Study of Customers’ Service Quality Management:A Case from Hanoi, Vietnam

• Main Authors: Ngoc Lam Tran, 陳玉林
• Other Authors: Tsuang -Yi Kuo
• Format: Others
• Language: en_US
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/zya6w7

碩士 === 國立中山大學 === 國際經營管理碩士學程 === 103 === The hospitality industry has seen a tremendous change for recent decades and hospitality business becomes an integral part of the human life. Therefore, due to the development in this industry, the service quality management is one of the most significant concerns of not only hotel managers but also the researchers as well as the government. The work applied the SERVQUAL instrument in order to examine both customers’ expectations and perceptions using the services at the three hotels in Hanoi Old Quarter – one of the most attractive tourism places in Hanoi; and to identify the link between service quality management and customer satisfaction. The researcher used 150 questionnaires in carrying out this research study. From the research conducted, it is clear that the service quality of the hotels in Hanoi Old Quarter is high and of great importance to customers. Besides this, the SERVQUAL model is reliable to examine the service quality in this area since the Cronbach’s Alpha value is exceed 0.7. Furthermore, in macro level, it is one of the foundation of growth in the industry economy because it brings cash inflows to the economy through tourism attraction. In general, the service quality of the three hotels examined in Hanoi Old Quarter is high. Despite all the remarkable impact of service quality management on customer satisfaction in the hospitality business, the researcher believes that some aspects can be improved to increase the quality of these hotels.