The factors affecting passenger satisfaction with short-range air transport services: approach to value chain in the case of Vietnam Airlines

Abstract

Passenger satisfaction with flights is an essential factor that affects their loyalty and enables air-carriers to stabilize their market share, enhance sales efficiency in a highly competitive airline marketplace nowadays. This research aims to analyze the factors affecting passenger satisfaction towards short distance flights carried out by Vietnam Airlines. The research findings will lay the foundation for shaping up the business strategies for air carriers, especially for Vietnam Airlines to enhance passenger satisfaction level with their flights.