(LUẬN văn THẠC sĩ) improving the ground service quality of vietnam airlines at noibai international airport

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - NGUYỄN THỊ TUYẾT IMPROVING THE GROUND SERVICE QUALITY OF VIETNAM AIRLINES AT NOIBAI INTERNATIONAL AIRPORT NÂNG CAO CHẤT LƯỢNG DỊCH VỤ MẶT ĐẤT CỦA VIETNAM AIRLINES TẠI SÂN BAY QUỐC TẾ NỘI BÀI LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH HÀ NỘI - 2019 TIEU LUAN MOI download : skknchat@gmail.com ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - NGUYỄN THỊ TUYẾT IMPROVING THE GROUND SERVICE QUALITY OF VIETNAM AIRLINES AT NOIBAI INTERNATIONAL AIRPORT NÂNG CAO CHẤT LƯỢNG DỊCH VỤ MẶT ĐẤT CỦA VIETNAM AIRLINES TẠI SÂN BAY QUỐC TẾ NỘI BÀI Chuyên ngành: Quản trị kinh doanh Mã số: 60 34 01 02 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN KHOA HỌC TS HOÀNG ANH TUẤN HÀ NỘI - 2019 TIEU LUAN MOI download : skknchat@gmail.com DECLARATION The author confirms that the research outcome in the thesis is the result of author‟s independent work during study and research period and it is not yet published in other‟s research and article The other‟s research result and documentation (extraction, table, figure, formula and other document) used in the thesis are cited properly and the permission (if required) is given The author is responsible in front of the Thesis Assessment Committee, Hanoi School of Business and Management, and the laws for above-mentioned declaration June 01, 2019 TIEU LUAN MOI download : skknchat@gmail.com ACKNOWLEDGEMENT A completed study would not be done without any assistance Therefore, the author who conducted this research gratefully gives acknowledgement to their support and motivation during the time of doing this research as a requirement of completing First of all, I would like to express my sincere thanks and deep gratefulness to Dr Hoang Anh Tuan for his dedication to help and guide me to carry out my research Without his motivation and instructions, the thesis would have been impossible to be done effectively I also would like to express sincere gratefulness to the teachers who have provided me with useful knowledge in the past school years My special thanks approve to the leadership board of Noibai Operation Center - where I am working, facilitating us during the learning process At last, my deeply thanks come to my family, friends who have always encouraged me in the process of implementing my research thesis Despite my efforts, due to limited knowledge and research time, the thesis is inevitable The author hopes to receive valuable comments from teachers, friends and colleagues for the thesis to be completer and more practical TIEU LUAN MOI download : skknchat@gmail.com TABLE OF CONTENTS ABBREVIATION i LIST OF TABLES ii LIST OF FIGURES iii THE OPENING CHAPTER .1 CHAPTER THEORETICAL BACKGROUND ON THE AIRLINE‟S GROUND SERVICE QUALITY AT THE AIRPORT 1.1 Airline‟s ground service quality at the airport .7 1.1.1 Definition 1.1.2 The role of ground services of airlines at airports 1.1.3 Characteristics of airline’s ground services at airports 1.1.4 Airline’s ground service classification 13 1.2 Ground service quality of an airline at the airport 15 1.2.1 Definition of ground service quality of an airline at the airport 15 1.2.2 Some models of service quality assessment 17 1.2.3 Selecting models to evaluate the quality of ground services of airlines at airports 21 1.2.4 Criteria for evaluating the quality of ground services of airlines at airports according to model SERVPERF 22 1.2.5 Factors affecting the quality of ground services of airlines at airports 27 CHAPTER EVALUATING THE GROUND SERVICE QUALITY OF VIETNAM AIRLINES AT NOIBAI INTERNATIONAL AIRPORT 34 2.1 Introduction to Vietnam National Airlines 34 2.1.1 The process of formation and development of Vietnam Airlines 34 2.1.2 Business Fields .35 2.1.3 Vienam Airlines’organizational structure 37 2.1.4 Business results of Vietnam Airlines in the period 2016-2018 38 2.2 Status of ground service quality of Vietnam Airlines at Noibai International Airport .39 TIEU LUAN MOI download : skknchat@gmail.com 2.2.1 The importance of factors constituting the quality of ground services of Vietnam Airlines at Noibai International Airport 39 2.2.2 Reliablity .41 2.2.3 Responsiveness .44 2.2.4 Service capacity 47 2.2.5 Empathy 51 2.2.6 Tangible means .54 2.3 Evaluation of ground service quality of Vietnam Airlines at Noibai International Airport .59 2.3.1 Strength of ground service quality of Vietnam Airlines at Noibai .59 2.3.2 Weaknesses in ground service quality of Vietnam Airlines at Noibai International Airport .60 2.3.3 Causes of the weaknessess 61 CHAPTER SOME SOLUTIONS TO IMPROVE THE QUALITY OF GROUND SERVICES OF VIETNAM AIRLINES AT NOIBAI INTERNATIONAL AIRPORT 68 3.1 Development strategy and the direction of ground services development of Vietnam Airlines at Noibai International Airport until 2023 68 3.1.1 Basis for business and production plans for the period 2019-2023 68 3.1.2 Vietnam Airlines’ strategic objectives for the period 2019-2023 .68 3.1.3 Orientation for ground services development of Vietnam Airlines at 69 3.2 Some solutions to improve ground service quality of Vietnam Airlines at Noibai International Airport 70 3.2.1 Solution to improve reliability .70 3.2.2 Solution to improve Responsiveness 73 3.2.3 Solution to improve service capacity 74 3.2.4 Solution to improve empathy 75 3.2.5 Solution to improve tangible means .75 3.2.6 Other solutions .77 3.3 Some recommendations 83 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport CONCLUSION 86 REFERENCES 87 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport ABBREVIATION VNA: Vietnam Airlines NOC: Noibai Operation Centre VIAGS: Vietnam airport ground services company limited NASCO: Northern airport services company Party: Vietnamese Communist Party i TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport motivate employees to promote their own dedicated and whole-hearted work On the contrary, unreasonable use of labor will make employees feel depressed, work formally and easily lead to employees not working for the company for a long time The final consequence of this problem is the lack of manpower at the service positions, the cost of training and recruiting and at the same time does not guarantee the uniformity of the quality of ground services of VNA in Noibai (3) Training and development policy Aviation is one of the industries that require specialized training In order to ensure the quality of services provided by the staffs to the customers, the companies need to actively build training and re-training programs with each position according to job title and needs including theoretical and practical training The curriculum should be updated regularly to ensure compliance with changes in service standards, the system of legal documents on aviation, immigration policies and customs of the authorities; Hire the counselors at a 5-star hotel to train staffs in business lounge about business lounge services; Strengthening customer service training for all employees in direct contact with both theory and practice on the basis of typical situations; Training staffs foreign languages other than English such as Chinese, Korean, Japanese, French, German, Russian; Making progress to standardize service staffs at all positions; Developing programs to improve customer service skills for employees in unusual situations Organizing competitions, seminars to promote the learning and training movement for staffs in this field; Due to the need for periodic retraining, companies need to actively build annual training plans, focusing on training in the low period, limiting the shortage of manpower to serve the flight due to inappropriate training plan (4) Remuneration policy The remuneration policy is the overall policies on salaries, bonuses, pension insurance, unemployment insurance, compulsory health insurance, subsidies from 80 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport welfare fund, reserve funds, articles working conditions, promotion opportunities of each ground servicing company in Noibai in particular and of Vietnam Airlines in general In order to improve the quality of the ground services of VNA in Noibai, the leaders of the companies need to redesign the system of suitable salaries and benefits to ensure that they meet both the needs of the employees and the balance of the fund of VNA A good remuneration will make employees stick with their work and best promote their ability to the growth of the company To create motivation for employees, leaders of VNA need to improve and effectively use the following motivational tools:  Completing salary system Currently, the salary regime of VNA is divided into categories: basic salary and evaluation salary Basic salary is paid based on the work day and salary level of each employee Salary is paid based on the evaluation of the completion of the job Basic salary is built on the basis of calculating the characteristics of the aviation industry environment and not separating the public beyond the working time However, this policy has partly led to ineffective use of labor to motivate employees to overtime when flights arise irregularities To improve the salary system towards the goal of equity in payroll and as a lever to stimulate labor productivity, the author proposes some specific solutions as follows: Firstly, applying the new time management system to ensure proper recording of the actual working time, effectively manage the excess of employees and have a reasonable overtime pay policy Secondly, rebuilding the payroll regulation in the direction of evaluating employees based on the results of actual work completion, ensuring competitiveness, ensuring living standards and creating motivation for employees as advanced the minimum wage for each position, shortening the difference between the salary of employees, experts and officials at all levels, adjusting the principle of wage ranking, etc Thirdly, rebuilding the mechanism of evaluating labor results with each job 81 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport title in a complete and comprehensive manner, ensuring fairness and transparency in the assessment Finally, the salary policy should consider the fluctuation of the price index in the market, may consider adjusting according to the annual inflation index  Completing the extraordinary reward and periodic rewarding policy for individuals and divisions with outstanding achievements in VNA's flight services The current reward system does not apply to divisions and those serving VNA flights in the apron area The rewarding process is still cumbersome and prolonged, leading to the inadequate encouragement to employees The author proposes some solutions to complete this policy is as follows: Reward objects: All individuals and divisions have excellent achievements in the services of VNA flights; Forms of reward: air tickets or cash; Reward decision maker: The director of the operation center, the director of the regional office and the head of the VNA branch in foreign countries have the right to flexibly decide the form of rewarding and rewarding decisions  Continuing to maintain the policy of priority airfare for VNA’s employees (5) Creating a professional and effective working environment In addition to reasonable remuneration, a professional and effective working environment is also an important factor to keep employees working with the company The things that companies need to to create a professional and effective working environment are: Developing a code of conduct and a consistent corporate culture; Communication organization for all officials and employees to follow this code of conduct to create a unique culture named Vietnam Airlines; Completing the uniform system of employees at all positions throughout VNA's network; - Completing the regulations on functions and tasks and job descriptions for each title; - Managers need to be exemplary in their work and collective activities, dare 82 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport to take responsibility, evaluate the performance of employees' work fairly, promptly recognize the achievements and contributions of employees, encourage employees to work hard, promote self-control, creativity and work-related suggestions of employees; - Promoting independence in problem solving, strengthening cooperation and help among colleagues, nurturing the spirit of hard work and awareness of improving the level of employees 3.3 Some recommendations For The Government, State The State needs to perfect and synchronize the legal system and documents guiding the implementation of aviation services At the same time, it is necessary to have forms of propagation and modification in accordance with these regulations and policies to the people This is to improve the understanding of the people, and also contribute to improving the quality of airline services In addition, when people understand the regulations of aviation will also limit the negative reactions when arising abnormalities in the operation of airlines For the problem that the infrastructure is not responsive to the development of aviation infrastructure, the government / parliament should have a national policy on civil aviation This situation needs private participation in aviation development, and the publicprivate partnership model is the most potential model for Vietnam's aviation development in the future For Noibai international airport authority Reviewing and creating the best possible conditions for VNA to locate the check-in counter, the location of boarding gate, the business lounge position to enhance the image and position of Vietnam Airlines at the hub airport Enhancing periodic maintenance with the system of equipment at the terminals such as computers, boarding pass printers, conveyors, air conditioners, elevators, etc to ensure the equipment is in good working condition Improving the system of signs and signboards in all areas such as check-in area, lounge, arrival area and especially transfer area to make it easy for customers to access and move to other areas in the terminals 83 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport Enhancing overall sanitation in all areas to ensure the terminal is always in a clean state, adding toilets for children and people with disabilities Improving the quality of the announcement system in the common lounge as well as in the business-class lounge of VNA Adding more carts at the terminals especially in arrival terminals, enhancing trolley maintenance and promptly replacing carts that not meet quality standards Reviewing and arranging to separate the check-in area from the taking-off area, avoiding the mess in the check-in area, increasing the effectiveness of the coordination of queuing customers, reducing the waiting time of customers, while ensuring the safety of this area; Besides, continuing to implement the plan to limit taking-off customers‟family into the termial For Noibai border police department Continuing to coordinate with VNA in Noibai to open check counters with priority lanes for C / VIP / CIP, SkyPriority passengers Coordinating with VNA Representative in Noibai to complete the process of coordinating to serve passengers in unusual situations to ensure quick services Periodically training for VNA Representative in Noibai and staffs to carry out procedures for identification of fake identification documents and unauthorized entry and exit procedures of passengers Considering the arrangement of manpower to ensure enough counters to clear customers during peak hours, limiting congestion or visitors must wait in long queues at the police area For Noibai Customs Department Coordinating with VNA Representative in Noibai to complete the process of coordinating to serve passengers in unusual situations to ensure quick services Improving quality and transparency in customs inspection with passengers and luggages For Other Airlines In order to provide the best services to passengers, airlines need to cooperate and coordinate flexibly and strictly in accepting each other's passengers when an airline has 84 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport trouble in operating In addition, airlines also need to have a consistent manner, in accordance with the relevant laws and regulations This is to minimize the damage caused to passengers and affect the image of the aviation industry in general 85 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport CONCLUSION The strong development of the aviation industry in the world together with the increasingly fierce competition among airlines is a big challenge but also creates many favorable opportunities for Vietnam Airlines to expand, claiming to become a famous airlines in the region and in over the world Therefore, the issue of improving the quality of ground services is one of the important and vital issues for airlines especially in the context of Vietnam's economy is in the integration stage, increasingly must be close to international practices if they want to survive and develop sustainably On the basis of applying research methods, sticking to the research objectives and scope, the thesis has completed the following tasks: - Determining the theoretical framework of the quality of ground services, building a scale to assess the quality of ground services of airlines at airports - On the basis of synthesizing information from customer surveys, in-depth interviews, secondary information systems, the author analyzed and clarified the status of Vietnam Airlines' ground service quality at Noibai international airports with specific services Through the SPSS software tool, the author also pointed out empathy and tangible means are two factors that have the strongest influence on customer satisfaction with Vietnam Airlines' ground services at Noibai international airport At the same time, the thesis has found strengths, weaknesses and causes of weaknesses of this service quality - Proposing some solutions to improve the quality of Vietnam Airlines' ground services at Noibai international airport including solutions to improve reliability, responsiveness, service capacity and tangible means and some solutions to improve the quality of human resources as well as management capacity - The thesis also gives some recommendations to Noibai International Airport, Noibai border police department and Noibai Customs Branch With the current development trend, improving the quality of transport services in general and ground services in particular will be researched, developed and completed suitable for socio-economic development by airlines, scientists and professionals 86 TIEU LUAN MOI download : skknchat@gmail.com (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport (LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport(LUAN.van.THAC.si).improving.the.ground.service.quality.of.vietnam.airlines.at.noibai.international.airport