NDLI: Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam

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Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam

Content Provider	Scilit
Author	Minh, Nguyen Hue Ha, Nguyen Thu Anh, Phan Chi Matsui, Yoshiki
Copyright Year	2015
Description	The purpose of this study is to empirically examine the relationship between service quality and customer satisfaction in Vietnamese hotels, survey questionnaire was constructed with 23 service quality items covering 5 service quality dimensions based on SERVQUAL model. Data were collected from 432 guests of 33 three-star hotels in Vietnam in 2013. Analysis results indicate that Reliability, Responsiveness, Assurance, and Empathy significantly impact on the customer satisfaction. The study implies that service quality plays an important role as a driver for higher customer satisfaction level in hotel service. Managers would focus on Empathy, Reliability, Responsiveness, and Assurance to achieve high degree of customer satisfaction which leads to customer loyalty and business profit.
ISSN	19112017
e-ISSN	19112025
DOI	10.5539/ass.v11n10p73
Journal	Asian Social Science
Issue Number	10
Volume Number	11
Language	English
Publisher	Canadian Center of Science and Education
Publisher Date	2015-03-30
Access Restriction	Open
Subject Keyword	Tourism, Leisure, Sport and Hospitality Customer Satisfaction Service Quality
Content Type	Text
Resource Type	Article
Subject	Arts and Humanities Economics, Econometrics and Finance Social Sciences

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