AI SearchAn assessment of service quality in the airline industry : (Record no. 9342)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03581nam a2200421 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20260817163639.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 161097 th eng |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | .b11679359 |
| 099 #9 - LOCAL FREE-TEXT CALL NUMBER (OCLC) | |
| Classification number | AIT RSPR no.SM-97-67 |
| 100 0# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Nguyen Danh Nguyen |
| 245 13 - TITLE STATEMENT | |
| Title | An assessment of service quality in the airline industry : |
| Remainder of title | a case study of Vietnam Airlines |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Bangkok : |
| Name of publisher, distributor, etc. | Asian Institute of Technology, |
| Date of publication, distribution, etc. | 1997 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 55 p.: |
| Other physical details | ill. |
| 490 1# - SERIES STATEMENT | |
| Series statement | Research studies project report ; |
| Volume/sequential designation | no. SM-97-67 |
| 500 ## - GENERAL NOTE | |
| General note | A research study submitted in partial fulfillment of the requirements for the degree of Mater of Business Administration. |
| 502 ## - DISSERTATION NOTE | |
| Dissertation note | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 1997 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | With the development of the economy, the demand for air transportation in Vietnam is increasing rapidly. The requirement for truly civil air transportation is very urgent. Vietnam Airlines was established from the army's air transportation operation in order to meet this demand in 1976. But until 1993, Vietnam Airlines was in full state ownership with autonomy in doing business. Because it is a young airline operation in a fast changing environment, Vietnam Airlines faces many difficulties in reaching world level in service quality and meeting competition in the global market. The best way to take off for the company now is to improve its service quality management. This research examines quality issues in the passengers service of Vietnam Airlines Corporation. Starting from investigating potential service quality models such as SERVQUAL, this research developed the passenger survey for evaluating passenger perception and expectation of service quality of the flag carrier - Vietnam Airlines. The research found that while passengers accept service quality of Vietnam Airlines, they still expect higher. Though service quality of the airlines is still in low level, the competitive advantage of Vietnam Airlines is based on its low price strategy. This study also makes recommendations for the airlines to improve its service quality within its financial and human resources. Finally, the results of this study are expected to help the airlines management and employees to improve service process performance under perception of quality management. |
| 650 10 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Airlines |
| General subdivision | Customer services |
| 650 10 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Airlines |
| General subdivision | Vietnam |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Paul, Himangshu, |
| Relator term | Chairperson |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Nagarur, N., |
| Relator term | Examination committee |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Truong, Quang, |
| Relator term | Examination Committee |
| 710 2# - ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | Government of Switzerland, |
| Relator term | Scholarship donor |
| 810 2# - SERIES ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | Asian Institute of Technology. |
| Title of a work | Research studies project report ; |
| Volume/sequential designation | no. SM-97-67 |
| 856 ## - ELECTRONIC LOCATION AND ACCESS | |
| Materials specified | Full-Text |
| Uniform Resource Identifier | <a href="http://203.159.5.9/ait-thesis/detail.php?q=B13607">http://203.159.5.9/ait-thesis/detail.php?q=B13607</a> |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) | |
| a | .b11679359 |
| b | mnait |
| c | y |
| 902 ## - LOCAL DATA ELEMENT B, LDB (RLIN) | |
| a | 240402 |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| Operator's initials, OID (RLIN) | 0 |
| Cataloger's initials, CIN (RLIN) | 971016 |
| First date, FD (RLIN) | m |
| -- | a |
| -- | y |
| -- | 3 |
| 945 ## - LOCAL PROCESSING INFORMATION (OCLC) | |
| l | mnait |
| 945 ## - LOCAL PROCESSING INFORMATION (OCLC) | |
| l | mnait |
| 945 ## - LOCAL PROCESSING INFORMATION (OCLC) | |
| l | mnarc |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | 20-AIT Publication |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | 40-Archives |
| 909 ## - LOCAL ITEMS USED | |
| Barcode | Barcode : 30050120620371 |
| CREATED | CREATED : 1997-10-16 |
| RECORD Id | RECORD # : i12026529 |
| LPATRON | LPATRON : 1017360 |
| LCHKIN | LCHKIN : 2008-03-02 |
| RENEWALS | # RENEWALS : 0 |
| -- | # OVERDUE : 0 |
| -- | IUSE3 : 0 |
| -- | TOT CHKOUT : 8 |
| -- | TOT RENEW : 1 |
| 909 ## - LOCAL ITEMS USED | |
| Barcode | Barcode : 30050120620363 |
| CREATED | CREATED : 1997-10-16 |
| RECORD Id | RECORD # : i12026530 |
| LPATRON | LPATRON : 1017360 |
| LCHKIN | LCHKIN : 2008-02-02 |
| RENEWALS | # RENEWALS : 0 |
| -- | # OVERDUE : 0 |
| -- | IUSE3 : 0 |
| -- | TOT CHKOUT : 17 |
| -- | TOT RENEW : 2 |
| 909 ## - LOCAL ITEMS USED | |
| Barcode | Barcode : 30050160103262 |
| CREATED | CREATED : 2016-04-27 |
| RECORD Id | RECORD # : i12957173 |
| LPATRON | LPATRON : 0 |
| LCHKIN | LCHKIN : - |
| RENEWALS | # RENEWALS : 0 |
| -- | # OVERDUE : 0 |
| -- | IUSE3 : 0 |
| -- | TOT CHKOUT : 0 |
| -- | TOT RENEW : 0 |
| Withdrawn status | Lost status | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Total checkouts | Full call number | Barcode | Date last seen | Copy number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Available for Loans | Asian Institute of Technology Library | Asian Institute of Technology Library | AIT Publications | 17/08/2026 | AIT RSPR no.SM-97-67 | 30050120620371 | 17/08/2026 | 1 | 17/08/2026 | 20-AIT Publication | ||||
| Available for Loans | Asian Institute of Technology Library | Asian Institute of Technology Library | AIT Publications | 17/08/2026 | AIT RSPR no.SM-97-67 | 30050120620363 | 17/08/2026 | 2 | 17/08/2026 | 20-AIT Publication | ||||
| Available for Loans | Asian Institute of Technology Library | Asian Institute of Technology Library | Archives | 17/08/2026 | AIT RSPR no.SM-97-67 | 30050160103262 | 17/08/2026 | 17/08/2026 | 40-Archives |