Table 3 Cronbach’s alpha coefficients for scales of determinants of quality service and customer satisfaction
From: Customer satisfaction of Vietnam Airline domestic service quality
No. | Scale | Number of observation variables | Cronbach’s alpha | Smallest item total correlation coefficients |
|---|---|---|---|---|
1 | Reservation (RES) | 5 | 0.837 | 0.574 |
2 | Check-in (CHE) | 3 | 0.733 | 0.517 |
3 | Aircraft (AIR) | 3 | 0.654 | 0.378 |
4 | In-flight services (INF) | 6 | 0.869 | 0.594 |
5 | Flight crew (FLI) | 4 | 0.820 | 0.546 |
6 | Boarding/deplaning/baggage (BDB) | 7 | 0.899 | 0.703 |
7 | Satisfaction (SAT) | 3 | 0.834 | 0.656 |