Title: An investigation of passenger service satisfaction with international airports: evidence from Vietnam-Taiwan direct flights at Tan Son Nhat International Airport

Authors: Nam Tien Duong

Addresses: Department of Science, Technology, and International Projects, Ho Chi Minh City University of Economics and Finance (UEF), 141-145 Dien Bien Phu, Ward 15, Binh Thanh District, Ho Chi Minh City, Vietnam

Abstract: This study aims to investigate passengers' satisfaction with the Vietnam-Taiwan flights at Tan Son Nhat Airport in terms of flights and airport services. The findings indicate that satisfaction with various service attributes, such as ticket purchasing, destination and flight services, and airline staff services falls between dissatisfaction and satisfaction. In the multiple regression of flight service satisfaction, satisfaction with the two service dimensions, destination and flight services, and airline staff services, positively affect the overall flight service satisfaction. As for satisfaction with airport services, satisfaction with various service attributes, including terminal facilities, airport services, and passenger service information, ranges from dissatisfaction to satisfaction, while satisfaction with parking and ground transportation attributes lies between dissatisfaction and neutral. In the multiple regression of airport services satisfaction, satisfaction with the four service dimensions, terminal facilities, airport services, passenger service information, and parking and ground transportation, positively affects overall airport service satisfaction.

Keywords: satisfaction; airport; passenger; service; flight; Vietnam; Taiwan.

DOI: 10.1504/IJSOM.2026.152591

International Journal of Services and Operations Management, 2026 Vol.53 No.3, pp.313 - 344

Received: 31 Oct 2023
Accepted: 26 Nov 2023
Published online: 30 Mar 2026 *

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