| Summary: | 碩士 === 樹德科技大學 === 經營管理研究所 === 101 === Customer satisfaction is a crucial factor to determine the success of most modern firms. However, the availability of customer satisfaction data at Danang International Airport is still very limited and in need of an urgent update. With the launch of the largest terminal in 2011, it becomes increasingly critical that the Danang Airport would come up with a plan to understand the current state of customer satisfaction so that it can best serve existing customers as well as anticipate new types of consumers that come with the new terminal. Therefore, this research aims to provide a broad evaluation of passenger satisfaction at Danang International Airport by using a modified model of the American Customer Satisfaction Index (ACSI) to befit the airport’s circumstances. The questionnaire is designed with 12 questions focusing on perceived quality, perceived value, price fairness and customer satisfaction. I received 200 responses to construct my model. Based on the result, I conclude that the perceived quality has the largest effect on customer satisfaction. As a result, Danang International Airport should work together with the service providers to improve the customers’ perception of quality.
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