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 to recognize student number:
2705/2020/QD-XHNV dated December 24, 2020 of the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.
6. Changes in training process: No
7. Thesis topic: "Domestic tourists' evaluation of service quality of 4-star hotels in Tuyen Lam Lake National Tourist Area".
8. Major: Tourism; 9. Code: 8810101.01
10. Scientific advisor: Dr. Nguyen Ngoc Dung - Deputy Head of Faculty of Tourism Studies, University of Social Sciences and Humanities, Vietnam National University, Hanoi.
11. Summary of thesis results:
The topic has reviewed 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 assessing service quality of hotels and conducted a survey of domestic tourists' assessment of service quality at 4-star hotels in Tuyen Lam Lake National Tourist Area. From the results of qualitative and quantitative research, the thesis points out the current status of service quality of hotels and proposes solutions to improve the quality of customer service and business performance of 4-star hotels in Tuyen Lam Lake National Tourist Area.
12. Practical applicability: It is a reference document for students and trainees in tourism and hotel industries and a scientific basis that hotels can refer to in the process of management and operation, promoting business activities and developing enterprises.
13. Further research directions:
14. 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: 12/06/1981
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
