TTLV: Research on the quality of food and beverage services at ZALLO restaurant chain in Nha Trang

1. Student's full name: NGUYEN THAI HOANG GIANG 2. Gender: Female

3. Date of birth: November 16, 1987

4. Place of birth: Nha Trang, Khanh Hoa

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: Extension of time (6 months)

7. Thesis title: “RESEARCH ON THE QUALITY OF FOOD AND BEVERAGE SERVICES AT ZALLO RESTAURANT CHAIN ​​IN NHA TRANG”

8. Major: Tourism; Code: 8810101

9. Scientific supervisor: Assoc. Prof. Dr. Le Anh Tuan – Ministry of Culture, Sports and Tourism

10. Summary of the thesis results:

Through the research process, the thesis has achieved the following main results:

Firstly, the thesis has systematized the theoretical basis of restaurant business, food service, food service quality, restaurant business environment, factors affecting food service quality, as well as the significance of improving and enhancing food service quality.

Secondly, based on several criteria for evaluating service quality, the content of food and beverage service quality assessment, and some models related to quality management, this thesis develops a research model on food and beverage service quality in Zallo restaurants, conducts surveys, gathers customer feedback, identifies discrepancies between customer expectations and perceived actual quality, and proposes solutions to improve food and beverage service quality in the Zallo restaurant chain.

11. Practical applications:

The thesis is an essential reference document not only for state tourism management agencies and restaurant businesses, but also for other relevant stakeholders.

12. Future research directions:

Further research on the quality of food and beverage services in restaurants, using criteria closely linked to the actual needs of customers, aims to improve service quality and identify factors influencing customer satisfaction with food and beverage services, particularly for seafood buffet chains in coastal tourist destinations.

13. The published works related to the thesis:

The research paper "Zallo Seafood Buffet Restaurant Chain - A New Model Attractive to Tourists," Vietnam Tourism Magazine, No. 11/2019, page 62.

INFORMATION ON MASTER'S THESIS

1. Full name: NGUYEN THAI HOANG GIANG 2. Gender: Female

3. Date of birth: 16^thNovember 1987.

4. Place of birth: Nha Trang City, Khanh Hoa Province

5. Admission decision number: 1698/QD-XHNV Dated 11^thJuly 2017

6. Changes in academic process: No changes

7. Official thesis title: “RESEARCH ON THE QUALITY OF FOOD AND BEVERAGE SERVICES AT ZALLO RESTAURANT CHAIN ​​IN NHA TRANG”

8. Major: Tourism Code: 8810101

9. Scientific Supervisors: Ass.Pro. Ph. D. LE ANH TUAN – Ministry of Culture, Sports and Tourism

10. Summary of the findings of the thesis:

Researching deployment, the thesis has achieved the following main research results:

Firstly, The thesis has codified the theoretical basis of restaurant business, catering services quality of catering services, restaurant business environment, factors affecting the service quality as well as the meaning of perfecting and improving the quality of food service.

Secondly, on the basis of a number of criteria for evaluating service quality, content for evaluation of service quality and a number of models realized to quality management, the thesis builds a research model of ZALLO restaurant, carries out surveys, solicits feedback from customers, identifies the gaps between the expected quality of customers and the perceived actual quality so as to propose solution to improve the quality of catering services in the ZALLO restaurant chain.

11. Practical applicability, if any:

The thesis is a necessary reference not only for the state management agency in charge of tourism, restaurant businesses but also a reference for relevant subjects.

12. Further research directions, if any:

Continuing research on restaurant service quality with criteria associated with the actual needs of customers in order to improve the service quality of the restaurant anh identify factors affecting satisfaction of guests for catering services for the seafood buffet chain at the beach tourism destinations.

13. Thesis-related publications:

Research paper “ZALLO seafood buffet restaurant chain- A new model to attract tourists” Vietnam Tourism Magazine No.11/2019, page 62.