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 recognition of students No. 1698/QD-XHNV July 11, 2017 of the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi

6. Changes in the training process:

(record the forms of change and the corresponding time)

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

8. Major: Tourism Code: TD

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

10. Summary of thesis results:

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

- Overview of the history of formation and development of Sheraton Hotel and Muong Thanh Hotel.

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

- Research how to organize 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 care staff at two hotels

- Evaluate customer care activities according to Parasuraman's criteria and according to customer evaluation criteria of hotel staff and hotel departments.

- Evaluate customer care activities through room sales websites such as Booking.com, Tripadviser.com, Agoda.com.....

This study provides an overview of customer care activities in some 5-star hotels in Nha Trang Khanh Hoa, contributing to the material for further research in other fields. In addition, this study is also a reference for marketing practitioners in hotel management to control customer care activities to bring satisfaction to customers, increase loyalty and attract customers to the hotel, enhancing the competitive advantage of hotels.

11. Practical application: (if any)

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

- Reference material for hotels wanting to improve customer care operations at hotels.

- Overcome weaknesses, promote strengths in customer care at Sheraton Nha Trang Hotel & Spa and Muong Thanh Luxury Nha Trang Hotel and other hotels can learn and develop,

- Change the way of customer care and increase the human resources for customer care with professional qualifications and skills

12. Further research directions: (if any)

13. The published works related to the thesis:

(list projects 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 findings, 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)