Service quality and customer satisfaction: A case study of hotel industry in Vietnam

Nguyen Hue Minh, Nguyen Thu Ha, Phan Chi Anh, Yoshiki Matsui

    Abstract

    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.

    Original languageEnglish
    Pages (from-to)73-85
    Number of pages13
    JournalAsian Social Science
    Volume11
    Issue number10
    DOIs
    StatePublished - 2015

    Fingerprint

    customer
    service
    satisfaction
    quality
    empathy
    reliability
    Vietnamese
    loyalty
    Vietnam
    driver
    manager
    questionnaire
    survey
    impact
    model
    analysis
    data

    Keywords

    • Customer satisfaction
    • Hotel
    • Service quality

    ASJC Scopus subject areas

    • Social Sciences(all)
    • Arts and Humanities(all)
    • Economics, Econometrics and Finance(all)

    Cite this

    Service quality and customer satisfaction : A case study of hotel industry in Vietnam. / Minh, Nguyen Hue; Thu Ha, Nguyen; Chi Anh, Phan; Matsui, Yoshiki.

    In: Asian Social Science, Vol. 11, No. 10, 2015, p. 73-85.

    Research output: Contribution to journalArticle

    Minh, Nguyen Hue; Thu Ha, Nguyen; Chi Anh, Phan; Matsui, Yoshiki / Service quality and customer satisfaction : A case study of hotel industry in Vietnam.

    In: Asian Social Science, Vol. 11, No. 10, 2015, p. 73-85.

    Research output: Contribution to journalArticle

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    AB - 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.

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