Assessment of customers’ satisfaction with helicopter tour services for sightseeing at Ha Long Bay
Authors
DOI: https://doi.org/10.57110/jebvn.v3i1.163Keywords:
Satisfaction, customer, helicopter, Ha Long BayReferences
Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25(2), 170–192. https://doi.org/10.1016/j.ijhm.2005.08.006
Al-Msallam, S. (2015). Customer satisfaction and brand loyalty in the hotel industry. European Scientific Journal, 1, 1857–7881. https://ssrn.com/abstract=2738998
Anouze, A. L. M., & Alamro, A. S. (2020). Factors affecting intention to use e-Banking in Jordan. International Journal of Bank Marketing, 38(1), 86–112. https://doi.org/10.1108/IJBM-10-2018-0271
Bhat, S. A., Bhat, I., & Kumar, S. (2018). Antecedents of customer loyalty in the banking sector: A mediational study. Vikalpa, 43(2), 92–105. https://doi.org/10.1177/0256090918774697
Buttle, F., & Bok, B. (1996). Hotel marketing strategy and the theory of reasoned action. International Journal of Contemporary Hospitality Management, 8(3), 5–10. http://doi.org/10.1108/09596119610115943
Campbell, J. Y. (1999). Asset prices, consumption, and the business cycle. In J. B. Taylor & M. Woodford (Eds.), Handbook of Macroeconomics (Vol. 1, Ch. 19, pp. 1231–1303). Elsevier.
Churchill, G. A., Jr., Brown, T. J., & Suter, T. A. (1982). An investigation into customer the determinants of satisfaction. Journal of Marketing Research, 19(4), 491–504. http://doi.org/10.2307/3151722
Cronin, J. J., & Taylor, S. A (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.2307/1252296
Curry, A., & Sinclair, E. (2002). Assessing the quality of physiotherapy services using SERVQUAL. International Journal of Health Care Quality Assurance, 15(5), 197–205. https://doi.org/10.1108/09526860210437412
Dung, N. T. N., & Khai, T. C. (2018). Factors affecting the satisfaction of enterprises when using tax administrative services in Sapa District, Lap Cai Province. Journal of Science and Technology (Special Issue), 107–114.
Elias, N. F., Firoz, M. N., & Ismail, A. (2015). A study on the factors affecting customer satisfaction in online airline services. International Journal of Business Information Systems, 20(3), 274–288. https://doi.org/10.1504/IJBIS.2015.072249
Feigenbaum, A. (1991). Quality Control (3rd ed.). McGraw-Hill.
Giao, H. N. K., & Hai, T. H. (2014). Factors affecting customer satisfaction using ATM card service at Vietcombank – Vinh Long Branch. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.2489496
Hassan, M. K. (2012). Measuring tourist satisfaction: A categorical study on domestic tourists in Bangladesh. Journal of Business Studies, XXXIII(1), 1–13. https://doi.org/10.9790/487X-2308073039
Juran, J. M. (1988). Quality Control Handbook (4th ed.). McGraw-Hill.
Kaura, B., Singh, S., & Prasad, R. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4). https://doi.org/10.1108/IJBM-04-2014-0048
Kim, Y. K., & Lee, H. R. (2011). Customer satisfaction using low cost carriers. Tourism Management, 32(2), 235–243. https://doi.org/10.1016/j.tourman.2009.12.008
Kotler, P., & Amstrong, G. (2004). Principles of Marketing. Prentice Hall.
Long, P. H. (2019). Evaluating tourists’ satisfaction about MIA Nha Trang Resort’s service quality. Can Tho University Journal of Science, 55(S), 167. https://doi.org/10.22144/ctu.jvn.2019.089
Neal, J. D., Sirgy, M. J., & Uysal, M. (1999). The role of satisfaction with leisure travel/tourism services and experience in satisfaction with leisure life and overall life. Journal of Business Research, 44(3), 153–163. https://doi.org/10.1016/s0148-2963(97)00197-5
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: Foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311–336. https://doi.org/10.1016/S0022-4359(97)90021-X
Ong, K. S., Goh, Y. M., & Lee, H. L. (2017). Consumer-based virtual brand personality (CBVBP), customer satisfaction, and brand loyalty in the online banking industry. International Journal of Bank Marketing, 35(3), 370–390. https://doi.org/10.1108/IJBM-04-2016-0054
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. http://doi.org/10.2307/1251430
Phu, N. T. C. (2016). Factors that impact customer satisfaction using the travel services in the Mekong River Delta. Journal of Economics and Technology, 16(9), 74–86.
Sayani, H. (2015). Customer satisfaction and loyalty in the United Arab Emirates banking industry. International Journal of Bank Marketing, 33(3), 351–375. https://doi.org/10.1108/IJBM-12-2013-0148
Seth, N., Deshmukh, S. G., & Vrat, P. (2006). A conceptual model for quality of service in the supply chain. International Journal of Physical Distribution and Logistics Management, 36(7), 547–575. https://doi.org/10.1108/09600030610684971
Snyder, D. J., & Tai, P. A. (2014). Customer satisfaction at low-cost airlines: A case study of Jetstar Pacific Airlines (JPA). The Clute Institute International Academic Conference, 254–265.
Son, N. D., & Tin, L. V. (2020). Evaluation of satisfaction of domestic tourism for festival tourism activities in Dak Lak Province. Journal of Science: University of Education, Hue University, 1(57), 85–96.
Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). Determinants of customer-perceived service quality: A confirmatory factor analysis approach. Journal of Services Marketing, 16(1), 9–34. http://doi.org/10.1108/08876040210419398
Tam, J. L. M. (2004). Customer satisfaction, service quality and perceived value: An integrative model. Journal of Marketing Management, 20(11), 897–917. https://doi.org/10.1362/0267257041838719
Tanomsin, P., & Chenin, C. (2018). Factors affecting customer satisfaction and loyalty towards low-cost airlines in Thailand. International Research Journal of Finance and Economics, 3(7), 104–114.
Thanh, N. T. H. (2020). Factors affecting Vietnamese customers’ satisfaction and loyalty towards international bank card service. Journal of International Economics and Management, 127(4), 95–108.
Thuy, N. V. (2020). The impact of tourism service quality on visitor satisfaction for destinations in Ho Chi Minh City. Hue University Journal of Science: Economic and Development Issue, 129(S), 47–64. https://doi.org/10.26459/hueuni-jed.v129i5B.5694.
Trong, H., & Ngoc, C. N. M. (2008). Analyze Research Data with SPSS. Hong Duc Publishing House.
Wong, A., & Sohal, A. (2003). Service quality and customer loyalty: Perspectives on two levels of retail relationships. Journal of Services Marketing, 17(5), 495–513. https://doi.org/10.1108/08876040310486285
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. https://doi.org/10.2307/1251446
Zeithaml, V. A., & Bitner, M. (2000). Services Marketing: Integrating Customer Focus Across the Firm. Irwin McGraw-Hill.
Downloads
Additional Files
Published
Abstract View
PDF Downloaded
How to Cite
Issue
Section
License
Copyright (c) 2023 Vũ Thị Minh Hiền

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
by VNU Journal of Economics and Business