Research of passenger satisfaction at Tan Son Nhat international station

Abstract

This study aims to assess the factors affecting the level of passenger satisfaction when passing through Tan Son Nhat International Terminal. The author wishes to build and test the measurement scales, as well as consolidate and complete the theoretical model showing the impact between the components of service quality - customer satisfaction when passing through the house. Tan Son Nhat International Station. At the same time, the author has provided statistics on the customer's assessment of the responsiveness of service elements at Tan Son Nhat International Terminal. Based on the theoretical basis of customer satisfaction measurement models, through qualitative and quantitative research results, the official study was conducted with a sample of 202 passengers who have passed and are going through. Tan Son Nhat International Terminal with ages from 18 to 70 years old. SPSS 22 software was used to analyze the data in this study. Through preliminary research (qualitative) and formal research (quantitative) The author used a questionnaire to survey passengers to test the model and form a formal scale of passenger satisfaction. when going through Tan Son Nhat international terminal, the results show that there are 6 factors: (1) Convenience; (2) Quality of services; (3) Facilities; (4) Tangible means; (5) Reliability; (6) Service attitude. Based on the pseudo-tacs regression equation, it can be concluded that the variable with the strongest impact on the model is the convenience variable with the highest Beta coefficient of 0.767. Through analyzing the reviews and comments of passengers, it can be seen that there are disadvantages in the service at Tan Son Nhat international terminal such as poor passenger service attitude, departure, and landing no on-time scheduled flight delays/cancellations also happens frequently. Communication services, especially communication services, and the public Internet have not yet met the needs of guests. In terms of tangible conditions, passengers are not satisfied with the signposts at the station, and the bus at the station is still not enough to serve passengers. From here, the author has given the implications and directions to improve the level of passenger satisfaction at Tan Son Nhat International Terminal.