1. Student's full name: Nguyen Thi Hai Duong 2. Gender: Female
3. Date of birth: June 12, 1981
4. Place of birth: Hanoi
5. Decision number for student admission:
Decision No. 2705/2020/QD-XHNV dated December 24, 2020, of the Rector of the University of Social Sciences and Humanities, Vietnam National University, Hanoi..
6. Changes in the training process: None
7. Thesis title: “Assessment by domestic tourists of the service quality of 4-star hotels in the Tuyen Lam Lake National Tourist Area”.
8. Major: Tourism; 9. Code: 8810101.01
10. Scientific Advisor: Dr. Nguyen Ngoc Dung – Deputy Head of the Faculty of Tourism Studies, University of Social Sciences and Humanities, Vietnam National University, Hanoi.
11. Summary of the thesis results:
This thesis provides an overview of research studies, systematizes the theoretical basis of service quality and service quality assessment in the hotel industry. Based on previous research models, the thesis selects a research model focusing on factors evaluating hotel service quality and conducts a survey of domestic tourists' assessments of service quality at 4-star hotels in the Tuyen Lam Lake National Tourist Area. From the qualitative and quantitative research results, the thesis identifies the current state of service quality in hotels and proposes solutions to improve customer service quality and business performance of 4-star hotels in the Tuyen Lam Lake National Tourist Area.
12. Practical applicability: This serves as a reference document for students and trainees in tourism and hospitality-related fields, and provides a scientific basis that hotels can refer to in their operational management, business development, and enterprise growth.
13. Future research directions:
14. The published works related to the thesis: None
INFORMATION OF THE MASTER THESIS
1. Full name: Nguyen Thi Hai Duong 2. Gender: Female
3. Date of birth: June 12, 1981
4. Place of birth: Thanh Hoa
5. Student Recognition Decision No: 2705/2020/QD-XHNV (issued date: December 24, 2020) by the Principal of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.
6. Changes in the training process: No
7. Dissertation title: “Evaluation of domestic tourists on service quality of 4-star hotels in Tuyen Lam Lake National Tourist Area”
8. Specialization: Tourism; 9. Code: 8810101.01
10. Science instructor: PhD. Nguyen Ngoc Dung - Vice Dean of the Faculty of Tourism, University of Social Sciences and Humanities, Vietnam National University, Hanoi.
11. Summary of the thesis's results:
The thesis has reviewed the research works, systematized the theoretical basis of service quality and service quality assessment in the hotel industry. From previous research models, the topic has selected a research model on factors to evaluate service quality of hotels and conducted a survey to assess domestic tourists about service quality at 4-star hotels in Tuyen Lam Lake National Tourist Area. From the results of qualitative research, the thesis shows the current status of service quality of hotels and proposes solutions to improve the quality of guest service and business performance of 4-star hotels in Tuyen Lam Lake National Tourist Area.
12. Practical applicability: As a reference for students and trainees in tourism and hospitality industries and a scientific basis that hotels can refer to in the process of operating management, promoting business activities & business development.
13. Future research directions:
14. The published works are related to this thesis: No
