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

0 Người đánh giá. Xếp hạng trung bình 0

Tác giả: Tâm Đỗ Uyên, Đoàn Thị Kim Thanh, Nguyễn Phú Phương Trang

Ngôn ngữ: vie

Ký hiệu phân loại:

Thông tin xuất bản: Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh, 2022

Mô tả vật lý: tr.50-67

Bộ sưu tập: Metadata

ID: 334259

Thêm vào giỏ Liên kết toàn văn

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.This study explores the factors affecting passenger satisfaction for the domestic terminal at Tan Son Nhat (TSN) international airport. The linear structural model (PLS-SEM) was applied to test the relationship between the proposed variables, using the sample intercept method to collect from 230 passengers in the waiting room of the station. Research results show that service quality, perceived value and airport image has the influence on passenger satisfaction. In which, service quality is a multidimensional structure including efficiency, effectiveness, interaction and decoration, affecting satisfaction in two ways: direct and indirect. For indirect effects, perceived value and airport image play an intermediary role in the relationship between service quality and satisfaction. Perceived value has a strong influence on passenger satisfaction and more than 2 other predictors. This study provides governance implications for TSN airport that have a basis for establishing strategies to enhance sustainable development as well as create a positive airport image, perceived value and enhancement of the airport high level of satisfaction of passengers.

1. Đọc trực tuyến

1. Đọc trực tuyến

Tạo bộ sưu tập với mã QR