TTLV: Customer care activities in some 5-star hotels in Nha Trang, Khanh Hoa

1. Student's full name: Dao Thi Bich Duong 2. Gender: Female

3. Date of birth: November 5, 1985

4. Place of birth: Phu Yen

5. Decision on student admission No. 1698/QD-XHNV dated July 11, 2017, by the Rector of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.

6. Changes in the training process:

(Note the types of changes and the corresponding times)

7. Thesis title: Customer care activities in some 5-star hotels in Nha Trang, Khanh Hoa

8. Major: Tourism Code: TD

9. Scientific supervisor: Dr. Nguyen Thu Thuy. University of Social Sciences and Humanities, Vietnam National University, Hanoi.

10. Summary of the thesis results:

The thesis, "Customer care activities in some 5-star hotels in Nha Trang, Khanh Hoa," yielded the following results:

- Provide an overview of the history and development of the Sheraton Hotel and the Muong Thanh Hotel.

- Business performance results from 2015 – 2018 of Sheraton Hotel and Muong Thanh Hotel

- Research into the organization of customer care activities for guests at Sheraton Hotel and Muong Thanh Hotel.

- Customer care policy for guests at the two hotels

- Training activities for customer service staff at the two hotels.

- Evaluate customer service performance according to Parasuraman's criteria and customer feedback on hotel staff and departments.

- Evaluate customer service performance across online booking websites such as Booking.com, Tripadvisor.com, Agoda.com, etc.

This study provides an overview of customer service activities in several 5-star hotels in Nha Trang, Khanh Hoa, contributing to further research in other areas. Furthermore, this study serves as a reference for marketing professionals in hotel management, enabling them to improve customer service, enhance customer satisfaction, increase loyalty, attract more customers, and boost the hotels' competitive advantage.

11. Practical applications: (if any)

The thesis, "Customer care activities in some 5-star hotels," has the following practical applications:

- A reference document for hotels wishing to improve customer service.

- Overcoming weaknesses and leveraging strengths in customer service at Sheraton Nha Trang Hotel & Spa and Muong Thanh Luxury Nha Trang Hotel, and other hotels can learn from and develop these practices.

- Change the way customers are served and enhance the customer service workforce with qualified and skilled professionals.

12. Future research directions: (if any)

13. The published works related to the thesis:

(List the works in chronological order if available)

INFORMATION ON MASTER'S THESIS

1. Full name: DAO THI BICH DUONG 2. Sex: FEMALE

3. Date of birth: November 5, 1985 4. Place of birth: PHU YEN

5. Admission decision number: 1698/QD-XHNV Dated July 11, 2017 of The Rector of University of Social Sciences and Humanities, Vietnam National University (VNU - USSH)................

6. Changes in academic process: No

(List the forms of change and corresponding times)

7. Official thesis title:Customer care activities in some 5 star hotels in Nha Trang, Khanh Hoa  

8. Major: Tourism 9. Code: TD.

10. Supervisors: Ph.D. Nguyen Thu Thuy.

(Full name, academic title and degree)

11. Summary of the findings of the thesis:

(Summarize them with stress on thenew sensations, if any)

Thesis: “ Customer care activities in some 5-star hotels in Nha Trang, Khanh Hoa” has the following results

• Having an Overview of the history of establishment and development of Sheraton Hotel and Muong Thanh Hotel
• Accessing the Financial statement from 2015 – 2018 of Sheraton Hotel and Muong Thanh Hotel
• Researching how to organize customer care activities for guests at Sheraton Hotel and Muong Thanh Hotel
• Accessing the customer care policy for guests at two hotels
• Accessing the human resource training activities in two hotels
• Evaluating customer care activities according to the criteria of Parasuraman and according to the customer evaluation of hotel staff and their departments.
• Evaluating customer care activities via selling websites, such as Booking.com, Tripadviser.com, Agoda.com,….

This study provides an overview of customer care activities in a number of 5 – star hotels in Nha Trang Khanh Hoa, contributing to the documentation of further research in other areas. In addition, this study is also a reference for marketing managers in hotel management industry to control customer care activities, which improve customer satisfaction and loyalty, attracting guests coming to the hotel so that the hotel could enhance their competitive advantage.

12. Practical applicability, if any:

Thesis: “ Customer care activities in some 5- star hotels in Nha Trang, Khanh Hoa”have practical applications as follow:

• References for hotels wishes to improve customer care activities at hotels,
• Overcoming weaknesses, promoting the strengths of customer care at Sheraton Nha Trang Hotel& Spa and Muong Thanh Luxury Nha Trang and other hotels that can learn and develop
• Change the way of customer care and increase the customer service human resources with professional qualifications and skills.

13. Further research directions, if any:

14. Thesis-related publications:

(List them in chronological order)