Customer Satisfaction with Noi Bai International Airport Service Quality

Satisfaction is the process of customers commenting on and evaluating a product or service to determine whether it meets their needs and expectations (Zeithaml & Bitner, 2000) [16]. Service quality and satisfaction have always been important research topics. Most research shows that perceived service quality is a decisive factor in customer satisfaction (Parasuraman, 1988) [12]. Research by Kumar et al. (2012) [10] shows that service quality is an important measure to ensure customer satisfaction, increase competitiveness, and improve the efficiency of the business industry. Although there are many other factors that can impact customer satisfaction, such as price and product quality, service quality remains an important variable in measuring customer satisfaction (Wilson et al., 2008) [13]. This study was conducted with the aim of identifying, analyzing, and measuring customer satisfaction with Noi Bai International Airport service quality by using qualitative and quantitative research methods. Quantitative research methods were carried out with SPSS software, including descriptive statistics and Cronbach's alpha analysis. On the basis of an overview of previous studies and after interviewing experts, the study identified and analyzed two scales (component attributes) of customer satisfaction with Noi Bai International Airport service quality. Based on the research results, we propose some recommendations to improve the Noi Bai International Airport service quality, thereby contributing to improving business performance at Noi Bai International Airport.