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Abstract

The purpose of this study is to examine the impact of airlines service quality on word-ofmouth through corporate image. Survey data were collected from 298 passengers who have used the domestic airline service at Tan Son Nhat airport. Research results reveal that domestic airline service quality includes four components: convenience, reliability, passenger service, and in-flight service. The SEM analysis result, moreover, shows that there is no significantly direct impact of service quality on WOM, that only exerts an indirectly positive impact of service quality on WOM through the airline image. Finally, the implications for managers and directions for further research are discussed as well.



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Article Details

Issue: Vol 16 No 2 (2013)
Page No.: 107-116
Published: Jun 30, 2013
Section: Economics, Law and Management - Research article
DOI: https://doi.org/10.32508/stdj.v16i2.1484

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Creative Commons License

Copyright: The Authors. This is an open access article distributed under the terms of the Creative Commons Attribution License CC-BY 4.0., which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.

 How to Cite
Le, C., & Nguyen, T. (2013). Service quality, corporate image and word-of-mouth in Vietnam domestic airline service. Science and Technology Development Journal, 16(2), 107-116. https://doi.org/https://doi.org/10.32508/stdj.v16i2.1484

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