The document presents research on factors that affect participant satisfaction at a flight training center in Vietnam. The research identifies four key factors that influence satisfaction: instructors, reliability, participant-focused activities, and facilities. Participant-focused activities, such as interactive communication channels and a comfortable learning environment, have the strongest impact on satisfaction. The study recommends improvements in these areas, especially developing more participant-centered activities and motivating instructors, to increase overall satisfaction.

1. May,2017
MEIHO UNIVERSITY
Graduate Institute of Business
and Management
FOREIGN TRADE UNIVERSITY
Faculty of International
Education

2. The Factors Affect Participants’
Satisfaction
A Case Study at Flight Training
Center
Advisor: Dr.Sheng-Chieh Wu
Co-Advisor: Dr. Nguyen Xuan Minh
Graduate Student: Tran Thi Diem Trang

3. CONTENT
1. INTRODUCTION
2. LITERATURE REVIEW
3. RESEARCH METHODOLOGY
4. RESEARCH RESULTS AND ANALYSIS
5. CONCLUSIONS AND RECOMMENDATIONS

5. 1. INTRODUCTION
Overview of Flight Training center
• Vietnam Airlines Joint Stock Company is the
national flag carrier, a leading company in the
domestic aviation industry of Vietnam, and a
strong brand in region
• Flight Training Center- Branch of Vietnam
Airlines JSC (FTC) is responsible for training
major of human resource of Vietnam Airlines.

6. 1.INTRODUCTION
Objectives
1- To identify the service quality factors as
perceived by the participants
2-To determine the effects of these service
quality factors on the overall satisfactions
of the participants.
3- To examine the effects of the demographic
factors on the participants’ satisfaction.
4- To find out some solutions to better satisfy
participants and improve service quality

8. 2.LITERATURE REVIEW
Theories and Prior Paper
• Theories concerning service quality, customer
satisfaction
• Perceived Service Quality model-Gonroos,
1984
• GAPS Service Quality Model of Parasuraman,
A,Zeithaml,V.A.,&Berry,L.L(1985)
• SERVPERF model by Cronin and Taylor 1992
• Other Relating thesis.

9. 2.LITERATURE REVIEW
Research Model

11. 3.RESEARCH METHODOLOGY
Research design

12. 3.RESEARCH METHODOLOGY
Research design
Sample determination
-Pilots and flight attendants who attend classes
at FTC during March,2017
-Sample size: according to Tabachnick &
Fidell( 1996)
S= 50+8*No.of independent variables=266

13. 3.RESEARCH METHODOLOGY
Research design
Data Analysis Techniques

15. 4.RESEARCH RESULTS
Cronbach’s Alpha Analysis
-Total Cronbach’s Alpha values of 5 dimensions
and dependent variables are higher than 0.8,
satisfying consistency and reliability
requirements.
-Two variables tan5and assu5 are
removed( Cronbach’s Alpha IF delete item
values are higher than total Cronbach’s Alpha
values)
-25 independent variables and 4 dependent
variables are used for further analysis

16. 4.RESEARCH RESULTS
Exploratory Factor Analysis
• Independent variables
Value Assessment Conclusion
KMO 0.936 >0.5 Acceptable
Barlet sig 0.00 <0.05 Acceptable
Eingen value 1.175 >1 Acceptable
Total
variance
62.625% >50% Acceptable
4 new groups factors are formed

17. • Dependent variables
Value Assessment Conclusion
KMO 0.818 >0.5 Acceptable
Barlet sig 0.00 <0.05 Acceptable
Eingen value 2.930 >1 Acceptable
Total
variance
73.248% >50% Acceptable
4.RESEARCH RESULTS
Exploratory Factor Analysis

18. • Cronbach’s Alpha values for new group factors are
higher than 0.8. all the group factors satisfy
consistency and reliability requirements
Factors Cronbach’s Alpha
Instructors 0.899
Reliability 0.876
Participants-focus
activities
0.836
Facilities 0.826
4.RESEARCH RESULTS
Cronbach’s Alpha Analysis for new factors

19. -Pearson Correlation values between Satisfaction variable
and other factors are 0.704, 0.635, 0.756, 0.563, which
are higher than 0 and close to 1. Multiple regression
analysis, is applicable for all variables.
-Participant-focus activity, has strongest correlation with
the participants’ satisfaction.
-Correlations between independent variables do exist, so
VIF value in Multiple Regression Analysis is examined to
ensure that there is no multicolearnity.
4.RESEARCH RESULTS
Pearson Correlation Analysis

20. Unstandard
ized B
Standardi
zed Beta
Sig VIF
Constant -,038
INS , 357 , 317 , 000 2,075
REL , 092 , 079 , 133 2,285
PFA , 442 , 436 , 000 2,256
FAC , 117 , 105 , 021 1,718
4.RESEARCH RESULTS
Multiple Regression Analysis

21. Hypotheses testing results
Hypotheses contents Sig Beta Results
H1 Instructors of FTC affects positively the
participants’ satisfaction
,000 ,317
Acceptable
H2 Reliability of FTC affects positively the
participants’ satisfaction ,133 ,079
Unacceptable
H3 FTC’s participants focusing activities
affects positively the participants’
satisfaction
,000 ,436
Acceptable
H4 Facilities of FTC affects positively the
participants’ satisfaction ,021 ,105
Acceptable
4.RESEARCH RESULTS
Multiple Regression Analysis

22. • Summary of the effects of the service quality
on participants’ satisfaction
PS=-0.38+0.317*INS+0.436*PFA+0.105*FAC
4.RESEARCH RESULTS
Multiple Regression Analysis

23. • The differences work experience, nationality
and education level cause no difference in the
level of participants’ satisfaction.
• The differences in gender and job cause
differences in satisfaction levels of the
participants.
4.RESEARCH RESULTS
Independent t-test & Anova Test

25. 5.CONCLUSIONS
• Three service quality affecting participants’
satisfactions are The instructors of FTC , The
participants-focus activities of FTC and
facilities of FTC.
• The participants-focus activities of FTC has
strongest impact on participants’ satisfactions
• Some demographic factors have influences on
the satisfaction levels

26. 5.RECOMMENDATIONS
Participants-focus activities
1-Developing more interactive, friendly- user
communication channels such as: forum, group chat,
hotline phone.
2-Applying computerized and computer adaptive
survey as a substitute for traditional paper –pencil
questionnaires
3-Expanding library opening times and simplifying the
current procedures of borrowing-returning books and
training devices and equipment
4-Decorating and arranging the training rooms in a
sense of comfort and intimacy for the participants.

27. 5-Arrangging lounge equipped with automatic vending
machines
6-More talks should be made between the managers
and the frontline staffs to affirm the sense of
participants-center in each and every employees’
minds.
7- Providing regularly courses of improving
communication and interaction skills for those frontline
staffs.
5.RECOMMENDATIONS
Participants-focus activities

28. Suggestions to managers
1-Managers should apply appropriate policies to satisfy
and motivate instructors especially payment policy.
2-Manager should provide more suitable training
programs to instructors
3-Managers should organize workshop, seminar
scientific research activities for instructors.
Suggestions to instructors
1-The instructors should regularly update their
professional knowledge, teaching methods and English
2-Instructors should keep in mind that the participants
are their valuable customers.
5.RECOMMENDATIONS
Instructors

29. Managers employ appropriate policies to motivate the
technicians team, whose workloads have recently
increased significantly along with the rise in facilities
and devices installing, operating and maintaining
activities at Flight Training Center.
5.RECOMMENDATIONS
Facilities

30. • Sample of the study is only composed of
pilots and flight attendants of Vietnam Airline
• The study does not include the Flight Training
Center’s simulator training service
• The author also wishes to conduct another
study for this type of service in further
research.
5.LIMITATIONS

32. 1.INTRODUCTION
Research Scope and Limitation
- Survey focuses only on pilots, and flight
attendants
-The questionnaires are delivered to voluntary
participants who take classes during the period
from March 1st, 2017 to April 7th, 2017.

33. 2.LITERATURE REVIEW
Research Hypotheses
• H1: The tangibles of FTC affect positively the
participants’ satisfaction
• H2: The reliability of FTC affects positively the
participants’ satisfaction
• H3: The responsiveness of FTC affects positively
the participants’ satisfaction
• H4: The assurance of FTC affects positively the
participants’ satisfaction
• H5: The empathy of FTC affects positively the
participants’ satisfaction

34. 3.RESEARCH METHODOLOGY

35. 3.RESEARCH METHODOLOGY
Research design
Questionnaire design
•Two parts: general in formation and 31
questions concerning the perceptions of the
participants towards the service quality of FTC.
•The five-point Likert scale: 1-strongly
disagree,2-disagree,3-not disagree nor agree,4-
agree,5-strongly agree

36. 3.RESEARCH METHODOLOGY
Research design
Data collection method:
Paper and pencil

37. H1: The instructors of FTC affect positively
the participants’ satisfaction
H2: The reliability of FTC affects positively the
participants’ satisfaction
H3: The participants-focus activities of FTC
affects positively the participants’ satisfaction
H4: The facilities of FTC affects positively the
participants’ satisfaction
4.RESEARCH RESULTS
New hypotheses

38. Name of factors Code Compute :mean() Type of variables
Instructors of FTC INS Mean (Assu3, Assu4, Res2, Emp4,
Emp3, Assu2, Assu1)
Independent
Reliability of FTC REL Mean(Rel3,Rel5,Rel2,Res1,Rel4,R
el1,Rel6)
Independent
Participants
focusing activities
PFA Mean(res6,res5,emp5,res4,emp2)
res5,emp5,res4,emp2)
Independent
Facilities of FTC FAC Mean(tan1,tan4,tan2,tan3) Independent
Participants’
Satisfaction
PS Mean(Sat1,Sat2,Sat3,Sat4) Dependent
4.RESEARCH RESULTS
Exploratory Factor Analysis