The study aimed to identify and measure the factors affecting the decision to purchase online airline tickets in Ho Chi Minh City, Vietnam (HCMC) by surveying 536 customers aged 18 and over who bought airline tickets online and live in Ho Chi Minh City. The SPSS 20 tool was used to analyze the...

This study has four specific objectives: (1) Identifying factors that affect customer satisfaction on online service quality at Tiki.vn, (2) Measuring the level of impact of the factors, (3) Testing the difference in satisfaction among groups of customers with different characteristics in terms...