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VNUHCM Journal of

Science and Technology Development

An official journal of Viet Nam National University Ho Chi Minh City, Viet Nam since 1997

ISSN: 1859-0128
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Statistical analysis of factors affecting the service quality of Jetstar Pacific Airlines

Nhan Huu Huynh 1, *
Dung Anh To 2

  1. Ho Chi Minh city University of Technology, VNU-HCM
  2. University of Science, VNU-HCM
Correspondence to: Nhan Huu Huynh, Ho Chi Minh city University of Technology, VNU-HCM. Email: pvphuc@vnuhcm.edu.vn.
Volume & Issue: Vol. 18 No. 2 (2015) | Page No.: 67-75 | DOI: 10.32508/stdj.v18i2.1073
Published: 2015-06-30

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Copyright © 2015 by the author(s).

Copyright The Author(s) 2023. This article is published with open access by Vietnam National University, Ho Chi Minh city, Vietnam. This article is distributed under the terms of the Creative Commons Attribution License (CC-BY 4.0) which permits any use, distribution, and reproduction in any medium, provided the original author(s) and the source are credited. 

Abstract

The aim of this paper is to study the effects of service quality in Jetstar Pacific Airlines towards customer’s satisfaction under the perspective of Servqual and Gronroos service quality model and the relationship between functional quality, technical quality, internal and external environment influences mediated by Jetstar Pacific Airlines images and service quality using the main statistical methods such as factor analysis and multiple linear regression.

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