Lack of services providing to airline customers: a case study of Vietnam Airport Ground Services Co. Ltd - Tan Son Nhat branch

Abstract

Joining Sky team in June 2010 is a good step for Vietnam Airlines when it asserted its brand to the world in the context of globalization today. However, according to that, every activity of passenger service standards has been set and ensured the compliant commitment of individuals and organizations in the service supply chain for passengers. Vietnam Airport Ground Services Co., Ltd (VIAGS) was required from the Corporation to provide ground service with the criteria of “Safety - Standards - Quality - Efficiency”. The company is committed to providing services to customers on the basis of a quality safety management system in accordance with International Standards ISO 9001:2008, ISAGO standards, and quality agreements agreed with customers. Although with 25 years of professional experience, the company’s brand is increasingly diminished. VIAGS Tan Son Nhat (VIAGS-TSN) – a branch of VIAGS is facing low sales and the reduction of customers in recent years when the customers of the company were unchanged from 2018 to 2019 while the number of customers in existing competitors were increased. There are many given different problems. It is believed that the potential central problem is related to product quality providing to customers. The main cause is poor in planning the material supply of VIAGS-TSN. This paper will divide into main sectors, including identifying existing problems, justifying the central problem, analyzing alternative solutions, and finally giving implementation of an action plan.