This study has some limitations in addition to its contributions and outcomes:
- To begin with, due to a lack of time, ability, and money, research is confined to students living in the city. As a result, future research can address these constraints in order to improve the value of study findings. Furthermore, this research study was unable to survey all of the city's passengers, and several survey tables were found to be unacceptable, resulting in their rejection. The following research should be examined with a bigger number of samples and a broader area if possible.
- In addition, Vietnamese’s notions were unfamiliar to the term “service recovery”, they had difficulty comprehending them.
- Last but not least, this study do not examine the service recovery satisfaction, it only focused on customer satisfaction in general.
The author proposes several future research directions based on the study's limitations:
- Further research should focus on people who live in Hanoi or other large cities in Vietnam, as this study only looked at VietJet passengers who live in Ho Chi Minh City, who may have differing perspectives and emotions about the airline's service recovery.
- There are numerous variables belonging to service recovery such as explaination, apology-compensation; etc which were found in previous studies. So the future can expand to the other service recovery variables.
- The next research could consider specally as customers satisfaction towards service recovery.
CONCLUSION
This chapter is comprised of some parts. The first part is a conclusion of this research;
the second part provides the implication, the third part presents the limitation of the research and a recommendation for the future studies. When compared to prior study, quantitative research with a large sample size was able to quantify the relative importance of each of these variables as influencing factors (n = 260). Morover, Based on the research results, some implications are proposed to increase VietJet Air in solving service failures.
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