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17 (3) 2022

Các yếu tố ảnh hưởng đến sự hài lòng của hành khách: Bằng chứng từ cảng hàng không quốc tế Tân Sơn Nhất


Tác giả - Nơi làm việc:
Nguyễn Phú Phương Trang - Học viện hàng không Việt Nam , Việt Nam
Đỗ Uyên Tâm - Học viện hàng không Việt Nam , Việt Nam
Đoàn Thị Kim Thanh - Học viện hàng không Việt Nam , Việt Nam
Tác giả liên hệ, Email: Đỗ Uyên Tâm - tamdo@vaa.edu.vn
Ngày nộp: 08-06-2021
Ngày duyệt đăng: 28-07-2021
Ngày xuất bản: 29-11-2021

Tóm tắt
Nghiên cứu này tìm hiểu các yếu tố ảnh hưởng đến sự hài lòng của hành khách đối với nhà ga quốc nội, cảng hàng không quốc tế Tân Sơn Nhất (TSN). Sử dụng mô hình cấu trúc tuyến tính (PLS-SEM) nhằm kiểm định các mối quan hệ giữa các giả thuyết, áp dụng phương pháp khảo sát mẫu chặn được thu thập từ 230 ở phòng chờ nhà ga quốc nội. Kết quả nghiên cứu cho thấy chất lượng dịch vụ, giá trị cảm nhận và hình ảnh sân bay có tác động đến sự hài lòng của hành khách. Trong đó, chất lượng dịch vụ là một khái niệm bậc hai bao gồm các thành phần: hiệu quả, hiệu suất, tương tác và trang trí, ảnh hưởng trực tiếp và gián tiếp đến sự hài lòng. Đối với tác động gián tiếp, giá trị cảm nhận và hình ảnh sân bay đóng vai trò trung gian trong mối quan hệ giữa chất lượng dịch vụ và sự hài lòng. Giá trị cảm nhận có tác động lớn nhất đến sự hài lòng so với chất lượng dịch vụ và hình ảnh sân bay. Nghiên cứu này cung cấp các hàm ý quản trị đối với sân bay TSN nhằm thiết lập các chiến lược nhằm góp phần vào sự phát triển bền vững cũng như tạo ra hình ảnh sân bay tích cực, gia tăng giá trị cảm nhận và nâng cao mức độ hài lòng.

Từ khóa
chất lượng dịch vụ; giá trị cảm nhận; hình ảnh sân bay; sự hài lòng

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Trích dẫn:

Nguyen, T. P. P., Do, T. U., & Doan, T. T. K. (2022). Các yếu tố ảnh hưởng đến sự hài lòng của hành khách: Bằng chứng từ cảng hàng không quốc tế Tân Sơn Nhất [Examining factors that affect passenger’s overall satisfaction: Evidence from Tan Son Nhat Airport]. Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh – Kinh tế và Quản trị Kinh doanh, 17(3), 50-67. doi:10.46223/HCMCOUJS.econ.vi.17.3.1918.2022


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