Passenger Satisfaction of Using Services at Hall B – Terminal T1 Tan Son Nhat International Airport

Abstract

This research aims to identify factors affecting passenger satisfaction when using services at Hall B – Terminal T1 (T1) Tan Son Nhat International Airport (TIA). Cronbach’s alpha, Exploratory factor analysis and linear regression model were used with the support of SPSS. The results show that there are 04 factors affecting passenger satisfaction when using services Hall B – T1 TIA, arranged by the decreasing importance: (1) Competence, (2) Perceived Price, (3) Tangibles, (4) Security – Safety, (5) Responsiveness, (6) Convenience, (7) Empathy, (8) Reliability, (9) Added value. The research reveals some suggestions to the management to improve and enhance passenger satisfaction at Hall B – T1 TIA