1. Student's full name: Hoang Ngoc Thac 2. Gender: Male
3. Date of birth: August 26, 1971
4. Place of birth: Ha Nam
5. 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, recognizing the student.
6. Changes in the training process: None
7. Thesis title: “Research on the service quality of the Muong Thanh Luxury hotel chain”.
8. Major: Tourism; 9. Code: 8810101.01
10. Scientific Advisor: Dr. Nguyen Quang Vinh – Lecturer, Faculty of Tourism Studies, University of Social Sciences and Humanities, Vietnam National University, Hanoi.
11. Summary of the thesis results:
This study provides an overview of research studies, systematizing the theoretical basis of service quality in hotels in general and the Muong Thanh Luxury segment in particular, as well as previous research models. From this, the study established a proposed research model on the factors affecting service quality of the Muong Thanh Luxury hotel chain, part of the Muong Thanh Group in Vietnam, comprising 7 scales and 42 independent observed variables, and 6 dependent observed variables. Based on the results of in-depth interviews, the study qualitatively analyzed the factors influencing service quality of the Muong Thanh Luxury hotel chain in Vietnam to identify strengths and weaknesses. Subsequently, combining quantitative data processing of survey results using questionnaires based on SPSS 23.0 software, the thesis conducted reliability testing and exploratory factor analysis (EFA) to establish the formal research model, comprising 7 scales, 36 independent observed variables, and 6 dependent observed variables. Following this, regression analysis was performed, yielding a regression equation with standardized Beta coefficients to determine the impact of each factor on the service quality of hotels belonging to the Muong Thanh Luxury chain, Muong Thanh Group in Vietnam. These results provide a basis for the thesis to make recommendations aimed at improving the service quality of the Muong Thanh Luxury chain in particular, and the entire hotel system of the Muong Thanh Group in general.
12. Practical applicability: This serves as a reference document for students and trainees in tourism and hospitality-related fields, and provides a scientific basis for hotels to refer to in managing and monitoring service quality, while also promoting business activities for sustainable enterprise development.
13. Further research directions: Evaluate customer satisfaction with the quality of service at hotels belonging to the Muong Thanh Group. Then compare the service quality of the Muong Thanh Group's hotel system with that of an international hotel group.
14. The published works related to the thesis: None
INFORMATION ON MASTER'S THESIS
1. Full name: Hoang Ngoc Thac 2. Gender: Male
3. Date of birth: August 26, 1971
4. Place of birth: Ha Nam
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: “Research on service quality of the Muong Thanh Luxury hotels chain”.
8. Specialization: Tourism; 9. Code: 8810101.01
10. Science instructor: Ph.D. Nguyen Quang Vinh - Lecturer of the Faculty of Tourism, University of Social Sciences and Humanities, Vietnam National University, Hanoi.
11. Summary of the thesis's results:
The topic has reviewed the research works and systematized the theoretical basis of service quality of hotels generally and the Muong Thanh Luxury segment particularly, previous research models. Then, the topic has established a tentative research model on factors affecting service quality of the Muong Thanh Luxury hotels chain belonging to Muong Thanh Group in Vietnam, including 07 scales and 42 independently observed variables, 06 dependently observed variables. Based on the results of in-depth interviews, the topic has qualitatively analyzed the factors affecting the service quality of the Muong Thanh Luxury hotels chain in Vietnam to find out the advantages and disadvantages. Then, combined with quantitative data processing of survey results by questionnaire based on SPSS 23.0 software, the thesis has conducted a reliability test, exploratory factor analysis (EFA) to establish the official research model including 07 scales, 36 independently observed variables, and 06 dependently observed variables. After that, the study performed regression and obtained the regression equation with a standardized Beta coefficient to find out the impacted level of each factor affecting the service quality of the Muong Thanh Luxury hotels chain, Muong Thanh Group in Vietnam. This result is the basis for the thesis to make recommendations to improve the service quality of the Muong Thanh Luxury chain in particular and beyond that of the entire hotel system of Muong Thanh Group.
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 quality management and service quality supervision in hotels, while promoting business activities, to develop businesses in a sustainable way.
13. Further research directions: Evaluation of customer satisfaction with service quality at hotels belongs to Muong Thanh Group. After that, compare the service quality of the hotel system of Muong Thanh Group with an international hotel group.
14. The published works are related to this thesis: No
