí

Tiêu đề:	David Mc. A Baker, 2013. Service Quality and Customer Satisfaction in the AirlineIndustry: A Comparison between Legacy Airlines and Low-cost Airlines," USA: AmericanJournal of Tourism Research Vol.2. Ekaterina Tolpa, 2012

2. Chow, C.C & Luk, P. (2005). A strategic service quality approach using analytic hierarchy process, Managing Service Quality, 15(3), 278-289

Khác

5. Edvardsen, B., Tomasson, B. and Ovretveit, J. (1994). Quality of Service: Making it Really Work, McGraw-Hill, New York, USA

Khác

6. Ekiz, H.E., Hussian, K.& Bavik, A. (2006). Perceptions of Service Quality inNorth Cyprus National Airline, Tourism and Hospitality Industry 2006 – New Trends in Tourism and Hospitality Management, Proceedings of 18th Biennial International Conference, Croatia

Khác

7. Feibenbaum, A. (ed.) (1991), Total Quality Control, New York: McGraw-Hill

Khác

8. Fornell C. (1992). A national customer satisfaction barometer: The Swedishexperience, Journal of Marketing, 56, 6-21

Khác

9. Gronroos, C. (1984). A Service quality model and its marketing implication, European Journal of Marketing, 18 (4), 36-44

Khác

10. Groonoos, C. (ed.) (1990). Service management and marketing. Lexington, Mass: Lexington Books, MA

Khác

11. Hair, J., Black, W., Babin, B. & Anderson, R. (ed.) (2014). Multivariate dataanalysis. Upper Saddle River, NJ: Prentice Hall

Khác

12. Hansemark, O.C. & Albinson, M. (2004). Customer Satisfaction and Retention: The Experiences of Individual Employees, Managing Service Quality, 14 (1), 40- 57

Khác

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