Measuring tourist satisfaction with Front Office services in Huong Giang Hotel Resort & Spa, Vietnam
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| Format: | Thesis |
| Kulcsszavak: | Service quality Customer satisfaction SERVQUAL Hotel Resort Front Office |
| Online Access: | http://dolgozattar.uni-bge.hu/7288 |
| Abstract: | Customer satisfaction is an important topic for both researchers and managers. Owing to the close relationship between customer satisfaction and service quality, many service quality models have been used to measure customer satisfaction. As the most widely used model, SERVQUAL model which was proposed by Parasuraman et al. was used to measure customer satisfaction with Front Office services in Huong Giang Hotel Resort & Spa, Vietnam. Based on personnel-related service quality dimensions, the survey questionnaire was carried out to collect the data from international visitors in Huong Giang Hotel Resort & Spa. Multi-statistical analyses such as frequencies, descriptive, factor analysis, Analysis of Variance (ANOVA) were then used in order to define the characteristics of the respondents, to identify the service quality dimensions that impact on customer satisfaction and the differences in customer satisfaction due to customer characteristics. Apart from methodological issues, managerial implications of findings are discussed. |
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