The factors affecting customer satisfaction and service quality: A study at Hoa Binh Phu Quoc resort Vietnam
The purpose of this research paper was to determine the factors affecting customers’ satisfaction at lodging services. A questionnaire was drafted, and there were 265 customers as respondents, who were using lodging services at Hoa Binh Phu Quoc Resort. Result shows that there are five key factors d...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
AfricaJournals
2020-01-01
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| Series: | African Journal of Hospitality, Tourism and Leisure |
| Subjects: | |
| Online Access: | https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_28_vol_9_1__2020_vietnam.pdf |
| _version_ | 1811296685539721216 |
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| author | Le Duc Toan Phan Thanh Hai Mai Thi Thuong Vo Thi Thuy Tien Tran Van Trong |
| author_facet | Le Duc Toan Phan Thanh Hai Mai Thi Thuong Vo Thi Thuy Tien Tran Van Trong |
| author_sort | Le Duc Toan |
| collection | DOAJ |
| description | The purpose of this research paper was to determine the factors affecting customers’ satisfaction at lodging services. A questionnaire was drafted, and there were 265 customers as respondents, who were using lodging services at Hoa Binh Phu Quoc Resort. Result shows that there are five key factors directly related to the customer satisfaction about lodging services: employees, value-added services, the convenience, the rooms and board, and pricing. At the same time, factors regarding food and drink safety do not affect the customers’ satisfaction, which is a surprising finding. From the study, the authors recommended some possible solutions for managers at the resort in order to improve the customers’ satisfaction levels when using lodging services at the resort in the future. The finding may be applicable to all resorts in the area as well. |
| first_indexed | 2024-04-13T05:52:14Z |
| format | Article |
| id | doaj.art-6d0ffa031147479fbae284fa397a1f8e |
| institution | Directory Open Access Journal |
| issn | 2223-814X |
| language | English |
| last_indexed | 2024-04-13T05:52:14Z |
| publishDate | 2020-01-01 |
| publisher | AfricaJournals |
| record_format | Article |
| series | African Journal of Hospitality, Tourism and Leisure |
| spelling | doaj.art-6d0ffa031147479fbae284fa397a1f8e2022-12-22T02:59:43ZengAfricaJournalsAfrican Journal of Hospitality, Tourism and Leisure2223-814X2020-01-0191The factors affecting customer satisfaction and service quality: A study at Hoa Binh Phu Quoc resort VietnamLe Duc Toan 0Phan Thanh Hai 1Mai Thi Thuong 2Vo Thi Thuy Tien 3Tran Van Trong 4Duy Tan University Danang, Vietnam Duy Tan University Danang, Vietnam Duy Tan University Danang, Vietnam The University of Danang Danang, Vietnam Hoa Binh Phu Quoc Resort Kien Giang Province, Vietnam The purpose of this research paper was to determine the factors affecting customers’ satisfaction at lodging services. A questionnaire was drafted, and there were 265 customers as respondents, who were using lodging services at Hoa Binh Phu Quoc Resort. Result shows that there are five key factors directly related to the customer satisfaction about lodging services: employees, value-added services, the convenience, the rooms and board, and pricing. At the same time, factors regarding food and drink safety do not affect the customers’ satisfaction, which is a surprising finding. From the study, the authors recommended some possible solutions for managers at the resort in order to improve the customers’ satisfaction levels when using lodging services at the resort in the future. The finding may be applicable to all resorts in the area as well.https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_28_vol_9_1__2020_vietnam.pdfcustomers’ satisfactionservice qualityhoa binh phu quoc resortvietnam |
| spellingShingle | Le Duc Toan Phan Thanh Hai Mai Thi Thuong Vo Thi Thuy Tien Tran Van Trong The factors affecting customer satisfaction and service quality: A study at Hoa Binh Phu Quoc resort Vietnam African Journal of Hospitality, Tourism and Leisure customers’ satisfaction service quality hoa binh phu quoc resort vietnam |
| title | The factors affecting customer satisfaction and service quality: A study at Hoa Binh Phu Quoc resort Vietnam |
| title_full | The factors affecting customer satisfaction and service quality: A study at Hoa Binh Phu Quoc resort Vietnam |
| title_fullStr | The factors affecting customer satisfaction and service quality: A study at Hoa Binh Phu Quoc resort Vietnam |
| title_full_unstemmed | The factors affecting customer satisfaction and service quality: A study at Hoa Binh Phu Quoc resort Vietnam |
| title_short | The factors affecting customer satisfaction and service quality: A study at Hoa Binh Phu Quoc resort Vietnam |
| title_sort | factors affecting customer satisfaction and service quality a study at hoa binh phu quoc resort vietnam |
| topic | customers’ satisfaction service quality hoa binh phu quoc resort vietnam |
| url | https://www.ajhtl.com/uploads/7/1/6/3/7163688/article_28_vol_9_1__2020_vietnam.pdf |
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